Returns Policy

Refund Policy:

We will only provide a full refund for clients who cancel their order before they are shipped. Once your order is shipped, shipping costs will not be refunded.
We are not responsible for any trouble caused by the theft or loss of a product after the delivery company has completed delivery. If the purchaser is unable to receive the item due to loss or theft after delivery is completed, we will not refund or resend the item.
If the package is returned to the shipper because the consignee fails to comply with the import procedures requested by the carrier (such as EMS) or customs, we will only refund the total payment amount, minus shipping costs and return costs. We will not re-ship the item.

Condition of returned items:

Once the item is returned to us, we will check its condition. If the item is in perfect condition, we will calculate the refund amount. If the item arrives in a lost or defective condition, we cannot refund it.

Calculating refunds for shipped orders:

If the returned item is in good condition, a portion of the original payment amount will be refunded, minus shipping costs, return shipping costs and related taxes. You will receive an automatic refund using the original payment method. Please note that even banks and credit card companies may take some time to process their refunds.

Exchange purchased items:

We accept exchanges, but please be aware that all shipping costs and related taxes will be borne by the customer. To accept an exchange, the item you are replacing must be in perfect condition (unused, in original packaging). If the returned item is damaged, we cannot accept a refund or exchange. Once our staff has confirmed that the item is in good condition, you can place a new order in our store. If the amount of the new order is smaller than the original order, we will refund the difference minus the applicable shipping fee.

Damages and problems:

Please check your order immediately upon receipt of the item, and if the item you received is defective or damaged, or if the wrong item arrives, please contact us immediately. We will evaluate the issue and correct this error immediately.

Exceptions/Non-returnable items:

Certain types of products are not eligible for returns (such as special orders or personalized items). If you have any questions or concerns regarding your order, please contact us.
We apologize, but we cannot accept returns for sale items or gift cards.
For inquiries regarding returns and refunds, please contact [zenon-support@dm-s.co.jp].