At Kibana Japan, we take pride in the quality and craftsmanship of our products. If, for any reason, your purchase does not meet expectations, we are here to assist.
SECTION 1 - ORDER CANCELLATION
You may cancel your order within 48 hours of placing it. Refunds will be processed to your original method of payment within 3–5 business days.
SECTION 2 - RETURNS
Our return policy is valid for 30 days from the date of purchase. Regrettably, we are unable to offer a refund or exchange once this period has elapsed.
To be eligible for a return, your item must be unused, in its original condition, and in the original packaging. A receipt or proof of purchase is required to complete the process.
Please note that certain items are non-returnable, including selected health and personal care products.
Returns should not be sent directly to the manufacturer.
SECTION 3 - REFUNDS (IF APPLICABLE)
Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund.
If approved, your refund will be processed and credited to your original method of payment within a few working days.
SECTION 4 - DELAYED OR MISSING REFUNDS
If you have not yet received your refund:
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Kindly re-check your bank account.
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Contact your credit card provider, as processing times may vary.
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Consult with your bank, as refunds may take time to clear.
If you have completed these steps and still have not received your refund, please contact us at info@kibana.co.jp
SECTION 5 - SALES ITEMS
Only full-priced items are eligible for refunds. Unfortunately, sale or discounted items cannot be refunded.
SECTION 6 - EXCHANGES
We are committed to the highest standards of quality. Should your item arrive damaged or defective, we will gladly arrange a replacement at no additional cost.
Please notify us within 72 hours of delivery at info@kibana.co.jp and our team will provide return instructions and organise the shipping on your behalf.
SECTION 7 - GIFTS
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If the item was marked as a gift at the time of purchase and shipped directly to you, you will receive a gift credit for the value of your return. A gift certificate will be issued once the returned item is received.
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If the item was not marked as a gift, or if the order was shipped to the purchaser to be given later, the refund will be issued directly to the original purchaser.
SECTION 8 - SHIPPING OF RETURNS
To initiate a return, please email us at info@kibana.co.jp for further instructions.
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You will be responsible for covering the shipping costs associated with returning your item. Please note that shipping costs are non-refundable.
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Depending on your location, delivery times for exchanged items may vary.
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We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returned items without tracking.