Cancellation & Refund Policy
RETURN POLICY
All sales are final. We do not accept returns, unless the product is defective, or a wrong item has been sent. If you have any concerns or questions about something you wish to order, please contact us. We might be able to send you additional information, images, or videos of the item.
REFUND POLICY FOR DEFECTIVE OR WRONG ITEMS
Defective or wrong items will be exchanged for new ones. If the item was a one-of-a-kind item, We will offer you an item of similar size, material, and style instead. The exchange period for defective or wrong items is 7 days, starting on the day that the item has been received by you (proof of delivery notice by shipping company). Please note that certain conditions apply, in order for an item to be eligible for exchange (see below).
Conditions
• The item was purchased in this online store.
• The item is unused and in its original packaging.
• The exchange request was sent via the contact form on this website by the customer who has ordered the item, and within the 7-day exchange period.
• The item was returned using the specified shipping method.
Exceptions
The following items are NOT eligible for exchange:
• Art Coaching Sessions, Private Art Lessons & Workshops*
• Digital Downloads
• Items that got damaged or lost during shipping
*In case a coaching session, lesson, or workshop gets canceled on our behalf, we do not refund the fee but offer a new date for rescheduling instead.
EXCHANGE PROCEDURE
① Please contact us via the contact form, and include your order number and a description of the defect or wrong item.
② To assess if the item is eligible for an exchange, we might request additional information. We might ask you to send us proof of purchase (receipt or invoice) and/or proof of delivery (delivery notice by shipping company). We also might request photos of the defect or wrong item. If requested, please send us a copy of these documents via email.
③ If the item is eligible for an exchange, we will send you instructions via email on how to return the item (if applicable). Please note that we do not accept returned items that have been sent through methods other than instructed.
④ Once we have received the returned item in unused condition and with original packaging, a new item will be sent to you free of charge.
If you have received a defective or wrong item, please contact us within 7 days via the contact form: https://atelierkanno.stores.jp/inquiry