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.
Return/Refund Policy for Iaito
Important things to keep in mind when buying a Iaito from the Tozando Online Store:
- Before shipping, you can cancel your order for 100% of the value.
- If you are not completely satisfied with the product or it is defective, you can apply for a refund or exchange for your iaito within 14 calendar days after delivery has been made.
- If the item is returned for any reason other than it being a defective product, we ask for a reimbursement of 30% of the iaito's value as a restocking fee. This re-stocking fee is to help cover the costs of storing additional inventory and the work involved in re-selling an item originally designed for a different individual.
- Any return product has to be in unused condition.
- After 14 calendar days have passed, we accept no further responsibility for the item in any form.
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 3 business days.
Upon receipt of your "Return ID Number", follow the instructions below to ship us back your product:
- Prepare your package for return. If you don't have the original product packaging, use a sturdy box and include padding such as packing bubbles or newspaper. Attach your label to the package.
- 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
Make sure to use a trackable method for the return. We strongly advise you to use a private courier service, this is because they offer the msot reliable tracking and highest security for your your package. Our trusted carriers are DHL and UPS. 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 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, you are 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 on the Tozando Online Store.