Returns and Refunds Policy

We have established the following returns and refunds policy so that you can shop with peace of mind.

1. Returns for change of mind

For regular items, if you contact us within 7 days of receiving the item, we will accept a return of unused items only.

If you would like to return an item, please contact us by email or via the contact form, stating your order number, the item name and the reason for the return.

Returns are accepted under the following conditions:

• The item is unused.
• It has no scratches, stains, damage or modifications caused by you.
• All accessories are included.
• It is not an item excluded from returns, such as a custom-made item.

For returns due to a change of mind, such as a different impression, size or an ordering mistake, the return shipping cost is your responsibility.

Please note that, for returns due to a change of mind, the shipping fee paid at the time of your order is generally not refundable.

Please always contact us before returning an item. We will let you know the return address and the return method.

2. Defective, damaged or incorrectly delivered items

If an item you receive is defective, damaged, incorrectly delivered, or significantly different from its description, please contact us.

If you can send us your order number and a photo showing the condition of the item, we will be able to help you more smoothly.

After confirming the details, we will respond appropriately — with an exchange, repair, return or refund — depending on the situation and applicable laws.

For returns or exchanges due to our responsibility, we will cover the necessary return shipping cost and the cost of reshipping.

Please note that your rights under applicable laws are not limited by the 7-day period mentioned above.

3. Custom-made and made-to-order items

Custom-made items made to your specifications, such as 3D crystal, memorial goods and bespoke accessories based on your photos, are generally not eligible for cancellation, return or exchange for a change of mind once production has started.

If you would like to change or cancel your order before production begins, please contact us as soon as possible.

However, for problems due to our responsibility, such as production errors, initial defects, damage or a difference from your order, we will respond appropriately in accordance with applicable laws.

4. Natural stone and natural material items

Items made with natural stone or natural wood may vary from piece to piece in colour, pattern, grain, transparency, inclusions, natural cracks and shape, as these are characteristics of the materials.

Features of natural materials that are shown in the product photos or description are generally not considered defects.

However, if the condition clearly differs from the description, or if there is a defect that interferes with normal use, we will check the item individually and respond appropriately.

5. Refunds

Once a returned item arrives at our shop and we have confirmed its condition, we will generally process the refund to your original payment method.

The time it takes for a refund to appear depends on your credit card company or payment service.

6. Contact us

For any questions about returns, exchanges or refunds, please contact us at:

Email: info@touyou-toho.co.jp
Contact form: https://touyou-toho.co.jp/pages/contact?view=contact-form

* This policy does not limit any rights you have under applicable laws.