Refund policy

Right of withdrawal — 14-day returns
You have the right to withdraw from your purchase within 14 days of the day you (or a third party indicated by you, other than the carrier) receive the item, without giving any reason. This right applies to all customers worldwide.

To exercise this right, please inform us of your decision to withdraw within the 14-day period by an unequivocal statement — for example, an email to info@isono-revitalizing-office.jp. You may use the model withdrawal form below, but it is not obligatory. We will send you a confirmation of receipt of your withdrawal, together with instructions on how and where to send your package.

You must send the goods back to us without undue delay and in any event no later than 14 days from the day on which you informed us of your withdrawal. The deadline is met if you dispatch the goods before the 14-day period has expired.

You can always contact us with any return question at info@isono-revitalizing-office.jp.

Return shipping costs
If you withdraw from your purchase, you bear the direct cost of returning the goods to us in Japan, including any applicable customs or handling fees. As each piece is one of a kind, we strongly recommend using a trackable, insured shipping service and packing the item carefully, ideally in its original packaging.

If the item is defective, was damaged in transit, or is not what you ordered, we will bear the cost of return shipping.

Refunds
We will reimburse all payments received from you, including the cost of standard outbound delivery (with the exception of any supplementary costs arising if you chose a delivery option other than our least expensive standard delivery), without undue delay and no later than 14 days from the day we are informed of your decision to withdraw. We may withhold the reimbursement until we have received the goods back or you have supplied proof of having sent them, whichever is earlier.

The refund will be made using the same means of payment you used for the original transaction, and you will not incur any fees as a result of the reimbursement. Please remember it can take some time for your bank or credit card company to process and post the refund.

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. Where the value of an item has been diminished by such handling, we may deduct a corresponding amount from your refund.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. This is in addition to, and does not affect, your statutory legal guarantee rights.

Exceptions / non-returnable items
The right of withdrawal does not apply to custom products, such as special orders or items made or personalized to your specifications. Gift cards are also non-returnable. Please get in touch if you have questions or concerns about your specific item.

Exchanges
As every piece in our collection is one of a kind, we are unable to offer exchanges for an identical item. The fastest way to ensure you get what you want is to withdraw from your purchase as described above and, once your return is accepted, make a separate purchase for the new item.

Model withdrawal form
(Complete and return this form only if you wish to withdraw from your purchase.)

— To: The Kintsugi Labo JAPAN, info@isono-revitalizing-office.jp
— I hereby give notice that I withdraw from my contract of sale of the following goods:
— Ordered on / received on:
— Order number:
— Name of consumer:
— Address of consumer:
— Date: