Refund policy

Refund Policy

 

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1. Returns & Cancellations (General Policy)


Due to the design characteristics and production specifications of our products,

we do not accept returns, refunds, exchanges, or cancellations due to customer preferences.

• This includes reasons such as “different from the image,” “size does not fit,” or “mistaken order.”

• However, if the delivered item contains a defect caused by our company (initial defect or incorrect shipment), we will accept a return, exchange, or refund.


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2. Contact for Returns or Defective Items


Requests regarding returns, exchanges, or defective items are accepted only through the channels listed below.


① Primary Contact (Recommended)

• Inquiry Form

• Required information: Order number / Name / Email address

※ We do not accept inquiries via DM, phone calls, etc.

→ https://oncupaime.online/pages/contact


② When Photos Are Required

• Email: oncupaime@oncupaime.com

• Subject: “Regarding a Defective Item (Order No.: XXXX)”

• Body: Order number / Name / Purchase date / Description of defect

• Attachments: Photos of the entire product, defective area, outer box, and packaging

※ Instagram DMs or verbal reports are not considered official submissions.


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3. Company Fault (Initial Defects / Incorrect Shipments)


The following cases will be treated as company fault:

• Damage, significant scratches, or defects upon arrival

• Delivered product differs from the order

• Specifications clearly differ from the product description


Procedure

• Please contact us through the designated channel within 5 business days after receiving your order.

• After confirming the issue, we will provide a replacement or refund.


Cost Responsibility

• In cases of company fault,

all costs including return shipping, reshipping, payment fees, and COD fees will be covered by us.


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4. Customer-Initiated Reasons


The following cases are treated as customer reasons and are not eligible for return or exchange:

• Differences in impression (color, texture, feel, etc.)

• Incorrect size

• Order mistakes

• Products that have been used even once

• Presence of perfume, cosmetic scents, or household odors

• Missing tags, accessories, box, or manuals

• Stains, dirt, or damage caused after delivery

• Sale items or hygiene-related items (such as accessories that touch the skin)

• Purchases made through unofficial channels (flea market sites, auctions, etc.)


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5. Pre-Order Items

• Cancellations, changes, returns, and exchanges for customer reasons are not accepted.

• Delivery dates are estimates and may change due to production or logistics circumstances.

• If a significant delay occurs, we will notify you via email.

• Only in the case of production discontinuation will a full refund be issued.

• If your contact information changes, please notify us in advance via the inquiry form.


※ Refunds due to delivery delays are not accepted (except in cases of production discontinuation).


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6. Refund Method (General Rules)


After receiving the returned item, we will inspect its condition and confirm the reason for return.

Refunds will be processed within approximately 10 business days.

A confirmation email will be sent once the refund is completed.


Cash on Delivery (COD)

• Company fault: Full refund will be transferred at our expense.

• Customer reason: Shipping fee and COD fee will be deducted; bank transfer fees are the customer’s responsibility.


Credit Card

• Company fault: Refund or cancellation will be processed through the card company.

• Customer reason: Shipping and other applicable fees will be deducted.

※ Refund timing may vary depending on the card company’s billing cycle.

 

Refund Policy via PayPal (through Shopify)

 

  • Refunds for order cancellations or returns are generally processed through Shopify and automatically reflected in the customer’s PayPal account.
  • Refunds can be issued in full or partially, depending on product defects or other issues.
  • Refundable items, quantities, and shipping fees can be checked on the Shopify order page.
  • After the refund is processed, the amount will be reflected in the customer’s PayPal account or registered bank account.
    Please note that it may take several days to one week for the refund to appear.
  • Items that are not eligible for refund (e.g., products that cannot be returned due to design or manufacturing characteristics) cannot be refunded.
  • For certain payment methods, such as PayPal or convenience store payments, a portion of the payment processing fee may be deducted from the refund.
  • Refunds must be processed within 180 days from the order date.
  • After the refund is processed, PayPal will notify the customer. If necessary, our store may also contact the customer.

 

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7. Refunds via KOMOJU (PayPay & Convenience Store Payments)


All PayPay and convenience store payments made on our store are processed through KOMOJU.

Refunds will also be issued exclusively via KOMOJU.

Any refund not processed through KOMOJU (such as direct transfers) is not considered an official refund.


PayPay Payments

• Refunds will be automatically issued to the PayPay account via KOMOJU.

• It may take several days for the refund to appear.


Convenience Store Payments

1. After confirming the item’s condition, we will send an email requesting your bank account information.

2. Information required:

• Bank name / Branch name

• Account type

• Account number

• Account holder name (as written in the bankbook)

3. Refunds will be transferred via KOMOJU.

4. A confirmation email will be sent once the refund is complete.


Refund Fees

• Convenience store payment refund fee: 300 yen per refund (KOMOJU non-reversible refund)

　・Company fault: Covered by us

　・Customer reason: Paid by the customer


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8. Additional Notes

• Damage or loss during shipping will be handled based on the carrier’s investigation results.

• Handmade products may contain natural variations, color irregularities, or slight marks, which are considered acceptable characteristics and are not eligible for return.

• This policy may be updated without prior notice due to law revisions or service improvements.

• The most recent version of the policy will always apply.