Returns & Refunds
Tozando aim is to provide you with the best quality products possible. In the eventuality that you would not be entirely satisfied and would like to return a product, we are here to help.
Standard Return Policy
Important things to keep in mind when returning a product you purchased from the Tozando Online Store:
- You have 14 calendar days to return an item from the date you received it.
- Only items that have been purchased directly through the Tozando Online Store can be returned. Tozando products purchased through other retailers must be returned in accordance with their respective returns and refunds policy.
- Please ensure that the item you're returning is repackaged with all the parts, documentation and additional free items (if any) that were included when you received it.
There are some items, however, that are ineligible for return, including:
- Products with embroidery on it*
- Products with laser engraving*
- Customized products (such as Bokken, Zekken, Tailor-made Hakama etc...)*
- Products damaged after the delivery has been made to the customer
- Products worn during practice (such as Gi, pants, Hakama, etc...)
- Products washed once
- Outlet products
* Embroidered, engraved or customized products can only be returned in the case that Tozando did not follow the instructions provided by the customer.
Standard Return/Refund Policy for Iaito
Important things to keep in mind when buying a Iaito from the Tozando Online Store:
- Up to 3 calendar days after placing your order: cancellation possible and full refund granted.
- From 4 to 7 calendar days after placing your order: cancellation possible, 70% of the total value of your order refunded.
- From 8 calendar days and as long as the production of your Iaito is not complete: cancellation possible, 50% of the total value of your order refunded.
- Once the production of your Iaito is complete and is ready to ship or has already shipped: no cancellation or refund possible.
- Should the customer choose to refuse the parcel upon delivery for any reason, please note that Tozando will hold the customer liable for the shipping fee back to Japan and as mentioned above, no refund will be given.
How to Return
Get a "Return ID Number" by filling in the Return Request Form
. After reviewing your request, we will reply to you within 2 business days.
Upon receipt of your "Return ID Number", follow the instructions below to ship us back your product:
- Contact UPS to schedule a pickup. Contact details for your country can be found by entering the following keywords in any search engine on the Internet: "UPS" + "contact" + [your country]
- Inform UPS this is for a return. In the case Tozando covers shipping fees you will receive a UPS account number with your return approval. Give it to UPS.
- On the customs declaration form, please write the following information:
Send the parcel to the following address:
- For return/exchange
- Made in Japan
- Original parcel tracking number (the one you received when your parcel was shipped to you)
- Your "Return ID Number"
Tozando International Division
We will get back to you upon receipt of your parcel.
Once we receive your item(s), a refund is initiated immediately. The way your refund is processed depends on your original payment method:
- If you paid by credit card, refunds will be sent to the card-issuing bank within five business days of receipt of the returned item. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
- If you paid via International Postal Money Order (IPMO) or Wire Transfer you will be refunded via wire transfer. Please, allow about 10 days from the time we receive you return for the transfer to be completed.
- If you paid by Paypal, refunds will be transferred to your Paypal account within five business days of receipt of the returned item.
- Tozando Online Store Gift Card refunds for products purchased from the Tozando Online Store will be provided via a Tozando Online Store Gift Card by Email within 3 business days.
- For any cancellation/refund, 8% of the original value of your order is deducted for transaction fees.
- If the refund is made in Reward points, the customer will be refunded 100% with the equivalent amount of reward points. Reward points will be credited to the customer's account and may be used for next purchase(s) on the Tozando Online Store.