Return & Refund Policy

Effective Date: July 21, 2026

Thank you for shopping with Suiyoubi, operated by LLC humpday (合同会社humpday).

We are committed to providing clear and fair return and refund procedures for our international customers. Please review this policy before placing an order.

By placing an order through our online store, you agree to the terms below.

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1. Scope of This Policy

This Return & Refund Policy applies to customers purchasing products from our online store for delivery outside Japan.

Return eligibility, refund conditions, and available remedies may vary depending on the nature of the product and the reason for the return.

Nothing in this policy limits any mandatory consumer rights that cannot legally be excluded under applicable law.

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1. Scope of This Policy

This Return & Refund Policy applies to customers purchasing products from our online store for delivery outside Japan.

Return eligibility, refund conditions, and available remedies may vary depending on the nature of the product and the reason for the return.

Nothing in this policy limits any mandatory consumer rights that cannot legally be excluded under applicable law.

2. Order Cancellation and Change-of-Mind Returns

Once an order has been confirmed, we generally do not accept cancellations, returns, or exchanges based solely on customer preference or change of mind.

Examples include:

• Ordering the wrong size, colour, quantity, or product;
• Changing your mind after placing the order;
• The product differing from personal expectations;
• Disliking the design, colour, texture, or appearance;
• Minor differences in colour or appearance caused by lighting, photography, screen settings, or the characteristics of handmade products.

Before placing an order, please review the product description, dimensions, materials, photographs, shipping information, and other relevant details carefully.

If you have questions about a product before purchasing, please contact us at:

support@suiyoubi.store

We will be happy to provide additional information where available.

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3. Incorrect, Defective, or Damaged Items

If you receive:

• An incorrect item;
• A defective item;
• An item damaged during transportation; or
• An order with a missing item,

please contact us within 7 days of delivery.

Please include:

• Your order number;
• A description of the issue;
• Clear photographs of the affected item;
• Photographs of the packaging, where relevant;
• A photograph of the shipping label, where relevant.

Please keep the product and all original packaging until we have completed our review.

Depending on the circumstances and product availability, we may provide one of the following remedies:

• Replacement of the affected item;
• Exchange for the correct item;
• Partial refund;
• Full refund for the affected item.

The appropriate remedy will depend on the nature of the issue, product availability, and whether a return is reasonably required.

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4. Return Procedure

Please contact us before returning any product.

Do not send a product back without receiving return instructions from us.

If a return is required because:

• We shipped the wrong item;
• The product was defective when delivered; or
• The product was damaged during transportation,

we will provide return instructions and bear the reasonable return shipping cost.

After receiving our return instructions, the product should normally be shipped back within 14 days, unless we provide a different deadline.

We do not require the returned product to arrive at our facility within the original 7-day reporting period.

The 7-day period applies only to the initial notification of the problem.

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5. Condition of Returned Products

Where a return is required, please return the product with its original accessories, components, labels, and packaging where reasonably possible.

A product will not automatically become ineligible for a remedy merely because it has been opened or reasonably inspected.

However, we may refuse or reduce a refund where the product has been damaged after delivery due to:

• Misuse;
• Improper handling;
• Unauthorized modification;
• Washing or cleaning contrary to product instructions;
• Damage caused by the customer;
• Loss of essential parts or accessories due to customer negligence.

This restriction does not apply to damage or defects that already existed when the product was delivered.

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6. Non-Returnable Products

Certain products may not be eligible for return for hygiene, safety, regulatory, or product-specific reasons.

These may include:

• Perishable products;
• Food and beverages;
• Personalised or made-to-order products;
• Products that cannot be resold for hygiene or safety reasons once opened;
• Products clearly identified as non-returnable on the product page;
• Products prohibited from being returned internationally due to transportation or legal restrictions.

Where applicable, any special return restriction will be disclosed on the relevant product page before purchase.

Products that are defective, incorrect, damaged during transportation, or otherwise subject to mandatory consumer protection rights will be handled separately in accordance with this policy and applicable law.

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7. Lost or Undelivered Shipments

If your shipment has not arrived after the estimated delivery period has passed, please contact us within 14 days after the end of the estimated delivery period.

We will investigate the shipment with the relevant carrier.

If the carrier confirms that the shipment:

• Has been lost;
• Has been damaged beyond use; or
• Cannot be delivered for reasons not attributable to the customer,

we will provide, depending on the circumstances and product availability:

• A replacement shipment; or
• A refund of the affected product price and the standard shipping fee paid for that shipment.

We may wait for the carrier's investigation to be completed before issuing a replacement or refund.

If the tracking information shows that the shipment was delivered but you believe the delivery confirmation is incorrect, please contact us. We will reasonably assist you in requesting an investigation from the carrier.

We are generally not responsible for loss or theft that occurs after a shipment has been correctly delivered to the address provided by the customer.

8. Customer-Related Delivery Failures

A refund or replacement may not be available, or reasonable costs may be deducted from the refund, where delivery failure is caused by:

• An incorrect or incomplete delivery address provided by the customer;
• Refusal to accept the shipment;
• Failure to pay applicable customs duties, taxes, or import charges;
• Failure to respond to customs or carrier communications;
• Failure to collect a shipment within the carrier's required period;
• An unauthorized delivery redirection requested by the customer;
• Other circumstances reasonably attributable to the customer.

If a shipment is returned to us under these circumstances, we may deduct actual non-recoverable costs, including:

• Original shipping costs;
• Return shipping costs;
• Customs charges;
• Carrier handling fees.

Any remaining refundable amount will be processed after the returned shipment has been received and inspected.

These deductions will not apply where the delivery failure was caused by an error attributable to us.

9. Refunds

Approved refunds will be issued to the original payment method used for the order.

Where no return is required, we will normally process the refund within 10 business days after the refund has been approved.

Where a return is required, we will normally process the refund within 10 business days after we receive and inspect the returned product.

After we process the refund, your bank, card issuer, payment provider, or financial institution may require additional time before the refunded amount appears in your account.

The exact processing time depends on the payment provider and is outside our control.

10. Shipping Costs

If the return, refund, or replacement is required because:

• We shipped an incorrect item;
• The product was defective when delivered;
• The product was damaged during transportation; or
• Another issue was attributable to us,

we will bear the reasonable shipping costs necessary to resolve the issue.

Original shipping costs are generally non-refundable for returns caused solely by customer preference or customer-related delivery failure.

Where an entire shipment is confirmed lost or undeliverable for reasons not attributable to the customer, the standard shipping fee paid for that shipment will also be refunded.

11. Customs Duties and Import Charges

Customs duties, import taxes, brokerage charges, and other fees imposed by the destination country or region are generally outside our control.

If an order is returned because the customer refuses or fails to pay applicable import charges, those charges and any related return costs may be deducted from the refund.

If a refund is issued for a defective, incorrect, damaged, or lost shipment, any customs duties or import taxes already paid directly to a government authority or third party may need to be reclaimed directly from the relevant authority or service provider.

We will provide reasonable documentation where available to assist with such a request.

LLC Humpday
📍 Saitama-ken, Kawagoe-shi, Japan
📧 Email: support@suiyoubi.store

Effective Date: July 21, 2026