Refund policy
Refund & Cancellation Policy
At TOMODACHI, many items are sourced or purchased specifically in response to each customer's request. Because of this, cancellations, returns, and refunds may be limited once a purchase has been made on your behalf.
Please review this policy before confirming and paying for your request.
1. Before We Purchase Your Item
After reviewing your request, TOMODACHI will provide you with the item details and a quotation before making any purchase.
If you wish to cancel your request, please contact us as soon as possible.
If TOMODACHI has not yet purchased or committed to purchasing the item and no non-refundable costs have been incurred, your request may be cancelled and the applicable payment refunded.
2. After We Purchase Your Item
Once TOMODACHI has purchased or committed to purchasing an item on your behalf, cancellations due to a change of mind are not accepted, except where required by applicable law or as otherwise expressly stated in this policy.
This is because many items are purchased specifically for individual requests and may be limited-edition, event-exclusive, made-to-order, pre-owned, or otherwise difficult to return to the original seller.
If cancellation is requested after purchase, we will review the circumstances and let you know whether any refund is possible. Any refund will depend on the original seller's cancellation or return policy and any non-recoverable costs already incurred.
3. Event-Exclusive and Limited-Availability Items
Availability of event-exclusive, limited-edition, and high-demand items is never guaranteed.
Items may sell out, become unavailable, be subject to purchase limits, or be affected by event rules or circumstances outside our control.
If we are unable to purchase an item before any purchase has been completed, we will notify you and refund the applicable item amount in accordance with the quotation and payment terms provided for your request.
Any non-refundable service fees, event-related costs, or other non-recoverable charges, including the amount or method of calculation where applicable, will be clearly disclosed in the quotation before you confirm payment.
4. Returns
Returns due to a change of mind, personal preference, incorrect size selection, or similar customer reasons are generally not accepted after TOMODACHI has purchased the item, except where the customer has a mandatory right to cancel or return the item under applicable law.
If the original Japanese seller accepts a return, we may be able to assist with the process. Any return will be subject to the seller's conditions and may involve additional domestic shipping, international shipping, handling, or other costs.
Pre-owned, rare, limited-edition, event-exclusive, opened, or made-to-order products may not be eligible for return.
5. Damaged, Defective, or Incorrect Items
If you receive an item that is materially damaged, defective, or different from the item confirmed in your request, please contact us within 7 days of delivery.
Please include:
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Your order or request details
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A description of the issue
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Clear photographs of the item
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Photographs of the packaging where relevant
We will review the situation and, where appropriate, work with the original seller or shipping provider to determine the available options.
Depending on the circumstances, this may include a replacement, partial refund, full refund, or another reasonable solution.
Minor variations, normal manufacturing differences, or condition details that were disclosed before purchase are not considered defects.
6. Return Shipping
If a return is required because TOMODACHI shipped an incorrect item or because of another significant issue attributable to TOMODACHI, TOMODACHI will cover reasonable return shipping costs.
If a return is exceptionally accepted for a reason not attributable to TOMODACHI, the customer will be responsible for all applicable return shipping and related costs unless otherwise agreed in advance.
Please do not return any item without contacting us first. Return instructions and the applicable return address will be provided after the return has been approved.
7. Shipping Damage, Loss, or Delivery Issues
International shipping services are provided by third-party carriers.
If a shipment is lost or damaged during transportation, eligibility for compensation may depend on the shipping method, insurance coverage, carrier investigation, and applicable carrier terms.
Please contact us as soon as possible if there is a delivery problem. We will assist you with the information reasonably required to make a claim where applicable.
Further details are provided in our Shipping Policy.
8. International Shipping, Customs Duties, and Taxes
International shipping charges, customs duties, import taxes, brokerage fees, and other charges imposed by authorities or carriers are generally not refundable by TOMODACHI.
Customs duties and taxes are determined by the destination country or region and may be payable by the recipient.
9. Refund Processing
Approved refunds will be issued to the original payment method whenever reasonably possible.
The time required for the refund to appear may vary depending on your payment provider, card issuer, bank, or currency conversion.
Currency exchange differences may result in the refunded amount appearing slightly different from the original amount charged.
10. Restricted or Ineligible Items
If, after reviewing a request, we determine that an item cannot be purchased or shipped because of legal restrictions, carrier rules, payment provider requirements, or our service policies, we will notify you.
If payment has already been received and no purchase or non-refundable cost has been incurred, the applicable amount will be refunded.
11. Mandatory Consumer Rights
Nothing in this policy is intended to exclude or limit any consumer rights that cannot legally be excluded under applicable law.
Contact Us
If you have any questions about a cancellation, return, or refund, please contact TOMODACHI before placing your request whenever possible.