Refund Policy
While we take every measure to ensure the quality control of our products, we have established the following policy in the unlikely event of defective products or incorrect delivery. Please note that the products we handle are crafts, and each item has its own unique texture and individual differences. These are characteristics of the product and are not considered defects.
1. Returns and Exchanges due to Defects or Incorrect Delivery
If the product you received is defective, damaged, or differs from your order, we will promptly exchange it or provide a refund.
Notification Deadline: Within 7 days of receipt (delivery completion)
Contact: support_zencraftworks@dailyup.co.jp
Please check your items carefully upon receipt. If any of the above issues apply, please contact us immediately. Attaching photos of the problem area will help facilitate a smoother process.
2. Return and Exchange Procedure
If you wish to return or exchange an item, please be sure to contact us in advance at support_zencraftworks@dailyup.co.jp.
After we review your request, if the return is approved, we will send you a return shipping label and instructions on how to send the package.
Returns must be sent to the following address:
[Return Address]
Attn: Zen Craftworks Returns Dept.Ninomiya Bldg 1F-88, 18-4 Sakuragaokacho Shibuya-ku, Tokyo 150-0031, Japan
Please note that items sent back to us without prior notification (return request) will not be accepted.
3. Eligibility for Returns
To be eligible for a return due to defects or incorrect delivery, your item must be in the following condition:
- It must be in the same condition that you received it (unused).
- It must be in the original packaging (box, packing materials, etc.).
- You must provide a receipt or proof of purchase (such as an order confirmation email).
4. Exceptions / Non-returnable Items
We cannot accept returns or exchanges for the following items, except in the case of defects or incorrect delivery:
- Returns or exchanges due to customer convenience (e.g., "different from what I imagined," "ordered the wrong item," "size doesn't fit," etc.)
- Items where more than 8 days have passed since delivery
- Items that have already been used
- Sale items
- Gift cards
5. Exchanges
In the case of defects or incorrect delivery, we will generally exchange the item for the same product. However, if the replacement item is out of stock, we will issue a refund.
6. European Union (EU) 14-Day Cooling-Off Period
Notwithstanding the above (regarding non-returnable items for customer convenience), if the item is being shipped into the European Union (EU), you have the right to cancel your order (return the item) within 14 days of receipt, for any reason and without justification, pursuant to the EU Consumer Rights Directive.
To exercise this right, your item must be in the same condition that you received it (unused and in its original packaging).
For returns based on this right (cancellation due to customer preference), the customer is responsible for the shipping costs to return the item to our store.
7. Refund Process
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (credit card, etc.) within 10 business days of approval.
Please note that it may take additional time for your bank or credit card company to process and post the refund officially to your account. (If you have not received your refund after more than 15 business days since we processed it, please contact us at support_zencraftworks@dailyup.co.jp.)