退款政策

Most items sold on SuzyKirei cannot be returned, for reasons of hygiene, safety, and product integrity. We do stand behind every order, though. If your item arrives damaged, defective, or incorrect, contact us within 3 days of delivery and we will make it right.

If your item arrives damaged, defective, or incorrect

Please inspect your order as soon as it arrives. If anything is damaged, defective, or incorrect, contact us at shopsuzykirei@gmail.com within 3 days of delivery so we can review the issue and help.

To be eligible for a return in these cases:

  • The request is submitted within 3 days of delivery
  • The item is unused and in the same condition you received it
  • The original packaging is intact

Items sent back without prior approval are not accepted.

Items not eligible for return

We cannot accept returns for:

  • Change of mind or personal preference
  • Products that have been opened, used, or are no longer in their original sealed packaging
  • Sale items or items bought with a promo code
  • Shipping delays caused by weather, customs, or local carriers, which are all outside our control

Return shipping

Approved returns must be shipped back to Japan. Return shipping and insurance costs are the customer’s responsibility. Once your request is approved, we will send a return shipping label and detailed instructions.

Exchanges

We do not offer direct exchanges. If your return is approved, please place a new order for the replacement item.

Refunds

Once we receive and inspect the returned item, we will let you know whether the refund is approved. If it is:

  • The refund is issued to your original payment method within 10 business days
  • The refund covers the product price only
  • Original shipping, currency conversion, and payment processing fees are non-refundable, including on orders that qualified for free shipping

Your bank or card provider may need extra time to post the refund. If more than 15 business days have passed since your refund was approved and you have not received it, contact us at shopsuzykirei@gmail.com.