Refund policy

Cancellations and Returns

Order Cancellations

As a general rule, we do not accept order cancellations once an order has been placed.
Exceptions apply only in cases where we are unable to deliver the product within the delivery timeframe we have informed you of due to circumstances on our side.

We appreciate your understanding.

Returns and Exchanges

We take every precaution to ensure the quality of our products.
However, if any of the following issues occur during delivery, we will accept returns or exchanges at our expense:

  • The product arrives damaged or soiled

  • A product different from the one ordered is delivered

If you wish to request a return or exchange for the reasons listed above, please contact us within ５ days of receiving the product using the contact details below.

Please note that shipping costs for returns or exchanges due to size issues will be the customer's responsibility.

We will contact you by email or phone using the contact information provided at the time of your order.
Please keep the product in its original packaging and condition as received until we provide further instructions.

If an exchange is not possible due to the item being sold out, discontinued, or a limited edition, we will issue a refund for the product price and any applicable bank transfer fees.

Cooling-Off Period

The cooling-off system applies only to door-to-door sales under Japanese law.
As our products are sold via online mail-order (e-commerce), the cooling-off period does not apply.
Thank you for your understanding.

Contact Information

Email Address:
(Business Hours: 12:00 PM – 6:00 PM JST)

Closed on Saturdays, Sundays, and public holidays

Return Address

SOW INOUE ONLINE STORE
Sara Co., Ltd.
288 Higashihashizaki, Kamioka-cho,
Tatsuno City, Hyogo Prefecture 679-4109
Japan

Important Notes

We do not accept returns or exchanges due to customer preference or convenience.

Additionally, returns or exchanges will not be accepted in the following cases:

  • Requests made more than 5 days after the product has been delivered

  • Products that have been used by the customer

  • Products damaged or soiled by the customer

  • Products that have been altered or repaired by the customer

  • Products with missing, damaged, or soiled packaging, tags, manuals, or accessories

All products sold by our store meet the manufacturer’s quality standards and have passed inspection criteria set by authorized domestic distributors.
Minor scratches, scuffs, color irregularities, dents, or distortions that unavoidably occur during the manufacturing process are considered acceptable quality and do not qualify for returns or exchanges.