Refund policy

No-Return Policy

Due to the nature of our products, we do not accept returns as a general rule. If you experience an issue with your order, please contact us within 7 days of receiving the product. We will review the situation and provide an appropriate resolution.

Cases Eligible for Review

We will review requests only in the following cases:

1. The product is defective
2. The product received is different from the item ordered
3. The product received is significantly different from the description on our shopping site

Cases Not Eligible for Review

• Requests made more than 7 days after delivery
• Items that do not qualify as defective based on our quality standards
• Items damaged or soiled due to customer handling or negligence

Resolution for Defective or Incorrect Items

If a product is found to be defective or was shipped incorrectly, we will resolve the issue without requiring the return of the product.

Depending on the nature of the issue, the resolution may include:

• Issuing a refund
• Requesting disposal of the item without return
• Providing necessary parts or components (such as accessories or small parts)

Exchanges

Exchanges of the complete product are not offered as a general rule. If an exchange is requested by the customer as an exception, all shipping costs and any actual expenses required for the exchange must be borne by the customer.

Return Shipping (Exceptional Cases Only)

Return shipment may be requested only if deemed necessary by us for inspection or confirmation. In such cases, the return shipping costs will be covered by us.

Refund Method

Refunds will be processed to the original payment method used. For cases attributable to our responsibility, refund-related fees will be borne by us. For customer-initiated requests, applicable fees will be borne by the customer.

EU Consumer Information

If you are purchasing as a consumer residing in a member state of the European Union, you may have a statutory right to withdraw from your purchase within 14 days after receiving the goods, in accordance with applicable EU consumer protection laws.

This right does not apply to products that are made to the consumer's specifications or are clearly personalized, including but not limited to:

• Personalized nameplates
• Personalized wooden name plaques
• Products with engraved names, family crests, logos, or custom inscriptions
• Custom-made or specially ordered products
• Products modified or assembled according to the customer's individual request

Cancellation requests made before shipment will be handled in accordance with applicable law. If payment processing or other transaction costs have already been incurred, such costs may be deducted from the refund where permitted by law.

Once an order has been shipped, any cancellation will be treated as a return under the applicable withdrawal rules. Customers must notify us within 14 days of receiving the goods. Unless otherwise required by applicable law or otherwise agreed, all costs incurred after shipment, including return shipping costs and any related handling or customs charges, are the responsibility of the customer. Returned items must be unused, in their original condition, and suitable for resale.

Nothing in this policy is intended to limit or exclude any mandatory consumer rights that apply under the laws of the customer's country of residence.

Contact Information

Juho Dolls Tougei Co., Ltd.
Tel: +81-42-771-8576 (Japanese only)
Fax: +81-42-772-7515
Email: info@juho-tougei.com