Refund & Return Policy

General Policy / 共通ポリシー

All our products are carefully handmade using Kinran brocade fabrics. As each piece is unique, slight variations in color or pattern are characteristics of the product and not considered defects. We accept returns or refunds only in the following cases:
- The product is damaged upon arrival
- The item received is significantly different from what was described

Returns due to customer preference (such as color or size differences) may be accepted for unused items within 14–30 days after delivery. However, return shipping, customs duties, and import taxes are the customer’s responsibility.

🇺🇸 For U.S. Customers

Our refund policy complies with U.S. consumer protection laws. If a product is defective or not as described, we will provide a repair, replacement, or refund. Returns for customer reasons are accepted only under our stated conditions. Return shipping from the U.S. to Japan is at the customer’s expense unless otherwise specified.

🇨🇦 For Canadian Customers

Our policy complies with Canadian consumer protection standards. If a product is defective or not as described, we will repair, replace, or refund it. Returns for customer reasons are accepted only for unused, tagged items within 30 days of delivery. Return shipping, customs duties, and import taxes from Canada to Japan are the customer’s responsibility.

🇦🇺 For Australian Customers

We comply with the Australian Consumer Law (ACL). In case of a major defect, customers are entitled to a replacement, refund, or compensation for foreseeable loss or damage. For minor issues, we may choose to repair, replace, or refund the product. Return shipping and import duties are the customer’s responsibility unless otherwise required by law.

🧾 How to Request a Return / 返品の手続き

A 30-day return policy applies. You have 30 days after receiving your item to request a return. To request a return, contact us via our inquiry form or by email within the return period. Please include your order number, product name, and reason for return. To be eligible for a return, your item must be in the same condition as received, unused, with tags, and in its original packaging. A receipt or proof of purchase is also required.

If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items returned without first requesting a return will not be accepted.

To start a return, please contact info@mochiaji.co.jp. Returns must be shipped to the following address:
[1212 Harada Kitamachi, Takahashi City, Okayama 716-0043, Japan (Attn: Iizuka)]

🕒 Refund Process / 返金の流れ

Refunds will be processed after we receive and inspect your returned item. Depending on your payment method, it may take 5–10 business days for the refund to appear.

Damages and Issues / 破損および問題

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect. We will evaluate the issue and make it right.

Exceptions / 返品不可商品

Certain types of items cannot be returned, including perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us if you have questions about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges / 交換

The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

For Customers in the European Union / 欧州連合よりご購入の場合

Under the EU 14-day cooling-off period, customers shipping within the European Union have the right to cancel or return their order within 14 days for any reason without providing justification. Items must be in the same condition as received, unused, with tags, and in the original packaging. A receipt or proof of purchase is required.

Refund / 返金

Once we receive and inspect your return, we will notify you whether the refund is approved. If approved, the refund will be automatically issued to your original payment method within 10 business days. Please note that your bank or credit card company may take additional time to process and post the refund.

If more than 16 business days have passed since we approved your return, please contact us at info@mochiaji.co.jp.