We take care with every piece we send from Osaka. Below is a summary of our return, damage, and refund policy. For the full shipping, packing, and customs details, please see our Shopping Guide.
Returns
If you would like to return an unused item, please note the following:
- Returns are accepted within 14 days of receiving your order.
- The item must be unused and returned in its original packaging, with all accessories, warranty card (unfilled), and any manuals included.
- Please contact us before shipping anything back — a return cannot be accepted without an RMA number issued by our customer service team.
- If the return is due to our error, we cover the return shipping via Japan Post. For personal reasons, the customer is responsible for the return shipping.
At our discretion, we may offer a partial refund without requiring the item to be returned — for example, for minor cosmetic issues on a piece you would like to keep.
Damage or Defects in Transit
Despite careful packing, international shipping is not always gentle. If your item arrives damaged or defective, please:
- Take clear photos of the damaged item, the inner packing materials, and the outer shipping box.
- Keep all packaging materials until the claim is fully resolved — if they are discarded before inspection, the carrier’s insurance may not apply.
- Contact us within 14 days of receiving the order so we can guide you through the carrier’s claim process.
EMS, FedEx, and DHL shipments include tracking and insurance of up to JPY 6,000 by default. Full-value insurance can be arranged on request before shipment — please let us know at the time of ordering.
For the complete damage-claim procedure, including the photos the carrier will need, please see the In Case of Damage section of our Shopping Guide.
Refunds
Once a return or damage claim is approved, we issue the refund to the original payment method (credit card, PayPal, or digital wallet). Please allow several business days for processing on our side, plus your bank’s own settlement time — card refunds may take up to 30 days to appear on your statement, while PayPal refunds usually appear within a few working days.
Refunds are issued in U.S. Dollars (USD), the same currency in which you were charged. If your card is issued in a different local currency, your bank converts the refund back at its own exchange rate, which may differ slightly from the rate at the time of your original order.
For anything that isn’t covered here — unusual circumstances, time-sensitive replacements, or questions before you order — please contact us. Write in whichever language is easiest for you; we reply promptly.
— from Osaka, Team Manekineko Ai