Returns, Refunds & Cancellations
This policy applies to purchases made directly from K89 / 記憶倉庫. Read it before placing an order.
Change-of-mind returns
Incorrect, damaged, or materially not-as-described items
If the item received is incorrect, arrives materially damaged, or materially differs from the condition or item described on the product page, contact shop@k89.jp within 7 calendar days after delivery. Include the order number and clear photographs of the item, packaging and damage or discrepancy.
Do not send an item back without return instructions. If K89 approves a return because of a K89 fulfillment error, shipping damage, or a material description discrepancy, K89 will provide return instructions and cover reasonable return shipping where K89 requires the item to be returned.
Cancellations
Contact K89 immediately if you need to cancel. Orders may enter sourcing or preparation soon after payment, so cancellation is not guaranteed once supplier sourcing, purchasing, packing or shipment has begun. If K89 cannot fulfill a paid order, K89 will cancel the affected order and issue a refund.
Refund timing
For an approved refund, K89 will normally initiate the refund within 5 business days after the return is received and verified, or after K89 confirms that no return is required. Card issuers and financial institutions may require additional time before the credit appears on the customer's statement.
Shipping, customs and non-refundable costs
Original shipping, customs, duties, taxes and other external charges already incurred are not refundable for a customer-requested cancellation or other case where K89 is not at fault, except where required by law. When K89 is responsible for an incorrect or materially non-conforming shipment, K89 will address the applicable shipping/refund costs as part of the approved resolution.
How to request help
Email shop@k89.jp and include your K89 order number. You may also use the Contact page.