Refund policy

1. Return and Refund Policy

We are committed to providing our customers with the highest quality lacquerware and pottery. Regarding product returns and refunds, we will follow the following policy.

2. When returns are possible

We accept returns within 7 days of receiving your item in the following cases:

1. If the product is damaged or scratched

・Damage during delivery
・Manufacturing defects
・If the product you received is obviously different from the product you ordered

2. If the item is unused and unopened

The product is unused and in its original packaging. All accessories are included. The product tag is still attached.

3. If we cannot accept your return

Please note that we cannot accept returns in the following cases:

1. Returns due to customer's convenience

・Differences in image or color
・Differences in size (if dimensions are stated on the product page)
・Order mistake

2. Cases where returns are not possible due to product characteristics

・Handmade one-of-a-kind items
・Custom-made items
・Sale items
・Special offers

3. Other

・If more than 8 days have passed since the product arrived.
・The product has been used or opened.
・The product has been damaged or soiled due to handling by the customer.

4. How to process a return

1. Contact us for returns

Please contact customer service within 7 days of receiving the product. If the product is damaged or defective, please be sure to attach a photo.

2. Return Method

・Return shipping costs will be borne by our store in the case of initial defects or damage.
・For other returns approved by our store, the customer will be responsible.
・Please make sure to pack the product properly using the original packaging material.

5. Refunds

1. Return Method

・For credit card payments: Refunds will be processed to your card
・For bank transfers: Refunds will be processed to a designated account
・Other payment methods: We will inform you separately

2. Refund period

・Refunds will be processed within 5 business days after the returned items are received and checked.
・We will contact you by email once the refund is complete.

6. Special Measures for Damaged or Defective Products

1. Check for damage upon arrival

・Please be sure to check for any damage when the product arrives.
・If you find any damage, please take a photo when you open the package.
・We recommend that you check the damage situation in the presence of the delivery company.

2. How to Report

Please contact customer service within 24 hours of receiving the product. Please be sure to attach a photo of the damage.

7. Contact Us

For inquiries regarding the handling of personal information, please contact the following:
Araki Co., Ltd.
Telephone number: 0767-52-4141
Email address: info@nanao-araki.com
Reception hours: 9:00-17:00 (Closed on Tuesdays)

8. Policy Revisions

This policy may be changed without notice. The changed policy will take effect when it is posted on this website.

Last updated: October 1, 2024