Refund policy
Return and Exchange Policy
1. Scope of Application
This policy applies to products purchased from our store (Tenxin / xinxinselect).
If a product page states otherwise, the information on the relevant product page will take precedence.
⸻
2. Cases Covered by Our Store (Initial Defects, Incorrect Shipments, etc.)
If any of the following applies, please contact us within 48 hours after receiving the product. We may ask you to provide photos or videos of the outer box, shipping label, and product.
• Initial defects (such as damage or obvious defects)
• Incorrect shipment / missing items (such as wrong items sent or missing items)
• Clear damage during delivery (the outer box and shipping label must be retained)
Depending on the situation, we will provide an exchange, reshipment, or refund.
In these cases, the return shipping cost will be borne by our store (or handled using our designated return method).
⸻
3. Returns and 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 and similar items), with no stains or damage
• All accessories, packaging, and included items must be complete and in resellable condition
• You must contact us within 7 days after receiving the product
If the return is approved:
• Return shipping costs will be the customer’s responsibility
• The refund amount may be reduced by the actual shipping fees, payment processing fees, and other related charges, depending on the order circumstances
⸻
4. Non-Returnable Items (Important: Returns Generally Not Accepted)
For hygiene and fraud prevention reasons, returns and exchanges are generally not accepted for the following items (except in cases described in Section 2, such as initial defects or incorrect shipment):
• Earrings, ear accessories, and similar items after opening or trying on
• Items that have been used or have perfume, cosmetics, skin oil, or other residue attached
• Custom-made or specially personalized items, including engraved products
• Sale items, lucky bags, or items clearly marked as “non-returnable”
• Items damaged due to the customer’s storage or handling conditions
⸻
5. Refund Method and Processing Time
After the returned item arrives at our store and its condition has been confirmed, we will usually 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 bank or payment provider.
⸻
6. Order Cancellation (Before Shipment)
Orders may be canceled before shipment in some cases. Please contact us as soon as possible.
After a shipping label has been issued or after the order has been shipped, cancellation may no longer be possible, and the request may instead be handled as a return procedure.
⸻
7. Returned Packages Due to Refused Delivery, Long-Term Absence, or Incorrect Address
If a package is returned due to customer-related reasons such as refused delivery, long-term absence, or an incorrect address:
• Return shipping fees and reshipping costs will be the customer’s responsibility
• In the case of a refund, actual round-trip shipping costs and other related expenses may be deducted from the refund amount
⸻
8. Contact Us
Email: [email protected]
Business Hours: Weekdays 10:00–18:00 (JST)
When contacting us, please provide your order number, product name, description of the issue, and relevant photos/videos.