Refund policy
Our goal is for you to be happy with your purchase and with the service we provide. If you wish to return or exchange your purchase, please email us at kominkazakka@gmail.com, or complete the contact form.
We will accept exchanges/returns if the item you purchased is not as described, incorrect or defective. Please contact us within 48 hours of receiving your order so we can make things right. Items must be returned within 14 business days in the same condition that you received it, unused and in its original packaging. If we are at fault we will bear the cost of shipping. Please mark the package as “Returned Merchandise” on the Customs declaration form, and please send us tracking details.
If an item arrives broken we will initiate a refund via your original payment method. Please contact us at kominkazakka@gmail.com and attach detailed photos of the damaged item. Please note that it can take some time for banks and credit card companies to process refunds.
EU Right of Withdrawal
If you are purchasing as a consumer within the European Union, you have the legal right to withdraw from your purchase within 14 days without giving any reason.
The withdrawal period ends 14 days after the day you (or someone you nominate) receive your order.
To exercise your right of withdrawal, please notify us before the 14-day period expires by emailing us at kominkazakka@gmail.com with a clear statement that you wish to cancel your purchase.
After notifying us, you must return the item within 14 days.
Returns
Items must be returned in the same condition in which they were received, including any original packaging where possible.
As we specialise in authentic Japanese vintage and antique items, each piece is unique and may naturally display signs of age, use, manufacturing irregularities, patina, crazing, kiln marks, minor wear, or other characteristics consistent with its age and history. These characteristics are considered part of the item's original condition and are described and photographed as accurately as possible.
Please package returned items carefully. If an item is damaged during return shipping due to insufficient packaging, the customer may be responsible for the resulting loss in value.
Unless otherwise required by applicable law, the customer is responsible for the direct cost of returning the item.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery and include photographs of the item, the packaging, and any shipping damage. We will work with you to resolve the issue as quickly as possible.
Items Not Eligible for Cancellation
The statutory right of withdrawal does not apply to:
- Items that have been personalised or made to your specifications.
- Other goods excluded from cancellation rights under applicable consumer protection law.
Contact Us
For any questions regarding returns or cancellations, please contact:
Email: kominkazakka@gmail.com
Business Name: Kominka Zakka