Refund policy

Eligibility for Returns

We accept returns within 7 days of product delivery (or within 14 days for customers located in the European Union). In principle, items must be unused, unworn, with all tags and instructions attached, and in their original packaging. To initiate a return, please contact us via email.

Return Shipping Fees

・If the return is due to our error (e.g., incorrect item shipped, defective or damaged product), we will cover all return shipping costs.
・If the return is due to customer preference or personal reasons, the customer is responsible for both the initial and return shipping costs (round-trip shipping fees).

How to Return an Item

To start a return process, please contact us at info@okawakagu.com. Once your return request is approved, we will provide detailed instructions on how and where to send your package. Items must be returned using UPS, DHL, FedEx, or your local postal service.

Refunds

Upon receiving and inspecting your returned item, we will notify you whether your refund has been approved. If approved, the refund amount (excluding shipping costs, where applicable) will be processed. Please note that it may take some time for your bank or credit card company to process and post the refund.

Exceptions – Items Not Eligible for Return

The following items cannot be accepted for return: 

・Custom-made or made-to-order products (products manufactured to customer specifications, personalized items, etc.). 

・(For non-EU customers only) Items that have been used or worn, items with opened or discarded packaging, products that have been assembled by the customer, or items damaged due to customer negligence.

【Special Note for Customers in the EU (Diminution of Value) 】

 In accordance with the EU Right of Withdrawal, if an item is used or handled beyond what is necessary to establish the nature, characteristics, and functioning of the goods (including significant damage to the packaging), resulting in a reduction of the product's value, we reserve the right to deduct an amount corresponding to this loss of value from your refund. In particular, for products that require assembly, if assembly has been initiated or completed by the customer, it will be deemed as handling beyond what is necessary. As this significantly reduces the commercial value of the product, a substantial deduction will be applied to the refund. Furthermore, any damage caused during disassembly or due to inadequate repacking for return shipping will also be subject to refund deductions.

Damages and Issues

Please inspect your order immediately upon receipt. If the product is defective, damaged, or if you receive the wrong item, please contact us immediately so that we can evaluate the issue and make it right by offering a replacement or return. To facilitate a smooth compensation claim with the shipping carrier, we kindly ask you to provide the following photographs:
・Photos showing the damage to the outer packaging (visible external impact)
・Photos showing the internal packaging (placement of cushioning material and the product)
・Photos showing the actual damaged state of the product
Providing these photos will ensure a smoother and faster inspection process by the shipping carrier. Thank you for your cooperation.

Important Note

If a product is returned to us because customs duties or taxes were left unpaid by the customer, the return will be canceled, and the actual cost of return shipping will be charged to the customer.