Returns & Refund Policy
1. Customers in Japan
Returns
Returns are accepted only if the item is defective, damaged, or if an incorrect item was delivered.
To be eligible for a return, you must contact us within 7 days of receiving the item.
Please contact us before returning any item.
Return Conditions
・The item must be unused and unworn
・All original tags, accessories, and packaging must be included
・Proof of purchase is required
Returns without prior authorization will not be accepted.
Customer-Initiated Returns
We do not accept returns or refunds for the following reasons
・Change of mind
・Incorrect orders
・Size or fit issues
・Any other customer-related reasons
Size Exchanges
Size exchanges may be accepted only if the requested size is available in stock.
The customer is responsible for the following costs
・Return shipping costs
・Re-shipping costs
2. Customers in EU Member States (Right of Withdrawal)
Customers residing in EU Member States have the right to return their order within 14 days of delivery without providing a reason.
Return Conditions
・A return request must be submitted within 14 days of delivery
・The item must be unused and in resalable condition
・All original tags, accessories, and packaging must be included
Return Costs
・Return shipping costs are the responsibility of the customer
・Standard outbound shipping charges are refundable
・Customs duties and import taxes are non-refundable
Exclusions from the Right of Withdrawal
The right of withdrawal does not apply to
・Made-to-order items
・Custom-made products
3. Customers Outside the European Union
For customers residing outside the European Union, returns and refunds for customer-related reasons are not accepted.
Examples of Non-Eligible Returns
・Change of mind
・Incorrect orders
・Size or fit issues
・Any other customer-related reasons
Size Exchanges
Size exchanges may be accepted only if the requested size is available in stock.
The customer is responsible for the following costs
・Return shipping costs
・Re-shipping costs
International Shipping Charges
・Original shipping charges are non-refundable
・Customs duties and import taxes are non-refundable
4. Defective or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us promptly after receiving the item.
After reviewing the issue, we will determine whether a refund or replacement is appropriate.
We will cover
・Return shipping costs
・Re-shipping costs for replacement items (if a replacement is provided)
5. Non-Returnable Items
The following items are not eligible for return or exchange
・Items reported more than 7 days after delivery (Japan)
・Items for which a return request is submitted more than 14 days after delivery (EU Member States)
・Used, washed, or dry-cleaned items
・Items missing original tags, accessories, or packaging
・Items with stains, damage, or odors caused after delivery
・Sale items
・Made-to-order items
・Custom-made products
6. Refunds
Once the returned item has been received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will be processed to the original payment method within 10 business days.
Please note that processing times may vary depending on your credit card company, bank, or payment provider.
If more than 16 business days have passed since your refund was approved and you have not received it, please contact us at: janastra.apparel@gmail.com