R&E Policy

In the unfortunate event you are unhappy with your purchase, please get in touch within 3 days of receiving your order. As a small business, refunds or exchanges cannot be offered after this time. Please consider this prior to placing your order. All questions you may have before making your purchase are most welcome — please don’t hesitate to contact me.

Returns

A refund or exchange for full-priced items will only occur when:

• You have notified me via email within 3 days of receiving your order.

• The item/s are in their original saleable condition with original packaging.

• The item/s have not been used or damaged by the purchaser/recipient.

• The item/s are shipped within 10 business days (or 7 days within Japan), commencing the day after your email to arrange a return.

Arrange a Return

To request a return or exchange, please contact me and include the following details:

• Your order number

• Your full name and address

• Your email receipt or proof of purchase

• Photographic evidence in case of fault or damage, with a brief description

• Your refund or exchange preference

You will be issued an RMA (Return Merchandise Authorisation) number and provided with any additional shipping instructions. Once you have received your RMA, please secure your item in its original packaging and send it to the address provided via an insured express service with signature on delivery.

O Tsukiyo cannot be held responsible for lost or damaged items being returned in transit.

All items returned must include a valid RMA number — unidentified returns may be sent back to the sender.

Once your return has been received and inspected, you will be notified via email if it has been approved for refund or exchange. Refunds are processed within 7 business days and issued in the original form of payment.

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Return Shipping Costs

Shipping costs are non-refundable except in cases of:

• Shipping damage

• Defective or incorrectly sent items (see Faulty Items below)

If an item is damaged during shipping, O Tsukiyo will provide a full refund or exchange.

Return shipping will only be reimbursed in cases of damage, defect, or incorrect items. Reimbursement will be issued in the original form of payment.

In all other cases, return shipping costs are the responsibility of the customer and remain under their care until the item is safely delivered back to O Tsukiyo.

Please do not ship your return until you have received your RMA number and return instructions. When returning an order, I highly recommend using a shipping provider that offers tracking with signature.

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Faulty Items

All O Tsukiyo products undergo quality checks prior to packaging.

However, in the rare event that you receive an item that:

• Is deemed faulty, defective, or damaged (not caused by the purchaser/recipient)

• Differs from what you ordered

• Has been incorrectly described

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A full refund will be issued upon return and inspection.

In such cases, please retain your shipping receipt until you have received confirmation that your return has arrived safely. Once received, you will be notified via email and your shipping cost reimbursed.

If you prefer a replacement, no additional shipping costs will apply.

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Exchanges

Exchanges are at the discretion of O Tsukiyo and will only be considered if the above return conditions are met.

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If approved, the customer is responsible for:

• Shipping costs incurred when sending items back

• Shipping costs for the exchanged item to be returned to you

A payment request for the return shipping will be invoiced prior to dispatch.

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Store Credit

O Tsukiyo is unable to offer store credits at this time.

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Non-Refundable Items

• Digital gift cards

• Change of mind

• Pre-orders

• Custom orders

• Personal-use items (for hygiene reasons)

• Sale or clearance items (final sale, unless faulty)

• Duties, import taxes, or other customs fees