Refund policy

Here is our return policy.

You must request a return within 3 days of receiving the merchandise.

To be eligible for a return, the item must be in the same condition as when you received it, unused, and in its original packaging.

To initiate a return, please contact us at shop@utsuwabi.com.

If your return is accepted, we will provide you with further instructions on how to proceed. Items returned to us without a return request will not be accepted.

Please note: Returns are only accepted for defective items. Returns due to customer preferences are generally not accepted. Additionally, we cannot accept returns on sale items.

Damages and Issues

Upon receiving your order, please review it carefully and notify us immediately if you find any defective, damaged, or incorrect items. We will then evaluate the issue and take appropriate action.

If any item is damaged during shipping, please contact us by email with detailed photos of the damage within 3 days of delivery.

If a replacement item is available, we will send you a new one. If not, we will refund the product price.

14-day cooling-off period in the European Union

Not withstanding the above, if the goods are shipped within the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. As above, the goods must be in the same condition as received, unused and in their original packaging.

 

Refunds

After we receive and inspect your return, we will let you know if your refund has been approved. If approved, you will automatically receive your refund in your original payment method within 10 business days. Please note that it may also take time for your bank or credit card company to process and post your refund.

If more than 15 business days have elapsed since you authorized the return, please contact us at shop@utsuwabi.com.