Return and Refund Policy

Return & Exchange Policy

1. Scope of Application

This policy applies to products purchased from our store (Tenxin / xinxinselect).
If a product page states otherwise, the description on that product page shall prevail.

⸻

2. Cases Covered by Our Store (Initial Defects, Incorrect Shipment, etc.)

If any of the following applies, please contact us within 48 hours after delivery of the product. We ask that you provide photos/videos of the outer box, shipping label, and the product.
• Initial defects (damage, obvious malfunction, etc.)
• Incorrect shipment / missing items
• Clear damage during delivery (retention of the outer box and shipping label is required)

Depending on the situation, we will offer an exchange, reshipment, or refund.
In such cases, the return shipping cost will be borne by our store (or handled by the method designated by our store).

⸻

3. Returns / Exchanges for Customer Convenience (General Rule)

If you wish to request a return or exchange for personal reasons (such as the item not matching your expectations or the size not fitting), all of the following conditions must be met.
• The item must be unused and unworn (※ especially strict for earrings, etc.), with no stains or damage
• All accessories, packaging, and related items must be complete and in resalable condition
• You must contact us within 7 days after delivery of the product

If a return is approved:
• Return shipping costs will be borne by the customer
• The refund may be subject to deductions for actual shipping fees, payment processing fees, etc. (depending on the order circumstances)

⸻

4. Special Return Terms (Important: Returns Generally Not Accepted)

For hygiene and fraud prevention reasons, we generally do not accept returns or exchanges for the following items (except in cases of initial defects or incorrect shipment under Article 2).
• Earrings / ear accessories, etc.: after opening or trying on
• Items that have been used, or that have perfume, cosmetics, skin oil, or similar residue on them
• Made-to-order items / customized items such as engraved products
• Sale items, lucky bags, and products clearly marked as “non-returnable”
• Items damaged due to improper storage by the customer

⸻

5. Refund Method and Processing Time

After we receive the returned item and confirm its condition, we will normally process the refund within 5–10 business days.
Please note that it may take several additional days for the refund to appear, depending on the financial institution or payment provider.

⸻

6. Order Cancellation (Before Shipment)

Cancellation may be possible before shipment. Please contact us as soon as possible.
Once a shipping label has been issued or the order has been shipped, cancellation may no longer be possible, and the matter will be handled as a return request.

⸻

7. Returns Due to Refusal of Delivery, Long-Term Absence, or Incorrect Address

If the order is returned due to customer-related reasons such as refusal of delivery, long-term absence, or an incomplete/incorrect address:
• Return shipping costs and reshipment fees will be borne by the customer
• In the case of a refund, actual costs such as round-trip shipping fees may be deducted

⸻

8. Contact Information

Email: [email protected]
Business Hours: Weekdays 10:00–18:00 (JST)
When contacting us, please provide your order number, product name, a description of the issue, and photos/videos.