EU Customers – Right of Withdrawal
If you are a customer located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason.
To exercise your right of withdrawal, you must notify us within 14 days of receiving your order by using the contact form on our website.
After notifying us of your withdrawal, you must return the goods to us within 14 days. Returned items must be unused, unwashed, undamaged, and in their original condition, with all original packaging, tags and labels attached.
Please note that we cannot accept returns or exchanges for personalized, customized, or made-to-order items. This includes, but is not limited to, items with embroidery, laser engraving, name engraving, custom sizing, special alterations, made-to-order products, custom-made iaito, custom-made bogu, and any other products made or modified according to the customer’s specifications.
Return shipping costs, exchange shipping costs, customs clearance fees, import duties, VAT, brokerage fees, and any other costs related to returns or size exchanges are the customer’s responsibility, unless the item is defective or we sent the wrong item.
EU customers must return eligible items to our return address in Japan. We currently do not provide a return address within the European Union.
We will process the refund within 14 days of receiving your withdrawal request. However, we may withhold the refund until we have received the returned goods or until you provide proof that the goods have been shipped back to us.
Import duties, VAT, customs clearance fees, brokerage fees and any other import-related charges paid by the customer are not refundable by Tozando.
Refusing delivery, failing to pay import duties, VAT or customs clearance fees, or failing to provide customs or delivery information does not constitute a valid exercise of the right of withdrawal. If a package is returned to us for these reasons, the order may not be eligible for refund, or any related costs may be deducted from the refundable amount.