Refund & Return Policy

At rimpamura, every item is carefully selected, inspected, and packed before shipment. Because many of our products are handcrafted by Japanese artisans and shipped internationally from Japan, we kindly ask that you review this policy before placing your order.

1. Returns

We accept returns only in the following circumstances:

• The item you received is defective or damaged upon arrival.
• You received the wrong item.
• Your order is incomplete due to our error.

If your order falls into one of these categories, please contact us within 7 days of delivery.

2. Items Not Eligible for Return

We are unable to accept returns or exchanges for the following reasons:

• Change of mind
• Ordered the wrong item
• Ordered the wrong quantity
• Personal preference after delivery
• Failure to read the product description
• Slight variations in color due to monitor or screen settings
• Natural variations in handmade products
• Minor differences in texture, grain, pattern, or appearance that are inherent to handcrafted or natural materials

These characteristics are part of the uniqueness and authenticity of traditional Japanese craftsmanship and are not considered defects.

3. Damaged or Incorrect Items

If your item arrives damaged or you receive an incorrect product, please contact us within 7 days of delivery.

Please include:

• Your order number
• A description of the issue
• Clear photographs of the item
• Photographs of the shipping box and packaging (if applicable)

We will review your request promptly and determine the most appropriate solution.

Depending on the circumstances, we may offer:

• A replacement
• A refund
• Another appropriate resolution

4. Return Authorization

Please do not return any item without first contacting us.

Returns sent without prior authorization may not be accepted.

If a return is approved, we will provide detailed return instructions.

5. Return Shipping Costs

If the return is the result of our error (such as an incorrect item or a confirmed defective product), rimpamura will cover the reasonable return shipping costs.

If a return is approved for any other reason, the customer is responsible for all shipping costs unless otherwise agreed in writing.

6. Customs Duties and Import Charges

Import duties, customs duties, VAT, GST, customs brokerage fees, DHL handling fees, and other import charges paid to customs authorities or the shipping carrier are generally non-refundable by rimpamura.

Customers are responsible for contacting the relevant customs authority if they wish to inquire about the possibility of recovering such charges.

7. Refused Shipments

If an order is refused, unclaimed, or returned because:

• import duties, taxes, or carrier fees were not paid;
• the recipient failed to complete customs clearance;
• an incorrect or incomplete shipping address was provided;
• delivery could not be completed for reasons beyond our control,

any refund will be issued only after the shipment has been returned to us.

The following costs may be deducted from the refund:

• Original shipping charges
• Return shipping charges
• Customs charges
• DHL handling or administrative fees
• Any other costs incurred in returning the shipment

If these costs equal or exceed the order value, no refund may be available.

8. Refund Processing

Approved refunds will be issued to the original payment method.

Please allow 5–10 business days after approval for the refund to be processed. Processing times may vary depending on your payment provider or financial institution.

Shipping charges are non-refundable except where required by law or when the return is due to our error.

9. Cancellations

Orders may be cancelled only before shipment.

Once an order has been dispatched, it cannot be cancelled and will instead be handled in accordance with this Return & Refund Policy.

10. Questions

If you have any questions regarding returns, refunds, or exchanges, please contact us before placing your order.

We are committed to providing fair and transparent support while respecting the craftsmanship of every item we offer.