Refund policy
We take great care to ensure the quality of our products. However, we kindly ask for your understanding that returns or exchanges cannot be accepted unless the item is defective or you have received the wrong product. Due to the additional costs associated with international shipping—such as import/export duties, shipping fees, and longer transit times—this policy helps us maintain a smooth shopping experience for all customers. This does not affect the statutory right of withdrawal available to consumers residing in the European Union, as set out in the section "Withdrawal Form (EU Customers Only)" below.
Damages and issues
If you receive a damaged or incorrect item, please contact us within 7 days of delivery via email (info@kyo-ya.net) and include photos of the damaged or incorrect product(s). We will do our best to resolve the issue promptly and ensure your satisfaction.
Right of Withdrawal (EU Customers Only)
In accordance with EU consumer protection regulations, customers residing in the European Union have the right to withdraw from their purchase contract within 14 days from the date they receive their goods without giving any reason.
To exercise this right, you may easily submit your request through our dedicated [Withdrawal Form] available on our website. This form allows you to submit a request instantly by entering your name and order number, without requiring you to log into a customer account. Once submitted, an acknowledgment of receipt will be automatically sent to your email.
Return Shipping Costs & Guidelines:
・Return Shipping Fee: Customers are fully responsible for the return shipping costs (including shipping fees back to Japan, taxes, and duties incurred during return).
・Cancellations During Transit: If a withdrawal request is submitted after your package has already been shipped, the delivery cannot be canceled mid-transit. You must either accept the package and arrange for a return, or refuse acceptance at the time of delivery. Refunds will only be processed after the package has safely arrived back at our warehouse in Japan and its condition has been verified.
Damaged Items, Lost Shipments, and Value Diminishment: Returned products must be unused, undamaged, and have all tags attached. In addition, to prevent damage to the product during return shipping, please be sure to pack it in a box. While you have a statutory right to request a return, you are legally responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature and characteristics of the items. We reserve the right to reduce your refund amount or refuse a refund entirely (up to 100% deduction) if items are returned damaged, altered, stained, or if the package is lost in transit during return and fails to reach our facility. Please note that Kyoya Dye Works assumes no responsibility or liability whatsoever for any damage to products (such as loss, soiling, or breakage) that occurs during return shipping. Such matters are the responsibility of the customer or the shipping carrier.