Refund policy
Returns, Exchanges, and Cancellations
Our products are made to order after an order is placed. Therefore, once an order has been confirmed, we do not accept returns, exchanges, or cancellations for reasons attributable to the customer.
However, if the delivered product is defective, damaged, or stained, or if you receive a product different from what you ordered, we will provide assistance in accordance with the conditions below.
Defective, Damaged, or Incorrectly Shipped Products
Please inspect your products promptly upon delivery.
If the delivered product is defective, damaged, or stained, or if you receive a product different from what you ordered, please contact us at support@fanphoto.jp within 14 days of receiving the product and provide the following information:
- Your order number
- Details of the defect, damage, staining, or shipping error
- Photographs or a video clearly showing the condition of the product
After reviewing the information provided, we will offer an appropriate remedy, such as replacing the product with one in satisfactory condition.
Products returned without prior notice will not be accepted. Please wait for instructions from us and return the product using the method specified by us.
For replacements resulting from a defective, damaged, stained, or incorrectly shipped product, we will bear the cost of shipping the replacement and the return shipping cost, provided that the return method specified by us is used.
Products Not Eligible for Return or Exchange
We cannot accept returns or exchanges in any of the following circumstances:
- The return or exchange is requested for reasons attributable to the customer.
- You contact us more than 14 days after receiving the product.
- The product has been used.
- The product has been damaged, stained, or lost due to circumstances attributable to the customer.
- The product is returned without contacting us in advance.
- The product was purchased from a retailer or website other than ours.
Exchanges
We do not accept product exchanges except in cases involving defective, damaged, stained, or incorrectly shipped products.
If a return is permitted under applicable law and you would like a different product, please place a new order for the desired product after completing the return process.
Return Address
If your return is approved, we will provide you with return instructions. Please do not return any product to the following address without prior approval:
Emmys Co., Ltd.
Shinjuku Dai-7 Hayama Building 3F
1-36-2 Shinjuku, Shinjuku-ku
Tokyo 160-0022, Japan
Refunds
Once we have received and inspected the returned product, we will notify you by email whether your refund has been approved.
If the refund is approved, we will initiate the refund to the payment method used for the original order, generally within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.
If applicable law stipulates a different refund deadline, we will process the refund in accordance with that law.
If more than 16 business days have passed since you received notice that your refund was approved and you have not yet received the refund, please contact us at support@fanphoto.jp.
Contact
If you have any questions about returns, exchanges, or refunds, please contact us at: