Política de reembolso

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, 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. Additionally, we do not honor exchanges or refunds for issues related to personal preference (e.g., the expiration date was sooner than expected). If your order qualifies for free shipping, we will deduct the actual shipping cost we incurred from your refund. Furthermore, if you paid for shipping at checkout, we will refund the cost of the items only; the original shipping fee is non-refundable.

To start a return, you can contact us at info@nishizawa-en.com.

If your return is accepted, we will provide you with a return shipping label and instructions on how and where to send your package. Please note that the cost of the return shipping label will be deducted from your final refund amount, as customers are responsible for all return shipping costs.

You can always contact us for any return question at info@nishizawa-en.com. 

Damages and Issues
Once your package is handed to the shipping carrier, responsibility for it transfers to them. We are not liable for lost, mis-delivered, stolen, delayed, or damaged items, such as dented tins during transit. For any delivery issues, please contact the carrier directly. We’re happy to provide tracking details and assist where possible, but final responsibility rests with the shipping provider. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food and teas), and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.  

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item if available.

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 and will be responsible for the cost of returning.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. If you return an item that was originally shipped for free, the cost of the original shipping will be deducted from your refund. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@nishizawa-en.com.