Refund policy
Change of Mind/Exchanges
To begin a return or exchange for change of mind, or for more return information, please contact our friendly team at kawisaky@jukuhara.jp.
Change of mind return reasons are as follows:
-
Ordering the incorrect size
-
Exchanging to a different size
-
Change of mind post purchase
Returns or exchanges due to shipping delays are considered change of mind. Please keep our policy in mind when purchasing an item that is pre-order only.
All return/exchange requests must be made within 20 days of receiving your item.
To be eligible for return/exchange, your item must be in the same condition that you received it - unworn or unused, with tags, and in its original packaging. Please send JUKUHARA your order number to prevent delay in your return request (#JP####).
JUKUHARA have the right to refuse a change of mind exchange or negate a refund, under the basis of an item being returned under these conditions:
-
Washed, either by hand or machine
-
Torn
-
Stained
-
Broken stitching due to mishandling
If you have received a faulty item, please review our Incorrect & Damaged Items policy below.
Change of mind returns will be offered a store credit refund, in the event that an exchange is not possible.
Australia only: Once accepted, JUKUHARA will send you a pre-paid return shipping label. If you are only returning your item, the cost of shipping for this pre-paid return label will be deducted from your final store credit amount. For exchanges, this fee is waived.
For international return/exchange shipments, please choose a courier at a price that suits you. JUKUHARA is not liable to pay for shipping fees for change of mind returns.
Please note: In the event that JUKUHARA is not able to fulfil your exchange request, a store credit refund will be offered instead. JUKUHARA reserves the right to refuse a cash refund for change of mind returns/exchanges.
Refusal or failure to Pay VAT and/or any duties and taxes
In the event that VAT, duties and/or taxes fees are refused by DHL or any shipment carrier used, the customer is liable for any charges and fees incurred to ship the item back to JUKUHARA. This fee will be deducted from the final refund amount.
JUKUHARA reserves the right to refuse a cash refund for refusal or failure to pay VAT and/or duties and taxes. A store credit refund will be issued, minus additional shipping fees.
Return to the Sender Packages
In the event that an item is returned to the sender without reason, the customer is liable for any charges and fees incurred to ship the item back to JUKUHARA, and will be liable to pay for reshipment (if agreed upon). This fee will be deducted from the final refund amount.
JUKUHARA reserves the right to refuse a cash refund for refusal or failure of shipment. A store credit refund will be issued, minus additional shipping fees, if the item is not agreed to be reshipped.
JUKUHARA is liable to cover any reshipment fees or return to sender fees, in the event that the return to the sender is due to team error.
Out of Stock Items
If in the event that your selected item is out of stock, a customer service representative will contact you to offer an exchange or swap to a similar item, or a different size. A cash or store credit refund will be offered in the event that there is no item to exchange to.
In the event that a customer does not reply to our notification, a second email will be sent out one week after the first. After 48 hours of the second email, a store credit refund will be issued for the unavailable items, if no response is heard.
Incorrect & Damaged Items
JUKUHARA values high quality design and well-made garments. In the rare event that you have received an incorrect, damaged or faulty product, please contact our friendly team at kawisaky@jukuhara.jp within our 20 day return policy window. Please include your order number (#JP####) as well as any photos showing us the mistake. JUKUHARA will then evaluate the issue to rectify it right away.
JUKUHARA reserves the right to request the item be sent back to our studio for further evaluation. The team at JUKUHARA are liable for any shipping charges this may incur, and will send a pre-paid shipping label to be used for evaluation. In the event that you are based internationally and a pre-paid label cannot be created, a store credit or refund will be issued to cover shipping costs made by the customer. A receipt must be provided in order to be eligible for refund for shipping costs.
Repairs: A repair will be offered by our in-house sewing team, if the item is deemed repairable. Once received by the team, the item will be repaired, and shipped back to the customer free of charge. Shipping charges incurred by repair are covered by JUKUHARA.
For repair requests outside of our 20 day return policy, please contact us directly at kawisaky@jukuhara.jp. We are happy to offer in house repairs to keep your JUKUHARA items looking new, but note that shipping must be paid for by the customer for wear and tear repairs.
Replacements: If a faulty item is deemed irreparable, a refund or replacement will be issued. Once the faulty item has been received by JUKUHARA, a replacement will be shipped out. In the event that JUKUHARA is not able to replace your item, a refund or store credit will be issued instead once the item has been returned to JUKUHARA.
Chargebacks
A chargeback is a reversal of a credit or debit card transaction, initiated when a customer disputes a charge with their bank. Common reasons include a customer not receiving goods or services, receiving defective items, or unauthorized use of their card. The process involves the cardholder's bank, the merchant's bank, and the card network (like Visa or MasterCard) and has strict time limits for claims and responses.
In the rare event that a customer has disputed their order via their bank and/or payment method, JUKUHARA will investigate the matter and respond accordingly. Chargebacks and disputes can create a delay of up to 90 days for a resolution. JUKUHARA recommends contacting the team at kawisaky@jukuhara.jp in the event of any delay, defective products and/or unauthorized card use, instead of creating a dispute, to prevent any delays and to receive assistance as soon as possible.
Exceptions / non-returnable items
Custom products (such as special orders or personalized items), and products such as underwear and gymwear cannot be returned or exchanged. Please be aware of this prior to purchase.
In the event that you receive a custom product, or item such as underwear or gymwear with a fault, please see our Incorrect & Damaged Items policy.
JUKUHARA does not accept returns on clearance/sale items or gift cards, except in extraordinary circumstances. If you are unsure, please contact the team at kawisaky@jukuhara.jp for assistance.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Store credit & refunds
JUKUHARA will notify you once we’ve received and inspected your returned item.
For store credit refunds: Once processed, you will be automatically refunded a store credit within 1 business day. If you are unable to access your store credit refund, please contact us at kawisaky@jukuhara.jp for support.
For cash/card refunds: For card refunds, a wait time can incur a minimum of 5 business days to be processed. Please note that this does not include processing times for card refunds. Card refunds can take between 1-10 business days to process, once submitted.
If more than 15 business days have passed and you have not received a refund, please contact us at kawisaky@jukuhara.jp.
