kaguyasu

Return Policy

We strive to ensure the complete and timely delivery of all products. However, in the event of any unforeseen circumstances or if you have any questions, please contact our customer service team for assistance.

Returns Due to Quality Issues

If the fault lies with us, we will offer a refund, product exchange, or replacement parts in the following cases:

1.The product has significant quality issues or defects.

2.Incorrect shipping or missing items (e.g., products not matching the order).

3.Inspect Upon Receipt: Please inspect the items upon receipt. If any damage or errors are found ,issue must be reported within 3 business days since the day of delivery. Return or exchange requests made after this 3-day period will not be supportive.

Non-Returnable or Non-Refundable Items

1.Products Returned Due to Customer Reasons: Returns caused by customer errors, damage, stains, missing items, or similar reasons.

2.Made-to-Order or Personalized Items: All made-to-order or personalized products.

3.Products with Potential Shipping Damage Due to Irreversible Packaging: Products where the packaging has been altered or product identification codes/tags have been lost, which may result in shipping damage.

4.Used Products: Any products that have been used.

5.Clearance Items: All clearance products.

6.Products with Installation Marks: Products, such as wooden furniture, that may have installation marks affecting their resale condition.

7.Products with Minor Scratches: Products with minor scratches that do not affect functionality.

8.Products with Minor Color Variations: Products where the actual color may differ slightly from what is displayed on the website.

9.Products with Minor Size Differences: Products with size differences of less than 0.5 inches.

Please note：The actual product color may differ from the images displayed on our website. If you have any concerns about this, feel free to contact our customer service team to request real product images for reference.

Refund Policy And Additional Fees

1.If you receive a damaged item, we will assess the severity of the damage to determine if it qualifies for compensation and the amount. 

1).For minor damages such as scratches or small dents, we will negotiate a refund of 2%-10% of the order amount.

2).For significant damages, we will discuss with you whether you wish to keep the item. If you choose to keep it, we will offer compensation of 20%-30% of the order amount.

3).Additionally, if applicable, we may offer a replacement item at no extra cost.

2.Shipping charges for the original order are non-refundable.

3.If you request to cancel your order after placing it due to personal reasons (such as no longer wanting the item, dissatisfaction with delivery time, etc.), a cancellation fee will apply:

1).If the order has been confirmed but not yet produced, an 8% cancellation fee will be charged.

2). If the product is completed but not yet shipped, the cancellation fee will range from 20%-50% of the order amount.

3). Once the product has shipped or is in transit to our warehouse in the U.S., an 80% cancellation fee will be applied.

4.If a returned item is found to be damaged upon arrival at our warehouse, we will deduct the cost of the damages from your refund.

5.For damages caused during assembly or disassembly, small replacement parts can be sent at no charge. However, larger parts may incur additional charges, and we do not cover any installation costs or refund requests related to installation fees.

6.If incorrect shipping information is provided by the customer, or if re-delivery or multiple installation attempts are required due to customer actions, any associated costs will be the responsibility of the customer.

7.If you wish to change the color, size, or style of your order after production has begun, the following fees will apply:

1).Prior to shipping, a 20% change fee will be charged.

2)After shipping has started or once the order has arrived at our U.S. warehouse, a 50% change fee will be charged.

Steps for Initiating a Return

1.Contact our customer service team at support@kaguyasu.com to start the return process.

2.Inform us of your return request, including your order details and reason for return.

3.Our customer support team will guide you through the return process and provide the address

4.Arrange for furniture pickup.

5.Receive your returned furniture.

6.Refunds will be processed and returned to your payment account once we have confirmed the request.

Please note：The refund process usually takes 7-10 business days after coordination with customer service. We kindly ask that you refrain from initiating a chargeback, as this can extend the process. If a chargeback is initiated, please be aware that credit card companies may take 2-3 months to resolve the issue.

Contact for Returns and Refunds

For any queries related to returns or refunds, please reach out via email at support@kaguyasu.com.