never knows heart (the “Shop”) accepts returns and refunds in accordance with the conditions set forth below.
1. Eligible Returns and Refunds
1.1 The Shop will accept returns or provide refunds only in the following cases:
1.1.1 The product is defective, damaged, or soiled upon arrival
1.1.2 The delivered product differs from the product ordered
1.1.3 The product was damaged due to an accident during shipping, as determined by the Shop
1.2 Even if a case falls under the preceding paragraph, the Shop may refuse a return or refund if the customer does not comply with the conditions or procedures specified by the Shop.
2. Non-Eligible Returns and Refunds
2.1 The Shop does not accept returns or refunds for any reason in the following cases:
2.1.1 Returns due to customer preference (including but not limited to differences in appearance, size, or ordering errors)
2.1.2 Requests made more than seven (7) days after the product has been delivered
2.1.3 Products that have been used, worn, washed, or opened
2.1.4 Products with damaged or missing tags, labels, or other accessories
2.1.5 Sale items, outlet items, or any products designated by the Shop as non-returnable
2.1.6 Products clearly marked as “Non-Returnable” on the product page
2.1.7 Products from which a protective tag attached by the Shop has been removed
3. Return and Refund Request Procedure
3.1 Customers wishing to request a return or refund must contact the Shop by email within seven (7) days of receiving the product, using the method designated by the Shop.
3.2 The following information must be provided or attached at the time of request:
3.2.1 Order number (beginning with “#”)
3.2.2 Customer name
3.2.3 Reason for requesting a return or refund
3.2.4 Photographs clearly showing the condition of the product (in cases of defects, damage, or soiling)
3.3 The Shop will review the submitted information and determine, at its discretion, whether a return or refund will be approved. As the Shop operates on a made-to-order, cross-border purchasing basis, returned items may not be restocked or resold.
4. Return Shipping and Associated Costs
4.1 If a return is approved, the customer must follow the return method specified by the Shop.
4.2 All costs associated with the return, including return shipping fees, packaging costs, shipping handling fees, customs clearance fees, and any other expenses, shall be borne entirely by the customer, regardless of the reason.
4.3 The Shop does not provide prepaid return labels.
Even if a return is approved, the customer is solely responsible for arranging return shipment, selecting a carrier, and preparing any required documentation.
5. Refund Method and Timing
5.1 Refunds shall, in principle, be processed using the same payment method used at the time of purchase.
5.2 For credit card payments, refunds will be processed through the external payment service provider, Stripe.
5.3 The timing of the refund may vary depending on the payment service provider or credit card issuer, and the Shop does not guarantee the timing of refund completion.
6. Refund Amount
6.1 Refunds are limited to the following amounts:
6.1.1 The product price
6.1.2 Shipping fees charged by the Shop for outbound shipping, only when the return is attributable to the Shop’s responsibility
6.2 Bank transfer fees, payment processing fees, foreign exchange losses, and other incidental costs may be excluded from the refund amount.
6.3 Coupons, discounts, or promotional offers used at the time of purchase are non-refundable and shall not be reinstated in the event of a return or refund.
6.4 When an order includes multiple items purchased with a coupon or discount, any approved refund shall be calculated based on the actual amount paid for the returned item.
7. Order Cancellation After Payment Confirmation
7.1 Once payment has been confirmed, order cancellations may be accepted only when the order status is “Processing”, as determined by the Shop.
7.2 If an order cancellation is approved after payment confirmation, the refund amount shall be calculated as follows: the total order amount minus refund handling fees and an administrative fee equivalent to seven percent (7%) of the product price.
7.3 This administrative fee is charged to cover payment processing costs, system handling fees, and operational expenses incurred as a result of the cancellation.
7.4 Orders with a status of “On hold” or “Completed” are not eligible for cancellation, regardless of the reason.
7.5 The Shop operates sales channels in Japan concurrently, and inventory availability may change in real time. Cancellations after payment confirmation may affect inventory allocation and other customers. The Shop appreciates the customer’s understanding in this regard.
8. International Shipping Disclaimer
8.1 Customs duties, import taxes, customs clearance fees, and similar charges incurred in international shipping are non-refundable.
8.2 The Shop shall not be liable for delivery delays, customs clearance delays, or holds imposed by customs authorities in international shipments.
8.3 Even in cases where damage occurs during shipping or for other reasons attributable to the Shop, return shipping costs are not refundable. However, if the Shop determines that return shipment is significantly difficult, the Shop may issue a refund without requiring the product to be returned.
9. Changes to This Policy
9.1 The Shop may revise this Refund and Return Policy without prior notice due to changes in laws, regulations, or operational policies.
9.2 Any revised policy shall become effective upon being posted on this page.
10. Contact Information
10.1 Inquiries regarding returns, refunds, or order cancellations should be directed to the contact details below.
Shop Name: never knows heart
Responsible Operator: Tomoyuki Komatsu
Email Address: hello@neverknowsheart.com