Refund policy
We want you to be happy with your Hotori order. If something arrives damaged, we'll make it right with a refund or a free replacement.
What we cover
- Damaged items: If your item arrives broken or doesn't work, we'll send a replacement or give you a full refund. For minor cosmetic damage, such as a small scratch, we may offer a partial refund.
- Orders that never arrive: If your order hasn't arrived within 45 days of shipping, contact us and we'll resend it or refund you.
What we don't cover
- Change-of-mind returns, or items that work as described but weren't what you expected
- Orders shown as delivered in tracking
- Orders sent to an incorrect address provided at checkout
- Delays caused by customs or events outside our control
How to request a refund or replacement
Email us at support@hotori.shop within 7 days of delivery. Please include your order number and photos or a short video showing the problem. You don't need to send anything back unless we ask you to.
Cancellations
You can cancel for a full refund at any time before your order ships. Once an order has shipped, it can't be canceled.
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
Approved refunds go back to your original payment method. It can take up to 10 business days for your bank or card issuer to show the refund.
Questions? Contact us anytime at support@hotori.shop.