Refund policy

Returns and Exchanges

Returns and exchanges for products purchased from Somaé are accepted under the conditions set out below.

■ Defective Products or Incorrect Deliveries

If you receive an item different from the one you ordered, or if the item arrives damaged or defective, please contact us within 14 days of delivery. We will provide a replacement or accept a return and issue a refund.

As a general rule, we will prioritize providing a replacement. A refund will be issued only when a replacement item cannot be provided.

Somaé will cover the return shipping costs.

■ Change-of-Mind Returns

Returns for reasons other than a defective product or incorrect delivery will be accepted only when all of the following conditions are met:

  • The product is unopened and unused.
  • You contact us within 14 days of delivery.

“Unopened” means that the product packaging has not been opened.
Return shipping costs are the responsibility of the customer.

Items That Cannot Be Returned or Exchanged

Returns and exchanges cannot be accepted in the following circumstances:

  • The product has been damaged, stained, lost, modified, or otherwise altered after delivery due to circumstances attributable to the customer.
  • The product has been used, even once.
  • The product packaging has been opened.
  • More than 14 days have passed since delivery.
  • The product is personalized, made to order, or otherwise customized according to the customer’s specifications.
  • The issue relates to the product’s specifications or to variations that fall within our manufacturing tolerances.

Due to the characteristics of natural materials and the manufacturing process, variations in color, wood grain, and finish may occur. These variations are not considered defects.

Refunds

Refunds will be issued through the payment method used for the original purchase. Depending on the processing schedule of the payment provider, it may take some time for the refund to appear.

Refunds for Convenience Store Payments and Bank Transfers

■ Convenience Store Payments

For refunds after payment has been completed, the following amount will be deducted from the refund:

[Total purchase amount, including shipping × 2.75%] + JPY 300 refund fee

The JPY 190 payment fee paid at the convenience store is also the responsibility of the customer and is non-refundable.

■ Bank Transfers

The following fees will be deducted from the refund:

  • Orders under JPY 30,000: JPY 220 payment processing fee + JPY 300 refund fee
  • Orders of JPY 30,000 or more: JPY 410 payment processing fee + JPY 300 refund fee

Return Shipping Costs

  • Defective products or incorrect deliveries: paid by Somaé
  • Change-of-mind returns: paid by the customer

International Orders

In addition to the return and exchange conditions stated above, the following conditions apply to international orders. If there is any inconsistency, the following international order conditions will take precedence.

■ Contacting Us About a Return or Exchange

If you wish to return or exchange an international order, please contact us before sending the product back.

We may be unable to accept products returned without prior notice or products sent to us with shipping charges payable upon delivery.

■ Defective Products or Incorrect Deliveries

If your product arrives damaged or defective, or if you receive an item different from the one you ordered, please contact us within 14 days of delivery. Please include your order number and photographs clearly showing the condition of the product.

After reviewing the details, we will provide a replacement or accept a return and issue a refund. If the product must be returned, it must be sent using a method specified or approved in advance by Somaé. Somaé will cover the approved return shipping costs.

■ Change-of-Mind Returns

For international orders, please contact us within 14 days of delivery if you wish to request a return. Whether the return can be accepted and the applicable conditions will depend on the condition of the product and the laws applicable in your country or region.

Unless otherwise required by applicable law, return shipping costs, customs clearance fees, carrier handling fees, and other costs associated with the return are the responsibility of the customer.

Personalized products, made-to-order products, and products otherwise customized according to the customer’s specifications cannot be returned or exchanged for change-of-mind reasons unless required by applicable law.

■ Import Duties, Taxes, and Other Charges

Import duties, local taxes, customs clearance fees, carrier handling fees, and other charges may apply. These charges are generally the responsibility of the recipient.

Because these charges are not collected by Somaé, we cannot refund them. Please contact your local customs authority, relevant government agency, or shipping carrier regarding whether any such charges may be refunded.

■ Refused Delivery, Extended Absence, or Incorrect Address

If a product is returned to Somaé because delivery was refused, the recipient was unavailable for an extended period, the address was incorrect or incomplete, or import duties or other charges were not paid, we will inspect the product after it has been returned and then process any applicable refund.

Unless otherwise required by applicable law, the original shipping cost, return shipping cost, duties, customs clearance fees, carrier handling fees, and any other actual costs incurred by Somaé may be deducted from the refundable amount.

■ Cancellation After Shipment

If you wish to cancel an order after it has been shipped, please receive the product and then request a return in accordance with the conditions above. If the laws applicable in your country or region require different procedures, we will comply with those laws.

■ Refunds for International Orders

Refunds will be issued through the payment method used for the original purchase.

Due to exchange-rate fluctuations and currency conversion fees charged by payment providers, the amount refunded may differ from the amount originally paid. Unless otherwise required by applicable law, Somaé cannot compensate for exchange-rate losses or fees charged by payment providers.

If consumer protection laws or other mandatory laws applicable in the customer’s country or region provide terms that differ from this policy, those laws will take precedence.