Refund policy

Effective Date: April 5, 2026

1. Our Commitment to Authenticity

All products sold in our store are pre-owned luxury brand items that have been carefully inspected prior to listing.

If an item is determined to be not authentic by a reputable and independent third-party authentication service, supported by written documentation, we will issue a full refund, including the original shipping costs.

2. About Our Pre-Owned Products

As we specialize in pre-owned items, each product has a unique condition. We provide detailed descriptions and photographs on the product page to represent the item as accurately as possible. Please review this information carefully before making a purchase.


3. 30-Day Return Policy

Our return policy is valid for 30 days from the date you receive your item. If 30 days have passed since delivery, we unfortunately cannot offer you a refund.

4. Return Eligibility

To be eligible for a return, your item must meet the following conditions:

  • The item must be in the exact same condition as when you received it.
  • The item must be unworn or unused.
  • All original security tags attached by our store must be intact and not removed.
  • The item must include all original packaging (boxes, dust bags), tags, and accessories that came with it.
  • The item must not be damaged, altered, or soiled by the customer.

5. Non-Returnable Items & Exchanges

  • Items where the security tag has been removed or tampered with.
  • Returns requested more than 30 days after delivery.
  • Due to the unique nature of our pre-owned inventory, we do not offer exchanges.

6. How to Start a Return

If you wish to return an item, you must contact us first at hello@renewejapan.com or via Contact Form before shipping it back.

Please provide the following information.

  • Your Order Number
  • The reason for your return
  • Clear photos of the item's current condition (and any areas of concern, if applicable)

Once your return request is approved, we will provide you with the return shipping address and instructions. Do not send items back without prior approval.

7. Shipping & Fees

Return Shipping

  • For customer preference returns (e.g., did not match expectations, size issues, change of mind), the customer is responsible for all return shipping costs.
  • We strongly recommend using a trackable and insured shipping service, as we cannot be responsible for items lost or damaged during return transit.
  • Please provide us with the tracking number at hello@renewejapan.com or via Contact Form once shipped.
  • Return shipping costs are non-refundable.

Returns for Store Error

  • In cases of store error (e.g., defective item, significant discrepancy from description, item damaged during shipping, or authenticity issue), we will cover the cost of return shipping.

International Returns

  • For returns from outside of Japan, the customer is responsible for all return shipping costs, customs duties, and taxes. Any customs duties or taxes incurred during the return process are the responsibility of the customer and are non-refundable.

Return Process

  • Mandatory Notification: To ensure a smooth return process, please contact us at hello@renewejapan.com or via our Contact Form before returning any items.
  • Approval Required: Detailed return instructions and the official return address will be provided once your return request is approved in accordance with this Refund Policy.
  • Unauthorized Returns: Items sent back to us without prior authorization will not be accepted and may be returned to the sender at their expense.

8. Refund Process

Once your returned item is received and inspected, we will send you an email to notify you of the receipt and the approval or rejection of your refund.

  • If approved: Your refund will be processed and a credit will automatically be applied to your original method of payment within 5-7 business days.
  • If rejected: If the item is returned in a condition that does not meet our eligibility criteria (e.g., security tag removed, used, damaged), the return will be rejected, and the item will be shipped back to you at your expense.

Partial Refunds

Partial refunds may be granted in specific situations, such as:

  • Items returned missing original accessories or packaging (e.g., dust bag, box).
  • Items that are damaged or show signs of use for reasons not due to our error.

9. Late or Missing Refunds

If you haven’t received your refund more than 10 business days after we notified you of the approval:

  1. First, check your bank account or credit card statement again.
  2. Contact your credit card company (it may take time before your refund is officially posted).
  3. Next, contact your bank (there is often processing time before a refund is posted).
    If you’ve done all of this and you still have not received your refund, please contact us at hello@renewejapan.com or via our Contact Form.

10. Contact Us

If you have any questions about our Refund Policy, please contact us.

Email: hello@renewejapan.com
Contact Form: https://renewejapan.com/pages/contact

Business Hours:
Monday – Friday: 10:00 AM – 5:00 PM (JST)
Saturday, Sunday, and Japanese Public Holidays: Closed
We aim to respond to all inquiries within 1–2 business days.