Return & Exchange Policy

If you receive an item that is damaged, defective, or different from what you ordered, please contact support@matsuhisa-japan.com within 7 days of delivery with the information listed below.

After verifying the situation, we will share instructions for the exchange or refund process.

Please wait for our confirmation before returning any items.

We cover all shipping costs for replacements and bank transfer fees for refunds.

• Order number
• Your full name
• Photos clearly showing the issue (e.g., packaging condition, damaged area, and full item)

If you do not receive a reply within 3 business days, please resend your email.

We do not accept returns or exchanges for the reasons listed below.

• The item looks different from what I expected.
• I ordered the wrong size or quantity.
• Import duties or shipping costs were higher than expected.

Color or texture may vary slightly depending on your monitor settings.

International orders:
We cannot accept returns or exchanges due to customer preference for international shipments.

Domestic (Japan):
If a package is returned to us, we will refund the order after deducting the actual round-trip shipping cost.

International:
If a package is returned to us, we will deduct the round-trip shipping cost plus any customs duties, import taxes, or return handling fees before issuing a refund. No refund will be issued if these costs exceed the order amount.

Please ensure that your shipping address and contact details are entered correctly when placing your order.

Refunds will be processed using the original payment method whenever possible.

For bank transfer payments, refunds will be sent to your designated bank account.

Please allow 5–10 business days for the refund process to be completed.