Return Policy

Updated April 11, 2023

Thank you for your purchase. If your product is damaged or defective, it may be eligible for return. You can always contact us at info2@kotobukimedical.com for any questions about returns, exchanges, or refunds.

 

Non-returnable/refundable items
Kindly be aware that KOTOBUKI Medical does not accept returns, refunds, or exchanges for non-damaged items. Unfortunately, we also cannot accept returns on sale items or samples.

 

Eligibility for Return or Refund 
Please inspect your order upon reception and contact us immediately if the item is defective or damaged, or if you receive the wrong item. If possible, please send details or pictures. We will confirm as quickly as possible. If the product itself arrives damaged, or if the container or plastic is torn, we will offer a return or refund within 14 business days.

However, if only the shipping container is damaged and the product unharmed, please be aware that you won't be eligible for a return or refund.

 

Return/Refund Process
Contact info2@kotobukimedical.com within 14 business days of receiving your purchase. One we confirm your eligibility, please decide whether you'd like to exchange or refund your product. Even in the case of a refund, you may be asked to return your purchase. Either way, KOTOBUKI Medical will cover all shipping and handling fees.  


Refunds
KOTOBUKI Medical, Inc. ensures full refunds for damaged, defective, or mistaken products. Once we have confirmed the eligibility of your request, we will refund your PayPal account within 14 business days. If you haven't received your refund within this window, please contact Erin Himeno at ehimeno@kotobukimedical.com.

Depending on the size and cost of your order, you may be asked to return the item(s). While KOTOBUKI Medical assumes all shipping and handling costs in such cases, please ensure the following: 

  • All products and accessories are in their original packing
  • All labels are returned to the original packing if removed
  • Tracking information is relayed to KOTOBUKI Medical at info2@kotobukimedical.com

 

Returns
All returns must be postmarked within 14 business days of the purchase date. All returned items must be in new and unused condition, with all original tags and labels attached or included in the original packaging. KOTOBUKI Medical will cover shipping and handling costs. 

 

Address for Returned Goods
KOTOBUKI medical Inc.
4-7-3 Chuo, Yashio, Saitama 3400816, Japan
Attn: Returns
Tel: +81 (0)48 951 5211
Fax: +81 (0)50 3588 1032

 

European Union 14-day cooling off period
As KOTOBUKI Medical, Inc. is geographically located in Japan, please be aware that our products do not fall under the EU consumer legislation. We will only accept returns or refunds for damaged or defective products.