Refund policy

Last updated: September 9, 2026

1. Return Overview

Eligible standard products may be returned within 14 calendar days after you, or a person designated by you, receives the last item in the order. Before returning an item, please contact us through our contact page with your order number and the details of the item you wish to return.

2. Eligible Returns

To qualify for a return, the product must be unused, unworn, unwashed, unaltered, and in the same condition in which it was received. Original tags and packaging should be included where reasonably possible.

You may inspect a product as you would in a physical store. If handling beyond what is reasonably necessary reduces the product’s value, we may deduct the reduction in value from the refund where permitted by law.

Sale items are subject to the same return conditions as regularly priced items unless they are clearly identified as final sale and such a restriction is permitted by applicable law.

3. Made-to-Order and Custom Products

Our art prints are produced to order after a purchase is placed. Except where applicable law requires otherwise, made-to-order art prints cannot be returned or exchanged because of a change of mind, incorrect size selection, color preference, or other customer preference.

Products made to a customer’s specifications or clearly personalized are not eligible for change-of-mind returns where permitted by law. This exclusion does not apply when an item is defective, damaged in transit, incorrect, or materially different from its description.

4. Damaged, Defective or Incorrect Items

If an item arrives damaged in transit, defective, or different from what you ordered, please contact us as soon as possible. To help us resolve transit damage quickly, please contact us within 7 days of delivery and include clear photographs of the item, the damaged area, the packaging, and the shipping label.

Once the issue is confirmed, we will provide a free replacement. If a replacement is unavailable or unsuitable, we will issue an appropriate refund. If the item must be returned, we will provide return instructions and cover the reasonable return shipping cost.

Please keep the product and all packaging until we confirm whether they are required for a carrier investigation. The 7-day notification request helps us process shipping claims and does not limit any mandatory rights available under applicable law.

5. How to Request a Return

Submit your request through our contact page and include your order number, the item you wish to return, and the reason for the return. Photographs may be required for damaged, defective, or incorrect items.

Please wait for our return instructions before sending the item. Returns sent without sufficient order information may be delayed or may not be identifiable. Contacting us for instructions does not restrict any statutory right of withdrawal that applies to you.

6. Return Shipping and Return Address

For an eligible change-of-mind return, the customer is responsible for the return shipping cost. We recommend using a tracked shipping service and packaging the item securely. You remain responsible for the return shipment until it reaches us, except where applicable law provides otherwise.

If the return is caused by our error, an incorrect item, a confirmed defect, or transit damage, we will cover the reasonable return shipping cost. We may provide a prepaid shipping label or reimburse an approved shipping cost.

Return address:

Kimono Avenue LLC
AXIS Honmachi-bashi YK Building
2-16 Honmachi-bashi, Chuo-ku
Osaka-shi, Osaka 540-0029
Japan

7. International Returns

When returning an item from outside Japan, please clearly mark the customs declaration as “Returned Goods” and include the original order information. Import duties, customs charges, or carrier fees caused by an incorrect or incomplete return declaration may be deducted from the refund where permitted by law.

8. Refunds

We will notify you after receiving and inspecting the returned item. If the return is approved, the refund will be issued to the original payment method within 10 business days, or earlier where required by applicable law. Your bank or card issuer may require additional time to process and display the refund.

Taxes collected directly by us will be refunded where required. Import duties, VAT, local taxes, or carrier handling fees paid directly to customs authorities or carriers cannot be refunded by Kimono Avenue.

If more than 15 business days have passed since we approved your refund and it has not appeared, please contact us through our contact page.

9. Promotional Discounts and Partial Returns

Refunds are based on the amount actually paid for the returned item. If a partial return means that the remaining order no longer qualifies for a quantity discount or other promotion, the refund may be adjusted to reflect the discount applicable to the items retained, where permitted by law.

10. Exchanges

We do not offer direct exchanges for changes of size, design, or customer preference. For an eligible standard product, please return the original item and place a new order. Damaged, defective, or incorrect items are handled as free replacements under Section 4.

11. Order Cancellations

If you need to cancel an order, contact us immediately. Because fulfillment or made-to-order production may begin shortly after an order is confirmed, cancellation is not guaranteed once processing has started. Any mandatory cancellation or withdrawal rights under applicable law remain unaffected.

12. Incorrect Addresses, Refused and Unclaimed Packages

If an order is returned because of an incorrect or incomplete address, refusal of delivery, or failure to collect the package, we will contact you after it is returned to us. Where permitted by law, actual outbound shipping, return shipping, customs, and carrier handling costs may be deducted from any refund, even if the original order qualified for free shipping. Made-to-order items remain subject to the restrictions in Section 3.

13. Statutory Consumer Rights

Nothing in this policy limits rights that cannot be excluded under the laws applicable to your order.

For eligible orders covered by European Union consumer law, customers generally have 14 days after receiving the last item in an order to notify us of their decision to withdraw without giving a reason. The goods must generally be returned within 14 days after the withdrawal notice. We may withhold the refund until the goods are returned or evidence of return is provided, where permitted by law.

Products made to the customer’s specifications or clearly personalized may be exempt from the statutory withdrawal right where permitted by law. Whether an exemption applies will be determined under the law applicable to the order.

14. Contact Us

For return, refund, cancellation, or damaged-item requests, please contact us through our contact page.