Refund policy

Returns and Refund Policy

1. Returns and Exchanges for Customer-Related Reasons

As a general rule, this store does not accept returns or exchanges after the product has been received for reasons attributable to the customer (such as wrong size, product differing from expectations, or ordering errors).

Please carefully review the product description, size, specifications, and all other details before completing your order.

2. Defective Products and Mis-Shipments Attributable to Us

If the product you received has any of the following issues, please contact us within 7 days of receiving the product.

  • The product is damaged or soiled
  • A product different from what you ordered was delivered
  • Any other deficiency attributable to the Company

How to contact us: Please use the inquiry form or send an email to info@taion37.com with the following information.

  • Your name (as listed on the order)
  • Order number
  • Description of the issue (please attach photos if possible)
  • Your preferred resolution (exchange or refund)

Upon reviewing the details, we will provide instructions on the return and exchange procedure. In cases of defects or mis-shipments attributable to the Company, shipping costs for returns and exchanges shall be borne by the Company.

3. Packaging Damage

Product packaging (boxes, bags, wrapping materials, and packing materials) is intended solely for the protection of the product. Accordingly, we cannot accept returns or exchanges based solely on damage to the outer packaging, or returns or exchanges of packaging only.

If the outer packaging has been damaged due to an accident during transit, please contact the shipping carrier that delivered the package directly.

4. Handling After Opening the Package

  • With the exception of defective products or mis-shipments, returns or exchanges of products that have been opened or used cannot be accepted.
  • If a defect is suspected, please retain photos showing the condition of the opened package and the location of the defect, and contact us within 7 days of receiving the product.

5. Returns Procedure

  1. Please notify us of your wish to return or exchange the product using the contact method described above.
  2. We will send you a "Return Authorization Notice" along with instructions for the return address and shipping method.
  3. Please ship the item back within approximately 5 days of receiving our instructions.
  4. Upon receipt of the product, we will inspect its condition and proceed with either shipping the replacement product or processing the refund.

When returning a product, please note the following:

  • Please use a trackable shipping method (such as Yu-Pack, Yamato Transport, Sagawa Express, etc.).
  • Please retain the shipping receipt for 3 months to prevent any disputes.
  • Please include your order information (name, address, phone number, and order number) on a document enclosed with the return shipment.

6. Refund Method

  • For credit card payments: After receiving and inspecting the returned product, we will process a cancellation or refund through your credit card company.
  • The timing of the refund appearing on your statement may vary depending on your credit card company's processing schedule, and it may take some time before the refund is reflected on your statement.

7. Scope of Application

This policy applies only to products purchased through the TERA-HEAT online shop (this e-commerce site). For products purchased through other online retailers, marketplaces, or physical stores, please refer to the returns and refund policy of the respective seller.