Returns and Refunds policy
Returns and refunds policy
Customer satisfaction is our top priority, and as such we handle each query on an individual basis to the best of our ability. We would like to work with you to resolve any problem to the extent we can.
Since we guarantee that every product is new and genuine, and while we hope that you will be delighted with what you receive, there may be a rare instance that our product is not satisfactory to you. If for any reason you are not satisfied with the product and would like to seek a return and/or refund, please review and follow the instructions below carefully. Please be on notice that in order for you to receive a refund, the products must be returned unused, undamaged, in their original unmarred condition, in the original box with all labels in place, and in their original packaging.
Please send all products you wish to return from a single order in the same returns shipment to ensure that your return is processed as quickly as possible. Please select a reasonable shipping method that will reach us in the required time frame (see Required time frame for returns below). We recommend that you use the same shipping company that delivered the package to you.
Please allow up to approximately 6 weeks from the time we have confirmed the condition of the returned products for refunds to be credited to your account. This lead time is due to the various processing times required between payment providers.
Returns
When you wish to return the products you have ordered, please e-mail us at customer@kogeistyling.co.jp within 48 HOURS of the delivery of the products.
Please include the following details in your return request e-mail:
Invoice number and date;
E-mail address;
Your full name;
Phone number;
The products you wish to return; and
The reason.
When we receive your return request we will provide you with a Return Authorization (RA) number that must be included with your return shipment.
Please return the products with all documentation, your RA number, original labels on their original boxes, the original packaged materials in their original shipping box, and in their original condition. (In the case of a partial product return, in the interests of economy a smaller shipping box of a similar quality to the one shipped to you may be used along with a reasonable amount of shock absorbing material.)
We ask that you dispatch the package to a local shipping company, with attention to the address shown below, within 7 days from the time of delivery of the products to you. Please note that we require that the products to be returned be received by us within 14 days from the time of delivery to you. See Required time frame for returns for details.
Once we have received the products from you, we will confirm whether the returned products meet the required return conditions. We will refund the full product value (less shipping and handling fees), if the returned products meet all of the return conditions. Please note that all costs associated with the shipping of the returned products and all duties and taxes incurred due to the return are to be borne by you.
In the case of international returns, please be aware that in some cases products returned to Kogei Styling in Tokyo may incur import duties and taxes levied by the Japanese customs where the returned products are not adequately described as returned products. To minimize the risk of such occurrences, we require the return of all documentation that was issued to you when the products were originally shipped.
(Please be sure to keep the documents relating to customs duties and taxes that you may have paid to the local authorities as you may be able to recover any duties and/or taxes paid.) However we do not guarantee that unnecessary charges will not be incurred even if all documentation is in order. It often depends on how the returning shipping company handles the customs clearance process in Japan. To such ends, we advise that you use the same shipping company who delivered the products to you in order to minimize the risk of incurring unnecessary charges.
We will do our best to minimize any unnecessary charges in relation to returns and will endeavor to clearly communicate with you as often as we can. You are financially responsible for all shipping and handling charges in relation to the products, and assume full responsibility for their safe return. We remind you to check with the returning shipping company that you have sufficient insurance coverage for your package.
Every troubled case is unique and different. When you are having trouble with our products, it means that we are too. We do our best to communicate with you to try to understand the facts of the situations, and try to find the best solution.
In cases where the situation is not contemplated by this Agreement, we will do our best to find a mutually acceptable solution. However, where the situation is contemplated by this Agreement, we will not deviate from it.
Address for returns
- Attention to
- Japan Kogei Styling Co., Ltd.
- Street address
- Honkomagome 3-chome
- Address
- Bunkyo-ku,
- City
- Tokyo
- Postal code
- 113-0021
- Country
- Japan
- Phone
- 080-5458-6569 (within Japan)
Required time frame for returns
You must e-mail us within 48hrs from the time of delivery if you intend to return any products.
You should dispatch the products to Kogei Styling within 7 days from the time of delivery.
We must receive the returned products within 14 days from the time of delivery.
(However, delays incurred by the return package due to international shipping problems beyond your control are not counted within the Required Time Frame for Returns).
Returns outside these time frames may be accepted at the discretion of Kogei Styling, and depending on the circumstances a restocking fee of 15% may apply.
Required return conditions
Please clearly write the Return Authorization (RA) number received from us on the invoice to be returned to us.
Please note, all products returned must be unused, undamaged and in their original unmarred conditions as shipped.
We do not accept any products that are used, scratched, altered or damaged, missing parts, missing pieces, or any products that are returned with the intention to defraud. All documents and labels must be in place and attached as per the original condition.
Individual boxes and any wrapping cloth/paper should also be protected as they are considered part of the product. Your return may not be accepted if the individual box or cloth/paper are marked, altered or damaged or you may be required to pay for the box and/or the cloth/paper.
Products should be returned in their original packaged condition to ensure they are adequately protected in transit.
In the case of a partial product return, in the interests of economy a smaller shipping box of a similar quality to the one shipped to you may be used along with a reasonable amount of shock absorbing material. However it is your responsibility to ensure that the packaging is adequate and the product is safe during return shipping.
The products are your responsibility until they reach us. Therefore, for your own protection, we recommend that you send the package using a delivery service that insures you for the value of the products.
Kogei Styling is not responsible for any product that is not returned in the manner set forth above.
Kogei Styling reserves the right to refuse returns or charge you for the value of any products that are damaged and/or do not meet the above return requirements at Kogei Styling’s sole discretion.
For international returns, please retain any documentation related to local customs duties and taxes documents, as they are the proof of your payment to the authority. We do not require such documents to be sent to us.
We do not accept EXCHANGES at this time.
Returns where we are at fault
In the rare case that a product that is delivered is not what you originally ordered or has apparent defects, we would appreciate it if you e-mail us immediately atcustomer@kogeistyling.co.jp before using the product and describe to us the problem and any defects in detail. We will do our best to work with you to fix the problems as soon as we can. If we ask you to the return the product, we will cover the cost of the return.
Refunds
Every effort will be made to ensure a prompt refund to you with e-mail notifications from the returns process. When your returned products are delivered back to us, you will receive a confirmation e-mail. Please allow up to 2 business days for the full inspection and review of the condition of the returned products. If we have any questions regarding your returns, we will contact you. If the fulfillment of returned conditions is confirmed and complete, we will send notification of the outcome to you via e-mail. Refunds will be processed at the time the return process is completed. Please be on notice that refunds exclude any shipping charges for the original delivery and return delivery, and/or any duties or levies. We will notify you if there are any additional shipping charges, import duties and taxes that were paid by us upon the return of products from you.
Please allow up to approximately 6 weeks from the time we have confirmed the fulfilment of the conditions of returns for the refund to be credited back to your account. Refunds will be made to PayPal account used to make the original purchase.