Refund policy

SUKIMONO wants our customers to always have a satisfying shopping experience. If you have any trouble or discomfort, we will do our best to support you.



Cancel

If your order has not yet been packed, you may cancel your order. A full refund will be given after the cancellation procedure. If you wish to cancel, please contact us as soon as possible.


If your order has already been packaged, you will not be able to cancel it, but you may return the item instead. Unfortunately, unless the return is due to our error, original shipping charges (if applicable) are not refundable. Please see the Returns or Refunds section below. Personalized, customized, and made-to-order products cannot be canceled or returned, regardless of whether they have been shipped or not. The list below shows examples of personalized, customized, and made-to-order items.


Invalid cancellation:

  • Products not listed on our website.
  • BtoB orders
  • Products with custom-made logos and characters engraved on them.


Return

SUKIMONO accepts returns within 30 days of receiving the product. Once you sign the receipt, the date will be recorded in our system. Unfortunately, after 30 days, no refunds or exchanges are possible.


To be eligible for a return, the item must be unused and in the same condition as when you received it. It must also be in its original packaging. The following items are examples of items that cannot be returned.


Invalid return:

  • Gift card
  • Products not listed on our website.
  • BtoB orders
  • Products with custom-made logos and characters engraved on them.

To return an item, please contact us via the web form or email us at SUKIMONO. Returned items are non-refundable unless we notify you in advance. Also, please do not return the item to the manufacturer.


If you are returning an item worth more than 100USD, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that your item will arrive safely.


Exchange

SUKIMONO will only accept exchanges if the product is defective or damaged. This means that the item is damaged upon arrival or is found to be defective within 10 days of receiving the item. Please note that this does not include wear and tear that is inevitable during the manufacturing process or shipping.


Once you sign for the delivery, the arrival date will be recorded in our system. If you contact us after 10 days, we will not be able to confirm any damage or defects upon delivery, or changes in condition due to usage. Therefore, requests made after one week of arrival will not be valid.


If you would like to exchange the item for the same item, please contact us via the web form or send an email to SUKIMONO with a photo showing the problem. After checking the condition of the product, we will issue a refund or exchange according to your request. Please note that in the unlikely event that a product is not available due to being out of stock or on backorder, we may issue a refund.


If the product is defective or the product is incorrect, we will bear the shipping costs for return and re-delivery.

 

Refund

Once your return has been received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed and a credit automatically applied to your credit card or original payment method within a certain number of days. For example, if the first payment was made by credit/debit card, it can take up to 30 days. If you use PayPal, you will receive your refund within 3-5 business days.


Refunds apply only to the product and shipping charges are non-refundable. You must therefore pay all shipping costs for both the original delivery and return, the former will be deducted from your refund. Additionally, we cannot refund taxes, duties, or other charges paid at the time of your order.


If you haven't received your refund yet, first check your bank account again. Then contact your credit card company. It may take some time for your refund to be officially issued as described above.