化粧合板の返品・交換・キャンセルについて

Returns, Exchanges, and Cancellations for Veneer Plywood

This product is made to order. We have established the following policies for cancellations, returns, and exchanges.
These rules apply to both domestic shipping and international shipping (via DHL Express). Please read them carefully before placing your order.

1. Cancellations

  • In principle, we cannot accept cancellations or specification changes after order confirmation (payment completed).

  • If you must cancel before production begins due to unavoidable circumstances, payment and administrative fees will be charged.

  • No cancellations are accepted after production has started.

  • The cooling-off period does not apply to online purchases.

2. Eligible Cases for Returns/Exchanges

Returns or exchanges are accepted only in the following cases:

  • The delivered product differs from your order (e.g., wood species, size).

  • Significant damage or breakage of the base panel occurred during shipping.

  • Clear initial defects (e.g., adhesion failure) confirmed in an unprocessed and unused condition.

3. Notes for International Shipping (DHL Express)

  • Compensation for damage/loss during international transport follows the same criteria as above.

  • If damage is observed upon delivery, record it in the presence of the courier.

  • Customs regulations (e.g., wood-related import rules, presence/absence of CITES-listed species) may cause delays or stoppages. We are not responsible for delays or costs arising from such regulations; please confirm requirements before ordering.

  • Import duties, VAT/GST, and customs fees are the responsibility of the recipient.

4. Return/Exchange Procedure

  • Contact us within 3 business days from the date you receive the product.

  • Please provide the following:

    • Photos of the packaging (outer box and shipping label)

    • Photos of the entire product and the defective areas (multiple angles)

    • Order number and a description of the issue

  • Keep all packaging materials for possible shipping insurance claims.

  • Items that have been processed, cut, painted, glued, or installed are not eligible.

5. Cases Not Eligible for Returns/Exchanges

  • Natural variations in wood grain, color, knots, pores, plus variations in veneer width or joint pattern

  • Differences in grain pattern (e.g., flat grain / quarter grain) or combinations determined by us based on stock availability

  • Minor corner or edge chipping within 10 mm when laminated onto an oversized base (approx. 920 × 1820 mm instead of 900 × 1800 mm)

  • Warping or twisting due to moisture absorption/release caused by the installation environment

  • Color differences due to monitor/display settings

  • Delays or additional costs arising from import inspections and customs procedures in the destination country

6. Resolution

  • If a defect is confirmed, we will remake the product (standard lead time) or issue a refund.

  • Because the product is made to order, immediate replacement is not available.

  • Please follow the return method specified by us.

Contact

For questions or prior consultation (e.g., wood species selection, veneer matching patterns, specifications for pre-painting, or international shipping), please contact us here:
Contact Page (https://shop.mori-kougei.com/pages/contact)

Important: To minimize operational risks, please place your order only after agreeing to the above policies.