Refund policy

At IORI, our products are carefully prepared and shipped directly from our shop in Ehime, Japan. Please review the following policy before placing your order.

1. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery. If an item arrives damaged, defective, or different from what you ordered, contact us as soon as possible and include:

  • Your order number

  • A description of the issue

  • Photographs of the item and shipping package

After reviewing the information, we will provide an appropriate solution, such as a replacement or refund. If we ask you to return the item, IORI will cover the reasonable return shipping cost.

This section does not apply to damage caused after delivery, normal wear, washing, improper handling, or failure to follow the product’s care instructions.

2. Change-of-Mind Returns

Because orders are shipped internationally from Japan, we are generally unable to accept returns or exchanges due to a change of mind, personal preference, or selection of the wrong product, size, or color.

This does not affect any cancellation or return rights that cannot be excluded under applicable consumer protection laws. If you believe that such a right applies to your order, please contact us within the legally required period before returning any items.

Where permitted by law, the customer is responsible for return shipping costs. Any return must follow the instructions provided by IORI and should be sent using a tracked shipping service.

3. Items That Cannot Be Returned

The following items are not eligible for change-of-mind returns:

  • Items that have been used, washed, damaged, or altered after delivery

  • Customized or personalized products

  • Sale or clearance items clearly marked as non-returnable at the time of purchase

  • Gift cards

  • Services already provided, such as gift wrapping

This does not affect your rights if an item arrives damaged, defective, or incorrect, or where a return or refund is otherwise required by law.

4. Refused, Unclaimed, or Unsuccessful Deliveries

If an order is returned to Japan for any of the following reasons, we will process any eligible refund after the package has arrived at and been inspected by IORI:

  • The recipient refuses the shipment

  • The recipient does not accept or claim the package

  • Required import charges not collected at checkout remain unpaid

  • An incorrect or incomplete delivery address was provided

  • Required delivery or customs procedures were not completed

The original shipping charge is not refundable. Any actual return shipping charges and other non-recoverable carrier, customs, payment-processing, or transaction costs caused by the return may be deducted from the merchandise refund, to the extent permitted by law.

If these costs equal or exceed the eligible merchandise value, there may be no remaining amount to refund. We can provide a breakdown of the deduction upon request.

5. Import Duties and Taxes

Import duties and taxes are handled differently depending on the destination.

United States

Applicable import duties and related charges are collected at checkout and the order is shipped using a duty-prepaid service.

If you receive an unexpected payment request before delivery, please contact us before paying or refusing the package.

If an order is returned, duties or import-related charges that have already been remitted may not be recoverable. Any refund of these amounts will depend on whether they can be recovered from the customs authority or duty-processing service.

Other International Destinations

Unless checkout specifically states otherwise, import duties, VAT, customs charges, and similar fees are paid by the recipient.

These amounts are collected by local authorities or carriers and cannot normally be refunded directly by IORI. Customers may need to apply to their local customs authority for any available refund.

6. Refund Processing

Once an approved return has been received and inspected, we will normally process the refund within 3–5 business days.

Refunds are issued to the original payment method and in the original transaction currency. Your bank or payment provider may require additional time to display the refund.

IORI cannot refund exchange-rate differences or additional fees charged by banks, card issuers, or payment providers.

7. Order Cancellation

Please contact us as soon as possible if you would like to cancel an order.

If we confirm the cancellation before dispatch, a full refund will be issued. Orders cannot be cancelled after dispatch and will instead be handled according to this Return and Refund Policy.

Contact

To request a return or ask a question about a refund, please contact us through the contact form on our website or by email at iori.global@i-ori.jp.