Return, Exchange, And Refund Policy

Welcome to our Return, Exchange, and Refund Policy page! At Kaguyasu, we strive to ensure your satisfaction with our products. Below are the details of our policies designed to help you with returns, exchanges, and refunds.

Important Product Information

All Products on This Website are Customized Items. Our products are considered customized for the following reasons:

Each item is sourced according to customer's specific size and style selections
All orders go through specialized warehouse and delivery processes
Every order is processed specifically based on customer choices

Due to the nature of computer or mobile device displays, product images may appear different from actual colors. (Please contact us before purchase if you would like more information about colors, etc.)
While we take all possible measures to ensure our product quality, in case the product is damaged or soiled upon delivery, or if you receive a product different from what you ordered, we will check stock availability and discuss solutions with you as soon as we receive your report.
Additionally, in cases of missing parts, we will arrange for immediate parts shipment.
Due to the nature of the products, please contact us within 3 days of product delivery if the product is defective or damaged. Minor scratches, dents, or peeling that do not affect usage may not be eligible for exchange or return.

Return Period

We offer a 60-day return window. However, any quality issues must be reported within 3 days of receiving the goods. Returns reported after the 3-day inspection period will not be processed.

Return Policy

1. Quality Issues And Inspection

Please inspect items upon receipt
Report any damage or errors within 3 days
Shipping damage must be reported within 24 hours with photos

2. Acceptable Returns

We only accept returns for:

Significant quality issues or defects
Wrong items shipped
Shipping damage affecting product use (reported within 24 hours)

3. Non-Returnable Cases

A. Personal Preference Issues:

Dislike of style, color, or material
Color variations within normal range
Size or space issues after measurement
Change of mind or decorating plans

B. Used Products:

Items with noticeable scratches, stains, or wear
Assembled or installed items
Items with opened, damaged, or lost packaging

C. Customized Products:

Items specially made to customer specifications
Items with personalized features or dimensions
Items that cannot be resold due to customization

D. Customer-Damaged Products:

Items damaged through misuse or negligence
Modified or altered items
Items exposed to harmful conditions

Steps for Initiating a Return

1. Contact our customer service team at support.au@kaguyasu.com to start the return process.

2. Inform us of your return request, including your order details and reason for return.

3. Our customer support team will guide you through the return process.

4. Arrange for furniture pickup.

5. Receive your returned furniture.

6. Refunds will be issued through your original method of payment.

Please note that for credit card payment refunds, it may take up to one billing cycle for your account to be credited. During the return process, please do not request a chargeback from your credit card company due to the time it takes to resolve chargeback disputes.

Once you initiate a chargeback, the bank immediately takes the disputed amount from us, and the process will take longer than a regular refund. Therefore, if you have any concerns, please contact our customer service team, and we will actively cooperate to resolve your issue.

Return Address

Do not return to the original shipping address. Instead, contact us at support.au@kaguyasu.com for the return address.

Refund Policy

Refunds will be partial and determined based on the situation. The exact amount to be refunded will be assessed case-by-case.
Refunds can only be processed once both parties have agreed on the terms.
If you cancel the order after the product arrives in Australia without prior notice, we will not be able to accommodate any reason for the cancellation.
If you fail to notify us in advance and then cancel the order after the product arrives in Australia, you will be required to bear 80% of the total order amount.

Order Placement and Product Customization

If a customer requests a refund after placing an order but before product customization, we are unable to give you a full refund because we have to charge you 5% as a credit card processing fee.

Product Manufacturing and Internal Warehousing (Pre-Shipment)

For custom-made furniture that has already been completed and procured to our internal warehouse, but is returned before being shipped to Australia, a 25% deduction will be applied from the total payment amount.

Products Shipped Overseas, Arrived, or Pending Arrival at Australian Warehouse (Pre-Delivery)

If a product is already shipped overseas, arrived, or pending arrival at our Australian warehouse but not yet delivered to the customer, 50% of the total payment amount will be deducted.

Products in Australian Warehouse and Shipped

If a product has arrived at our Australian warehouse and has been sent to the customer, a deduction of 80% will be made from the total payment amount.