▪️Returns
Returns or exchanges due to customer preference
We do not accept returns or exchanges for reasons attributable to the customer, such as change of mind.
▪️Returns and Refunds Due to Customer Circumstances
If the product is returned to Japan due to reasons attributable to the customer (e.g., incomplete customs procedures, false declaration, extended absence), any incurred return shipping costs must be borne by the customer.
Please note that shipping fees (both outbound and return) and handling charges in such cases are non-refundable.
We will only issue a refund for the product price if the returned item is confirmed to be in *resalable and satisfactory condition*.
Items that are damaged, stained, or deemed to have lost commercial value will not be eligible for a refund.
▪️Refunds (if applicable)
Once the returned item is received and inspected, we will send you an email notification confirming receipt. We will also inform you of the approval or rejection of your refund.
If approved, the refund will be processed and automatically applied to your credit card, PayPal, or the original method of payment within a certain number of days.
If you haven’t received your refund yet (if applicable)
If you have not yet received a refund, please first check your account again. It may take some time before your refund is officially posted.
Next, please contact your bank or payment provider. Processing time can vary depending on the institution.
If you’ve done all of this and still have not received your refund, please contact us directly.
▪️Sale Items (if applicable)
Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded.
▪️Exchanges (if applicable)
We only replace items if they are defective or damaged.
If you need to exchange it for the same item, please contact us by email and send the item to the following address:
GROOVE Inc.
204, TAS+NAKANO Bldg., 6-27-12 Honcho, Nakano-ku, Tokyo 164-0012, Japan
▪️Gifts
The following services are not available at our store:
- Gift orders
- Gift wrapping
- Message cards or ceremonial gift envelopes (Noshi)
All products will be delivered as standard shipments to the address provided at the time of order.
Thank you for your understanding.
▪️Returns (if applicable)
Please send your return to the following address:
GROOVE Inc.
204, TAS+NAKANO Bldg., 6-27-12 Honcho, Nakano-ku, Tokyo 164-0012, Japan
Return shipping costs are the responsibility of the customer.
Please note that return shipping costs are non-refundable, and if a refund is issued, the cost of return shipping will be deducted from the refund amount.
Delivery time for exchanged products may vary depending on your location.
