Returns & Exchanges


We want you to be completely satisfied with your KOKUYO purchase. Please review our policy and guidelines below.

💡 Before You Buy:
International return shipping fees, duties, and taxes are the customer's responsibility and can be very expensive. To avoid purchasing the wrong size or product, please double-check all product specifications or contact our Customer Care Team before placing your order.

 

📌 Return Policy Overview

1. Customer Convenience Returns & Exchanges (Wrong size, color, or product chosen)

  • Exchange Process: Due to system limitations, we do not process direct exchanges. Please submit a return request and place a new order for your desired item.
  • Timeline: Return requests must be initiated within 7 days of delivery, and returned items must reach KOKUYO within 30 days from the purchase date.
  • Condition: Items must be new, unused, unwashed, and in their original packaging with all tags, manuals, and accessories intact. Discounted items are final sale and non-refundable.
  • Fees & Costs:
    • Customers are responsible for all return costs (return shipping, duties, and taxes).
    • Original shipping fees are non-refundable. If your return brings your original order total below the free shipping threshold, the original shipping fee will be deducted from your refund.
    • Option for Convenience: KOKUYO can arrange a return shipping label and pickup for you. The return shipping cost will be deducted from your final refund (our rates are typically lower than individual courier quotes).

2. Defective, Damaged, or Incorrect Items If you receive a damaged, defective, or incorrect product, KOKUYO will gladly issue a full refund or arrange a replacement reshipment at no additional cost.

To help us resolve your claim as quickly as possible, please contact our Customer Care Team immediately and provide the following photos:

  • If you received the wrong item:
    Please send photos of the item before removing any outer packaging. KOKUYO prints SKUs directly on the outer wrapper for verification. Note: If the item is later confirmed to be correct, opening or tampering with the packaging will void its eligibility for return/exchange.
  • If you received a defective or damaged item:
    Please provide:
    1. A photo of the outer courier shipping box/packaging (if available).
    2. One photo showing all damaged items together in a single shot.
    3. Detailed, close-up photos of each specific damage or defect.

 

📋 How to Submit a Return Request

IMPORTANT: You MUST submit an online return request and receive authorization from us PRIOR to shipping any items back. Unauthorized returns will be refused and returned to sender.

1. Submit Request (Within 7 Days of Delivery):

  • Account Holders: Log in > Go to Order History > Click View All > Select Return & Refund on your order > Follow on-screen instructions.
  • Guest Users: Go to My Account > Enter Order Number & Email under Check Status > Click Return & Refund.

2. Review & Approval: Our team will review your eligibility and email you the return authorization and shipping instructions.
3. Pack & Ship:

  • Pack the item(s) securely with the invoice.
  • On the air waybill, write your invoice number and clearly mark "Return shipment to Japan".
  • Set the declared value as 20% of the order value as suggested to prevent unnecessary customs charges (undisclosed duty fees will be deducted from your refund).
  • Use a trackable courier with signature delivery (or use KOKUYO’s prepaid label service).

4. Send Tracking Details: Email a copy/photo of your shipping receipt and tracking number to [email protected].

 

💳 Refund Process

  • Processing Time: Once we receive and inspect your item(s) at our Japan facility, your refund will be initiated within 1–2 business days.
  • Payment Method: Refunds can be issued to your original payment method or as store credit. Original payment refunds may take up to 10 business days to reflect on your statement depending on your card issuer.