Refund policy

Refund Policy

Returns We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Exceptions / Non-returnable items Certain types of items cannot be returned, specifically:

• Custom products (such as Noren curtains made to specific sizes, or items with custom family crests/logos).

• Made-to-order items (Since these are crafted specifically for you upon order, we cannot accept returns for "change of mind").

• Sale items or gift cards.

Please get in touch if you have questions or concerns about your specific item.

Damages and issues Please inspect your order upon reception and contact us immediately (within 7 days) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. For defective items, we will cover the return shipping costs or arrange a replacement.

European Union 14 day cooling off period Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. However, this right does not apply to goods made to the consumer's specifications or clearly personalized (e.g., Custom Noren).

Refusal of Delivery due to Customs Duties If a package is returned to us because the customer refused to pay customs duties, taxes, or fees, we will deduct the shipping costs (both the original shipping and the return shipping fees) from your refund. The remaining balance will be refunded to your original payment method.

How to start a return To start a return, you can contact us at office@katouken.jp. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Note: The customer is responsible for return shipping costs unless the item is defective.

Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.