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Refund Policy
“JTB USA ONLINE STORE ARTISAN” is operated by JTB USA, Inc. and KAZAANA Co., Ltd. in Japan and provides products and services. All customers are a purchase contract with KAZAANA Co., Ltd. JTB USA, Inc. is a sales agent with KAZAANA Co., Ltd.
KAZAANA Co., Ltd. accepts refunds, returns, exchanges, and inquiries.
Cancellations
We do not accept order cancellations or returns due to customer reasons.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
In the following cases, we will exchange the product. Please contact artisan@kazaana.co.jp within 7 days of receiving the product.
- - The product is not what you ordered.
- - The product was damaged during shipping.
When you send us an email, please attach a picture so that we can understand the problem. If there is no damage or problem with the product, we will not be able to exchange the product.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Depending on the country and credit card company, Foreign exchange gain or loss and/or foreign transaction fee may be charged, and therefore, you may not receive a full refund.
You can always contact us for any refund question at the contact us form or artisan@kazaana.co.jp.