Refund policy

Return and Refund Policy

The refund fee for credit card payments has been changed.

Please contact us at info@tsuruto.com within 5 days of receiving the product. Please note in advance that the procedure may vary depending on the product.

As a general rule, we do not accept returns, exchanges, or refunds due to customer convenience (e.g., the item differs from your expectations, ordering mistakes). Please be aware of this in advance. Additionally, there may be differences in color and texture between the actual product and the image displayed on your PC monitor. Depending on the characteristics of the product, there may also be variations in shape, color tone, etc., compared to the product shown on the screen.

Please note that we cannot accept returns, exchanges, or refunds in the following cases:

• Products that have been used once
• Products that have been washed
• Products with their tags removed
• Made-to-order products requested by the customer
• Products damaged or soiled by the customer
• Campaign items and limited-price items

[Regarding Size Changes and Exchanges]

If you wish to change the size, you will be responsible for the shipping costs when returning the item for exchange. Please also note in advance that the shipping costs for sending the replacement item will be borne by the customer. Please confirm the size carefully before purchasing.

Furthermore, when returning the item for exchange, please ensure that the product is securely packaged before handing it over to the delivery company. In the unlikely event that the returned product is damaged or soiled, we will charge you for the repair costs.

[In Case of Defective Products]

We take all possible measures to ensure the quality of our products, but in the unlikely event that a product is defective, we will exchange it. Please contact us at info@tsuruto.com within 10 days of receiving the product.

In this case, we will bear the shipping costs, so please send it back cash-on-delivery (COD).

[Exchange Warranty Period for Woodworking Products]

If a defect (cracking, warping, etc.) naturally occurs in the woodworking products handled in our online store, we will exchange it. The warranty period is one year from the product shipment date, and we will accept requests for repairs for defects that occur after that period. Repair fees will be quoted on a case-by-case basis, and depending on the situation, we may not be able to accept the repair. Please note this in advance. * The customer is responsible for the product's shipping costs during repairs.

In addition, while we design our products to be used for a long time, due to the nature of natural wood, there will be changes in shape and color over time. Please purchase with an understanding of this characteristic.

Refund Procedures

Refund procedures will be processed after the returned product arrives at our returns reception desk. The refund method varies depending on the payment method used at the time of purchase.

Furthermore, for returns other than defective products, as a general rule, the refund will be made after deducting the credit card company refund fee + administrative fee (4.5%) and/or a bank transfer fee (a flat rate of 300 JPY). Please be aware of this in advance.

Credit Card Payments:

Refunds will be processed through the credit card company you used. Please note that depending on your billing cycle, you may be billed once before the refund is processed. The refund will be made via the credit card company in the month following or the month after the billing date, and will be indicated as a "minus" on the statement from the credit card company (this varies by credit card company).
* Since a refund fee to the credit card company will be incurred, we will issue the refund after deducting the credit card company refund fee + administrative fee (4.5% of the total tax-included product price and shipping fee). Please understand this in advance.

Bank Transfer:

If you paid by bank transfer at the time of purchase, we will refund the amount to your designated account after deducting only the bank transfer fee (a flat rate of 300 JPY) from the purchase price. You will need to provide the following refund destination information:

• Bank Name:
• Branch Name (Kana):
• Branch Number:
• Account Type (Ordinary / Checking):
• Account Number:
• Account Holder Name (Kana):

Please note that refunds can only be made to a Japanese bank account where the account holder's name matches the name and information of the person who placed the order (the customer). Please allow approximately 2-3 weeks for the refund to be processed.

* As a general rule, if a partial refund occurs, we will process it by sending a gift card (for the refunded amount) that can be used at our online store.

* We will contact you after the product is purchased and before it is shipped. In the unlikely event that we cannot reach you by email and phone, your order will be treated as canceled 15 days after the date of purchase. If a refund occurs in this case, the procedure will differ depending on whether the payment was made by credit card or bank transfer.

[For Customers Purchasing from EU Member States (Special Provisions Regarding the EU Right of Withdrawal)]

Regardless of other provisions in this policy, the following special provisions based on EU consumer protection laws shall preferentially apply to customers purchasing from EU member states.

• Right of withdrawal: Customers have the right to withdraw (return) their order for any reason within 14 days of receiving the product. If you wish to withdraw, please contact us at info@tsuruto.com within this period.
• Return Shipping Costs: If you exercise your right of withdrawal to return an item, the shipping costs for returning the item to us (in Japan) shall be borne by the customer.
• Exemptions: Products made to order upon the customer's request (custom-made or bespoke items) are excluded from the right of withdrawal as they are manufactured according to the consumer's specifications, and therefore cannot be returned.
• Diminished Value: If the product is handled beyond what is necessary to establish its nature, characteristics, and functioning, resulting in a diminished value of the goods, we may deduct an amount from the refund.

Enacted on April 15, 2020
Last revised on June 15, 2026
End of document