TSURUGI INC.
Effective Date: 2026.01.01
This Return & Refund Policy applies only to purchases made through the Online Shop section of www.tsurugi.co.jp.
1. GENERAL RETURN CONDITIONS
Returns are accepted only with prior written approval from TSURUGI INC. Unauthorised returns may be refused. To be eligible for return:
- Item must be unused
- Item must be unopened
- Item must be in original packaging
- Item must be returned within 7 days of delivery
Refunds are issued only after the item is physically received and inspected at our warehouse in Japan.
2. NON-RETURNABLE ITEMS
The following items are strictly non-returnable and non-refundable:
- Intimate Wellness products
- Hygiene-related products
- Opened or used items
- Items damaged after delivery
- 1.99$ Shop items
- Products marked as final sale
For hygiene and safety reasons, once packaging is opened, the sale is final.
3. CHANGE OF MIND RETURNS
If a customer wishes to return an unopened item for personal reasons (change of mind):
- Original shipping fee is non-refundable
- A 15% restocking fee applies
- Return shipping costs are the responsibility of the customer
Refund will be issued only after the item is received in unused condition and inspection confirms compliance with return standards.
4. DAMAGED OR USED ITEMS
Returns will not be accepted if the product has been opened, shows signs of use, packaging is damaged by the customer, or the product is returned incomplete. Such items will not be refunded and may be discarded.
5. WRONG ITEM OR COMPANY ERROR
If we ship an incorrect product, defective product, or damaged product (prior to shipment), we will cover return shipping costs and provide a full refund or replacement. Proof (photos/video) may be required.
6. CUSTOMS RETURNS & IMPORT ISSUES
Customers are solely responsible for compliance with their country’s import regulations. If a parcel is rejected by customs, refused by authorities, or returned due to prohibited goods or unpaid duties:
- Original shipping fee is non-refundable
- Return shipping charges imposed by carrier will be deducted from refund
- Restocking fee may apply if applicable
Refund (if any) will be processed after the parcel is physically received back at our warehouse.
7. UNCLAIMED OR REFUSED PARCELS
If a parcel is not collected in time, refused by the customer, or returned due to an incorrect address:
- Shipping fee is non-refundable
- 15% restocking fee applies
- Return shipping charges (if charged to us) will be deducted
- Refund processed only after parcel is returned to us
8. ECONOMY / NO TRACKING SHIPMENTS
For Economy shipping, there is no refund guarantee for lost or delayed parcels. Refunds are at the sole discretion of TSURUGI INC. By selecting this shipping method, the customer accepts all associated risks.
9. REFUND METHOD
Refunds will be issued via the original payment method. Processing time may vary depending on the payment provider.
10. CHARGEBACK ABUSE
If a customer initiates a charge back after confirmed delivery by tracking or in violation of this policy, TSURUGI INC. reserves the right to submit shipment documentation to payment processors, block future purchases, and pursue recovery of funds where legally permissible.