Refund policy

Return Policy (Refund Policy)

Please promptly check the contents and condition of the product upon arrival.

Our store accepts return requests only if you contact us in advance within7 daysafter the product arrives. Returns, exchanges, or refunds cannot be accepted as a general rule after 7 days have passed.

However, regarding the statutory right of withdrawal applicable to consumers residing within the EU, the provisions under "For Customers within the EU" below take precedence.

If you wish to return a product, please be sure to contact us in advance at the email address below. Returns without prior notice cannot be accepted.
hello@musicforliving.jp

Conditions for Accepting Returns

Returns are accepted only if all of the following conditions are met.

  • The product is unused.
  • The product is in the same condition as when it arrived.
  • All tags, accessories, and outer packaging must be complete
  • The product must be free of dirt, scratches, damage, and odors
  • The item must be in a resalable condition
  • You must present the order number or proof of purchase

Return address

The return address will be provided upon approval of the return request. Items returned without prior notice, before approval by our store, or by methods other than those specified by us will not be accepted as returns.

Shipping and handling fees for returns

  • Return shipping fees, packaging costs, and bank transfer fees are the responsibility of the customer.
  • We do not accept items sent cash on delivery.
  • In the case of returns due to customer reasons, we will refund the amount after deducting a 10% return handling fee from the product price. However, if there are special provisions stipulated by law, such as the statutory right of withdrawal applicable to customers within the EU, those provisions will take precedence.
  • If a return occurs for an order shipped with free shipping, we may deduct the shipping cost borne by our store at the time of shipment from the refund. However, regarding the statutory right of withdrawal applicable to customers within the EU, the provisions in the section "For Customers within the EU" below will take precedence.
  • Due to circumstances involving payment companies, currency exchange, financial institutions, etc., the refund amount may differ from the amount paid.

Products that cannot be returned, exchanged, or refunded

The following products are excluded from returns, exchanges, and refunds.

  • Made-to-order items, custom products, personalized items, special order products
  • Products manufactured or processed according to customer requests
  • Embroidered name products, custom-made bags, and products with custom specifications
  • Used products
  • Products whose value has decreased after opening
  • Products missing tags, accessories, or outer packaging, or those that are damaged
  • Sale items, outlet products, clearance items, gift cards
  • Food, fresh flowers, plants, and other products unsuitable for returns
  • Products unsuitable for returns due to hygiene or safety reasons
  • Products with stains, scratches, damage, deformation, or odor transfer caused by the customer’s responsibility
  • Orders using forwarding services, proxy delivery services, etc.

Regarding returns of overseas shipped products

For products shipped overseas, returns, exchanges, or refunds due to customer reasons are generally not accepted, except for the statutory withdrawal rights applicable to customers within the EU.

Customs duties, import taxes, customs clearance fees, and various costs incurred in the destination country shall be borne by the customer.

In the following cases, refunds will not be issued, or refunds may be made after deducting actual expenses incurred by our store.

  • Unpaid customs duties or import taxes
  • Refusal to accept delivery
  • Long-term absence
  • Incorrect address
  • Unable to deliver
  • Expiration of storage period by the delivery company

Also, in the event that the product is lost or damaged during return or customs clearance, our store cannot be held responsible.

For customers within the EU

This section applies only to consumers residing within the EU. In case of any conflict between this section and other provisions of this policy, the content of this section shall take precedence.

Consumers residing within the EU may exercise their right of withdrawal for any reason within 14 days from the date of receipt of the product, in accordance with the EU Consumer Rights Directive.

If you wish to exercise the right of withdrawal, please notify us within 14 days from the date of receipt of the product using the withdrawal form, withdrawal button, or other methods specified by our store.

The customer is responsible for the return shipping costs, customs duties, import taxes, customs clearance fees, and any other expenses necessary for the return associated with exercising the right of withdrawal.

However, the following products are excluded from the right of withdrawal.

  • Custom products, made-to-order products, personalized products, and special order products.
  • Embroidered name products, made-to-order bags, and custom specification products.
  • Products manufactured or processed according to customer requests.
  • Products unsuitable for return due to hygiene or safety reasons.
  • Products that are difficult to resell after being opened.

The product must not be used beyond the necessary scope to check the nature, characteristics, and functions of the product. If the product value has decreased, the depreciation amount may be deducted from the refund amount.

After confirming the returned product, we will refund the product price and the initial standard shipping fee only if the return conditions are met. If the customer selects a shipping method other than standard shipping, the additional shipping cost will not be refunded.

Return shipping fees, express delivery charges, special shipping costs, customs duties, import taxes, customs clearance fees, payment processing fees, etc., are not refundable.

If the product is returned due to refusal to pay customs duties/import taxes, refusal to accept delivery, long-term absence, incorrect address, undeliverable conditions, or other customer-related reasons, except when the right of withdrawal under EU law has been properly exercised, we may refund the amount after deducting shipping fees at the time of dispatch, return shipping fees, customs-related costs, and other actual expenses incurred by our store, or we may refuse the refund.

Refusal to pay customs duties/import taxes or refusal to accept delivery alone will not be considered as exercising the right of withdrawal under EU law. To exercise the right of withdrawal, you must clearly notify us using the method prescribed by our store.

Regarding Damage, Defects, and Incorrect Delivery

If the product is damaged, defective, or incorrectly delivered, please contact us within 3 days including the date of arrival.

For verification, we may ask you to submit photos of the product, outer box, packaging materials, delivery label, etc.

Claims made after the 4th day following arrival are generally not accepted, as it becomes difficult to determine whether the damage occurred during shipping or after delivery.

Exchanges

We do not offer an exchange service. If you wish to purchase a different product, please place a new order after your return has been approved.

Refunds

Refunds will only be issued after the returned product has arrived, been inspected by our store, and the return has been approved based on meeting the return conditions.

Refunds will, in principle, be processed using the original payment method. After the refund process is completed, it may take additional time for the credit card company, payment processor, or financial institution to complete the actual deposit.

Refunds related to the statutory right of withdrawal for customers within the EU will, as a rule, be made within 14 days after receiving the withdrawal notification. However, refunds may be withheld until the returned goods arrive or the proof of return is confirmed.

If a refund cannot be confirmed after a reasonable period following the refund notification, please contact us at the following.
Email:hello@musicforliving.jp