Refund policy

Special Terms and Conditions for Returns

For Digital Contents

We do not accept returns, refunds, or exchanges. Please understand the special nature of content products before purchasing.

 

For Physical Goods: 

Please note that the color and quality of the product may vary depending on the image displayed.
In the case of tangible products, if the color or texture of the product differs from the actual product due to the display environment of the image, etc., returns will not be accepted, so please be sure to double check the product before purchasing.
HELIANTHUS CREATIVES will be responsible for returns and shipping charges if the item is completely different from the purchased item, or if it is damaged, defective, or damaged during shipping.
Return requests can be made through the HELIANTHUS CREATIVES Contact Us page.
We will only accept returns that have been processed within 7 days of receipt and that have not been used.

 

About Confirmation of Merchandise

Upon receipt of your order, please be sure to check the merchandise within 7 days to ensure that there are no defects or errors in your order.

 

Defects in Merchandise

If you receive an item that is not what you ordered or is defective for any other reason, we will replace it with a new item at our expense as soon as possible.
We apologize for the inconvenience, but please contact us using the Contact Us form.

*Please be sure to contact us within 7 days of receipt of the product. Please note that we cannot accept exchanges without prior notice or after the product has been used.
*If you wish to return the product instead of exchanging it for a good one, please contact us and we will take the necessary procedures for [return for customer's convenience].

 

About Returns

If the product you ordered is "different from the image", "wrong product", and other reasons for the convenience of the customer, we will accept "return" if it meets our .
Please note that the customer will be charged a restocking fee of 800 yen (tax included) in addition to the shipping and handling charges for returning the item.
Refunds will be made to the same credit card in the case of credit card payment. For other payment methods, the refund will be made by bank transfer.

 

About exchanges

If the product meets our "Conditions for Returns and Exchanges", we will accept only "exchanges for the same product as the purchased product".
Any shipping costs incurred by the exchange will be the responsibility of the customer.

*The delivery method for exchanged items is Click Post (Japan Post).

 

If you wish to return or exchange an item, all of the following conditions must be met.

Conditions for Returns/Exchanges

  • The customer must notify us of the return/exchange request within 7 days of receipt of the product.

  • Products that are returned within 7 days of your request for return/exchange.

  • Merchandise that can be judged as "unused" according to our company's standards.

  • Products that are complete with all the accessories that were delivered with the product.

  • Merchandise that is not listed as "non-returnable" or "non-exchangeable" on the product page.

  • Products that can be returned or exchanged in Japan.

 

<We do not accept returns or exchanges in the following cases>

  • Merchandise that has been in the shop for more than 8 days

  • Merchandise that has been used

  • Merchandise that has been used

  • Merchandise that has been soiled, scratched, or smelt by the customer, or merchandise that has had its accessories soiled, damaged, lost, or destroyed

  • Sale items (applicable only in the case of returns. (Only applicable for returns. Exchanges will be accepted only for "the same item purchased, in another color and size".)

  • Merchandise that is clearly marked as "non-returnable" or "non-exchangeable" on the product page.

  • Products that are returned without prior notification.

  • Products that have been damaged, defaced, or lost during return shipping.

  • Products purchased from online stores other than actual stores and HELIANTHUS CREATIVES

    *Depending on the monitor you are using, there may be slight differences in coloring between the images in the online store and the actual product. Please understand this in advance.

 

How to return or exchange an item, and where to send it back

If you wish to return or exchange an item, please contact us using the Contact Us form. We will send you an email with the return/exchange procedure and return address.
Please use a delivery service with a tracking function for your return.
(*Ta-Q-Bin, Ta-Q-Bin Compact (Yamato Transport), Neko-Pos (Yamato Transport), Quick Post (Japan Post), Letter Pack (Japan Post), Yu-Packet (Japan Post))

 

Long-Term Absence or Declining to Receive a Delivery

If the package is returned to our store for reasons such as declined receipt, long-term absence, or address unknown, a separate charge of [800 yen (tax included)] will be made for the round-trip shipping and administrative fees incurred, and the order will be cancelled.

*Customers who are unable to receive their packages for any of the above reasons will be limited to prepayment by credit card, bank transfer, or postal transfer, or we may refuse to do business with them in the future.