Returns & Refunds Policy
Right of Withdrawal
If you have made a purchase as a consumer, you have the right to withdraw from your purchase within 14 calendar days of receiving your order without providing any reason.
Return Conditions
To be eligible for a return, the product must:
- Be unused.
- Be in its original condition.
- Be returned in its original packaging whenever possible.
- Include all accessories and items supplied with the product.
North Tokyo reserves the right to refuse returns that do not meet these conditions.
Non-Returnable Items
The following items cannot be returned:
- Customized or made-to-order products.
- Products that cannot be returned for hygiene or health protection reasons once unsealed, where applicable.
- Products damaged due to misuse or improper handling.
Defective or Incorrect Products
If you receive a defective, damaged, or incorrect product, please contact us within 48 hours of receiving your order.
After reviewing the issue, we will, where appropriate, arrange a replacement or issue a full refund.
Return Shipping Costs
If the return is made under the consumer's right of withdrawal, the customer is responsible for the return shipping costs.
If the return is due to an error by North Tokyo or because the product is defective, we will cover all associated return shipping costs.
Refunds
Once the returned product has been received and inspected, the refund will be processed using the same payment method used for the original purchase.
Depending on your bank or payment provider, it may take 5–10 business days for the refund to appear in your account.
How to Request a Return
To request a return, please contact us by email and include the following information:
- Order number.
- Customer name.
- Reason for the return.
- Photographs of the product, where applicable.
Contact Email:
