Refund policy
The standard return conditions below do not limit withdrawal rights or rights concerning defective or non-conforming goods under applicable consumer law. Our request to report problems within 14 days, and conditions concerning opening, use or packaging, do not extinguish these statutory rights.
■ Returns & Refund Policy
(1) Under our standard return policy, we do not accept change-of-mind returns or cancellations, including where the size or appearance does not match your expectations. This does not exclude returns for defective or incorrect goods, or any applicable statutory rights.
Natural wood grain and colour vary from piece to piece. Small knots, minor surface marks and slight warping are accepted characteristics of our natural-wood and handcrafted products only where our inspection confirms that they do not affect intended use. Warping or wobbling that affects intended use, cracks, and glue-joint delamination are not accepted as normal variations. Please contact us if you find a problem.
(2) To request a return or exchange, please contact us at info@mori-kougei.com within 14 days of receiving your order. This request does not shorten any applicable statutory rights or claim periods for defective goods. For statutory withdrawal, please see the notice and return deadlines below.
Our standard assessment of defective or incorrect goods requires photos. First, please email your order number and clear photos showing the defect or incorrect item to the address above. We will review the information and advise you on the next steps. For defective or incorrect goods, please do not return or dispose of the item before receiving our instructions.
This assessment process is for checking the condition of defective or incorrect goods. Please see below for the conditions and deadlines for statutory withdrawal. It does not limit any applicable statutory rights.
(3) Subject to the statutory rights described above, our standard return policy excludes returns, exchanges and cancellations in the following cases:
・Items that have been opened or used
・Items reported more than 14 days after delivery
・Items damaged or soiled after delivery
・Returns due to size differences or items not matching expectations
・Items missing original packaging, accessories, or manuals
・Custom or personalized items made to the customer's specifications
(4) If an item is confirmed to be defective or incorrect, MORI KOUGEI will cover the necessary return shipping costs. In other cases, return shipping costs are the responsibility of the customer except where applicable law requires us to bear them. See below for shipping costs associated with statutory withdrawal.
(5) For returns under our standard policy, once a refund is approved, a refund will be issued to the original payment method. Statutory withdrawal refunds follow the conditions and deadlines below. Please allow several business days for the credit to appear, depending on your card issuer or bank.
Where EU or UK consumer law applies
For purchases covered by withdrawal or cancellation rights under EU or UK consumer law, you may notify us of your decision without giving a reason within 14 days starting the day after you receive the goods. Send the goods back within 14 days after notifying us. You may notify us at info@mori-kougei.com or by another clear statement of your decision. These statutory rights take precedence over our standard return conditions.
Being handmade does not itself exclude the right of withdrawal. Statutory exceptions apply, including goods made to your specifications or clearly personalised.
For a qualifying withdrawal, we refund payments we received, including the cost of the least expensive standard delivery we offered. Additional costs of a more expensive delivery option you selected are not refundable.
Under EU law, we refund without undue delay and within 14 days after your withdrawal notice. Unless we offer collection, we may withhold reimbursement until we receive the goods or evidence of their return, whichever occurs first. Under UK law, we refund without undue delay and within 14 days after receiving the goods or evidence of their return, whichever occurs first; if we offer collection, within 14 days after your cancellation notice. We use the original payment method unless expressly agreed otherwise, without refund fees.
You bear direct return costs for a statutory change-of-mind withdrawal only where we informed you before purchase and applicable law permits. We bear costs that the law requires us to bear for defective or incorrect goods.
Liability for diminished value is limited to handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. We do not make deductions prohibited by law, including where required advance information about the right of withdrawal was not provided.
Statutory remedies for defective or non-conforming goods are separate from withdrawal rights. Our standard reporting periods and descriptions of handmade or custom goods do not limit applicable statutory rights or remedies.