Refund policy

Thank you for shopping at Astoness Japan Store, operated by Astoness GmbH (Switzerland). We supply authentic Japanese products to customers across Europe. Please read this policy before purchasing.

1. Right of Withdrawal (EU consumers)

If you are an individual consumer residing in the EU, you have the right to withdraw from your purchase within 14 days of receiving the goods, except for the items listed in Section 2. To exercise this right, you must notify us within the 14-day period and return the goods without undue delay. Returned items must be unused, unopened, and in their original packaging with all accessories included.

2. Non-returnable items

For health, hygiene, safety, or product nature reasons, the following items cannot be returned:

  • Food and beverages
  • Cosmetics and hygiene-related products
  • Any item that has been opened or whose seal is broken
  • Perishable items or items with a short shelf life
  • Custom-made or clearly personalized items

3. Items damaged, defective, or incorrect

If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery with your order number and photos of the issue. We will offer a replacement, refund, or suitable remedy.

4. Returns process

  1. Submit a request via our contact form with your order number, product name, issue description, and photos if applicable.
  2. Wait for our return authorization and instructions. Unauthorized returns may be refused.
  3. Pack items securely in the original packaging and include all accessories and inserts.
  4. Unless the return is due to our error, you are responsible for return shipping and risk until the parcel reaches us.

5. Refunds

After we receive and inspect the returned item, we will notify you of approval or rejection. Approved refunds are issued to the original payment method within 7–14 business days. Original shipping fees and return shipping costs are non-refundable except where the return is due to our error (for example, wrong or defective item). If a replacement is requested and available, we will ship it after confirmation.

6. Cancellations

Orders can be cancelled only before shipment. Once an order has been dispatched, cancellations are not possible. If a shipment is refused without prior authorization, any associated costs may be deducted from the refund where permitted by law.

7. Lost or delayed shipments

If your parcel does not arrive within the estimated delivery timeframe, please contact us. We will investigate with the carrier and, if the parcel is confirmed lost, provide a replacement or refund.

8. Business customers (B2B orders)

Orders placed by companies or institutions (for example, restaurants or employee benefits) are not subject to consumer withdrawal rights. Returns and refunds for B2B orders are handled case by case according to the contract and applicable law.

9. Payment methods

We accept card payments, PayPal, and bank transfer. Refunds are returned to the original payment method whenever possible. For bank transfers, please allow additional time for interbank processing.

10. Contact

For all return and refund inquiries, please use our official contact form:

https://store.astoness.eu/pages/contact

This policy does not affect any mandatory statutory rights that may apply under the laws of your country of residence.

Operator: Astoness GmbH (Switzerland). Last updated: 5 October 2025.