Refund Policy

  1. Eligibility for Refunds

    Refunds will only be issued under the following conditions:
    • The item received is defective or damaged.
    • The item received is incorrect and does not match the order.
    • Refund requests must be made within 14 days of receiving the item.

      Please note that even if the refund request is made within 14 days, certain conditions may result in the refund request being denied.
  2. Refund Process

    To request a refund, please follow these steps:

    Contact our Customer Support at k.saito@eastbridge.co.jp within 14 days of receiving the item. Include your order number, reason for the refund request, and photos of the item if it is defective or incorrect.
  3. Follow the instructions provided by our Customer Support team to return the item to the designated address.
  4. Once we receive and inspect the returned item, we will process your refund.
  5. Return Shipping Costs

    For returns due to our error (defective or incorrect items), we will cover the return shipping costs.
    For returns due to customer reasons (e.g., change of mind), the customer is responsible for the return shipping costs.
  6. Refund Method

    Refunds will be issued to the original payment method used for the purchase.
    Please allow up to 10 business days for the refund to be processed after we receive the returned item.

    For credit card payments, it may take additional time for the refund to appear on your statement.
  7. Non-Refundable Items

    The following items are not eligible for refunds:
    • Items that have been used or opened
    • Custom or personalized items
    • Gift cards
    • Sale or discounted items
  8. Exchanges

    We only replace items if they are defective or incorrect. If you need to exchange an item for the same product, please contact our Customer Support at k.saito@eastbridge.co.jp.
  9. Denial of Refund Requests

    Refund requests may be denied if:
    • The item is not in its original condition, is damaged, or has missing parts not due to our error.
    • The item is returned more than 14 days after delivery.
    • The refund request does not comply with our policy guidelines.
  10. Contact Information

    For any questions or concerns regarding refunds, please contact our Customer Support team at k.saito@eastbridge.co.jp.