Returns & Refunds Policy

We want you to be happy with your purchase. If you change your mind about an item purchased from our online store, you may cancel your order and return the item in accordance with your statutory rights.

Change of Mind

Under UK consumer law, you normally have 14 days from the day after receiving your order to tell us that you wish to cancel your purchase.

After notifying us, you have a further 14 days to return the item.

To request a return, please contact us at cs@kokorojapan.co.uk with:

• Your order number
• The item(s) you wish to return
• The reason for the return, if you wish to provide one

You do not normally need to give a reason for cancelling your order.

Condition of Returned Items

Please take reasonable care of the item while it is in your possession.

Items should be returned in their original condition, with original packaging and any accessories where possible. You may handle an item as you would in a shop to check its nature, characteristics and functionality.

If an item has been used or damaged beyond what is necessary to inspect it, we may be entitled to make a deduction from the refund where permitted by law.

Return Postage

For a change-of-mind return, the customer is responsible for the cost of returning the item.

If the item is faulty, damaged on arrival, not as described, or we sent the wrong item, please contact us before returning it. We will arrange an appropriate solution and cover reasonable return costs where applicable.

Refunds

Once we receive the returned item, we will process your refund within 14 days.

For a valid cancellation, we will refund the standard delivery charge paid for the original order. If you selected a more expensive delivery option, we only need to refund the cost of standard delivery.

Refunds will normally be made to the original payment method.

Faulty or Incorrect Items

If your item is faulty, damaged, not as described, or you have received the wrong item, please contact us as soon as possible with your order number and, where appropriate, photographs of the issue.

Your statutory consumer rights are not affected by this policy.

Non-Returnable Items

Certain products may be excluded from cancellation rights where permitted by law, such as personalised items or goods that are sealed for health or hygiene reasons and have been unsealed after delivery.

Where an exclusion applies, this will be clearly stated on the relevant product page.

Contact

For any questions about delivery, returns or refunds, please contact:

Email: cs@kokorojapan.co.uk

Business name: Kokoro Japan