Refund&Return Policy

At Supernova Kenichi Online Store, we strive to ensure our customers are completely satisfied with their purchases. Our Refund & Return Policy is designed to provide clarity and convenience, while maintaining fairness and compliance with industry standards. Please read this policy carefully to understand your rights and responsibilities regarding returns, refunds, and exchanges.

General Conditions for Returns

• Eligibility Period: Items must be returned within 30 days of receipt. The 30-day period begins on the date the order is marked as delivered by the carrier.
• Product Condition: To qualify for a return, items must be unused, unwashed, and in their original packaging with all tags and labels attached. Items that show signs of use, wear, or alteration may not be eligible for a refund or exchange.
• Non-Returnable Items: Certain products are excluded from our return policy, including but not limited to:
  • Perishable goods such as food, plants, or flowers.
  • Customized or personalized items made to order.
  • Clearance or “final sale” items clearly marked as non-returnable.
  • Gift cards and downloadable software.
• Proof of Purchase: Returns must be accompanied by the original receipt or proof of purchase. If you cannot provide proof, we may be unable to process your return.

How to Initiate a Return

1. Contact Us: Reach out to our customer service team at Support Center. Provide your order number, details of the item you wish to return, and the reason for the return.
2. Return Authorization: Once your request is reviewed, our team will issue a Return Merchandise Authorization (RMA) number. Returns sent without an RMA may not be accepted.
3. Return Shipping Instructions: Pack the item securely in its original packaging. Include all original documents, accessories, and a copy of the receipt. Affix the provided return label to the package.
4. Shipping Method: Use a trackable shipping service to return the item. We are not responsible for items lost in transit without tracking.

Refund Processing

• Inspection: Once we receive your returned item, our team will inspect it to ensure it meets the eligibility criteria. This process typically takes 3-5 business days.
• Approval and Refund: If approved, refunds will be issued to the original payment method. Please allow up to 10 business days for the refund to appear on your statement, depending on your bank or payment provider.
• Partial Refunds: In some cases, partial refunds may be granted (e.g., items returned in less-than-perfect condition).

Exchanges

• Defective or Damaged Items: If your item arrives defective, damaged, or incorrect, contact us within 7 days of delivery. We will provide a replacement at no additional cost, subject to availability.
• Size or Color Changes: For exchanges due to size or color preferences, initiate a return and place a new order for the desired item. Standard return and shipping fees apply.

Return Shipping Costs

• Customer Responsibility: Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong or defective item sent).
• Prepaid Labels: In eligible cases, we may provide a prepaid return label. The cost of the label will be deducted from your refund if the return is not due to our fault.
• International Returns: Customers returning goods from regions other than Japan, the United States, and China must cover all shipping fees, duties, and taxes.

Non-Delivery Claims

• Lost Packages: If your package is lost during shipping, contact us immediately. We will work with the carrier to resolve the issue and may issue a refund or replacement as appropriate.
• Stolen Packages: If your package shows as delivered but you did not receive it, check with neighbors or your building’s delivery area. If it cannot be located, file a claim with the carrier and notify us for further assistance.

Refund Exceptions

• Gift Returns: Items received as gifts can be refunded to the original purchaser or issued as store credit to the recipient.
• Promotional Items: If you return an order that included a promotional or free item, the free item must also be returned. If not, its value will be deducted from your refund.
• Bulk Purchases: Returns of bulk or wholesale orders are subject to a restocking fee of 3%.

Refund Timelines

• Initial Confirmation: Once we receive your return, you will be notified via email.
• Processing Time: Refunds are typically processed within 7-10 business days of receiving the return.
• Bank Timelines: It may take additional time for your bank to reflect the refunded amount.

Additional Notes

• Seasonal Promotions: Returns of items purchased during seasonal promotions (e.g., Black Friday or Cyber Monday sales) must adhere to the same guidelines but may have extended return windows as indicated during the promotion.
• Bundle Purchases: Items purchased as part of a bundle must be returned together. Partial returns of bundles may not be eligible for a refund.
• Store Credit: If preferred, we can issue your refund as store credit, which can be used for future purchases.

Contact Us

If you have questions or concerns about our Refund & Return Policy, please contact us.

Thank you for shopping with Supernova Kenichi Online Store. We value your satisfaction and appreciate your business. Our team is committed to providing exceptional service and ensuring a smooth shopping experience for all customers.