Refund policy

Kyotolux Return, Refund & Cancellation Policy

At Kyotolux, we aim to provide high-quality products and a transparent shopping experience. Please review our policy below regarding cancellations, returns, and refunds.

1. Order Cancellation

If you wish to cancel your order, you must submit the cancellation request through the order page cancellation function before the order is shipped.

Please note:

Email or customer service messages are not considered an immediate cancellation request, as our customer support team responds within 24 hours during business days.
Only cancellation requests submitted through the order system are automatically registered and processed in real time.

If a cancellation request is successfully submitted before the order is shipped, a full refund including shipping costs will be issued.

However, once the order has been processed or shipped, cancellation is no longer possible because the international shipping cost is immediately charged by the logistics carrier and cannot be reversed.

2. Return Eligibility

Returns are accepted within 30 days of receiving your order.

Returns requested more than 30 days after delivery will not be accepted.

Returned items must be:

Unused
In their original packaging
In the same condition as received

3. Defective or Incorrect Items

If the product:

has a quality issue, or does not match the product description, Please contact us within 7 days of delivery.

In such cases:

Kyotolux will cover the return shipping cost
A full refund or replacement will be provided.

4. Change of Mind / Buyer Preference

If the return is due to:

change of mind
personal preference
ordering by mistake

The following conditions apply:

Return shipping costs are the responsibility of the buyer
Any customs duties or import fees during the return must also be paid by the buyer

Shipping costs paid for the original order are non-refundable once the item has been shipped.

5. How to Request a Return

To initiate a return request, please follow the steps below:

Step 1 – Submit a return request through your order page

Please log in to your order page and select the appropriate return or cancellation reason to submit your request through the system.

This step ensures that the request is properly registered in our order management system.

Step 2 – Contact our customer service team

After submitting the request in the order system, please contact our support team by email:Email: info@kyotolux.com

Please include the following information:

Order number
Reason for return
Photos (if the item is defective)

Once your return request is reviewed and approved, we will provide detailed instructions for returning the item.

Please do not send items back without authorization, as they may not be accepted.

6. Refund Processing

Once the returned item is received and inspected:

Refunds will be issued to the original payment method
Please allow 5–7 business days for the refund to appear in your account after approval.

7. Refused Deliveries

If a customer refuses delivery and the package is returned to us, the refund will be processed after the item is returned and inspected.

Original shipping costs and return shipping costs may be deducted from the refund amount if applicable.

8. International Orders

Kyotolux ships internationally from Japan.

Customers are responsible for:

any import duties
VAT
customs clearance fees in their country.