Refund Policy

We want you to be completely satisfied with your purchase. Our policy lasts 30 days, which means you have 30 days after receiving your item to request a return. However, for issues regarding defects or incorrect orders, please contact us within 7 days as detailed below.

Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, with all original tags attached, and in its original packaging. You will also need the receipt or proof of purchase.

Please note that we cannot accept returns for:

• Items that have been used or showing signs of wear.

• Items or packaging that have been damaged or soiled by the customer.

• Products that have been modified or customized (e.g., personalized engravings or special orders), unless they are defective.

• Sale items or gift cards.

• Perishable or hygiene-sensitive goods.

Damages and Issues

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at info@matsuba-factory.com so that we can evaluate the issue and make it right.

Notice for Defective Items: Claims for defective or incorrect items must be made within 7 days of delivery (including the day of arrival). If this period has passed, we may not be able to accept the return or exchange.

Note on Natural Wood Products: Our products are made from natural wood. Please understand that individual differences in wood grain, color tones, and the presence of natural knots are characteristics of the material and are not considered defects.

Return Shipping Costs

• Customer Convenience: For returns due to customer preference (e.g., change of mind), the customer is responsible for all shipping costs, including the original shipping fee, return shipping fee, and any re-shipping fees for exchanges.

• Defective or Incorrect Items: If the return is due to a manufacturing defect or an error on our part, we will cover all shipping costs. We will provide a return shipping label and instructions.

How to Start a Return

To start a return, contact us at info@matsuba-factory.com. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Return Address: 
Matsuba Factory Co., Ltd.
1492-1 Habu-cho, Fuchu City,
Hiroshima, 726-0021, Japan

Exchanges

If you received a defective or incorrect item, we will exchange it for a new one after verifying our stock. If the item is no longer in stock, we will issue a full refund. For general exchanges, the fastest way to ensure you get what you want is to return the item you have and make a separate purchase for the new item.

European Union 14-day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method (Credit Card, PayPal, etc.) within 10 business days.

• Credit Card / PayPal: The refund will be processed through your provider. For customer-convenience returns, any transaction fees may be deducted from the refund amount.

• Processing Time: Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return and you haven't received your refund, please contact us at info@matsuba-factory.com.