Refund policy
COTOWAKU wishes to ensure your shopping experience with us is always satisfactory. We will try our best to help you should you experience any trouble or unpleasant moments.
CANCELLATIONS
If your order has not been packed yet, you can cancel the order and receive a full refund shortly. If you wish to cancel, please contact us as soon as possible.
If your order has already been packed, you can no longer cancel it, but you may return the items instead. Unfortunately, your original shipping cost (if applicable) cannot be refunded unless the return was caused by our error. Please check the Returns or Refund section below. Personalized, customized, or made-to-order items cannot be cancelled regardless of whether they have been shipped or not. The following list shows some examples of personalized, customized, and made-to-order items.
Invalid cancellations:
- Items not on our website
- B2B (Business to Business) orders
RETURNS
COTOWAKU accepts returns within 30 days of receiving your products. Once you sign the receiving receipt, the date will be recorded in our system. If 30 days have passed, unfortunately, we cannot offer you a refund or exchange.
To be eligible for a return, your items must be unused and in the same condition that you received them. They must also be in the original packaging. The following items are some examples that cannot be returned.
Invalid returns:
- Gift cards
- Items not on our website
- B2B orders
EXCHANGES
COTOWAKU only replaces items if they are defective or damaged, meaning the items were damaged upon receipt or turned out defective within 10 days of arrival. Please be advised that this does not include unavoidable abrasion from the manufacturing process or delivery.
The arrival date will be recorded in our system when you sign for delivery. If you contact us after 10 days, we cannot verify if the items were damaged or defective at delivery or if they sustained damage due to usage. Therefore, requests issued after 10 days of arrival will be invalid.
If you wish to exchange an item for the same product, contact us through our web form or send us an email at main@acmjp.com with pictures demonstrating the issue. Once we confirm the condition of the items, we will process your request for either a refund or an exchange. Please note that we may only be able to issue a refund if the replacement items are discontinued or out of stock.
Shipping costs for returning and redelivering defective or incorrect products will be covered by us.
REFUND
Once your return is received and inspected, we will send you an email to notify you that we have received your returned items. We will also 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 credit card or original method of payment within a certain number of days. For example, if your original payment was made with a credit/debit card, it may take up to 30 days. If you used PayPal, you will receive your refund within 3-5 working days.
Refunds are only applicable to the product cost; shipping costs are non-refundable. Therefore, you will be responsible for all shipping costs for both the initial delivery and the return, with the initial shipping cost deducted from your refund. Please rest assured that COTOWAKU covers all customs duties and taxes. You will not incur any unexpected cross-border charges in the event of a return.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted.