Returns & Exchanges

Returns & Exchanges

HAYAMA NOWA (the "Service") operates as a marketplace where individual sellers based in Hayama, Japan, offer and sell their products. The Service provides a platform for sales, processes payments on behalf of sellers, and serves as the primary customer contact point.

While each seller is responsible for product quality, delivery, and returns, the Service will act as the contact point and coordinate communication between customers and sellers.

Returns & Exchanges Eligibility

Customers may request a return or exchange within 14 days of receiving the product.

Returns or exchanges are accepted under the following conditions:

  • The product is defective or damaged
  • The wrong product was delivered
  • The product was damaged during shipping
  • The customer requests a return for personal reasons (only if unused and unopened)

Non-returnable Items

Returns or exchanges will not be accepted in the following cases:

  • Requests made after 14 days of delivery
  • Used, worn, or washed items
  • Missing tags, packaging, or accessories
  • Made-to-order or custom-made products
  • Items that cannot be resold for hygiene reasons

Return Process

Before returning any item, customers must contact the Service in advance.

  1. Contact us with your order number, product name, and reason for return
  2. The Service will provide return instructions
  3. Return the item according to the instructions
  4. After inspection, a refund or exchange will be processed

Return Shipping

For returns due to customer preference, return shipping costs are the responsibility of the customer.

For defective items, incorrect deliveries, or shipping damage, the seller will cover the cost or reimburse the return shipping fee.

Refunds

Refunds will be processed within 7 business days after the returned item has been received and inspected.

Refunds will be issued via the original payment method. Depending on the payment provider, it may take additional time for the refund to appear.

Regional Note

For customers in the UK and EU:

This policy is designed in accordance with applicable consumer protection regulations, including the right to return within a specified period under certain conditions.

For customers in Japan:

This policy is aligned with common commercial practices in Japan.