1. Returns and exchanges for the customer’s own reasons
To protect the authenticity of one-of-a-kind works (to prevent substitution or replication), we do not accept returns or exchanges for the customer’s own reasons.
2. If there is a problem with the work (damage in transit, incorrect delivery, or a significant difference from its description)
Please contact us at tomiyui@andromedajapan.com with photos as soon as possible after the work arrives (as a guide, within 7 days). Once we have confirmed the return of the work, we will refund the full amount you paid (the price of the work and the shipping cost). As each work is one of a kind, we cannot offer exchanges. We will bear the shipping cost and customs duties for the return shipment.
In addition, if after investigating the cause we determine that we are responsible, we will also refund the actual customs duties and import taxes you paid on receipt (please submit receipts or similar documents).
3. Cancellations
Once your order is confirmed, we do not accept cancellations for the customer’s own reasons.
If we are unable to deliver for reasons on our side, we will cancel your order and refund the full amount you have paid (the price of the work and, if already paid, the shipping cost).
If we cannot confirm payment of the shipping invoice by its due date (7 days from issue), we will cancel your order and refund the price of the work.
If the work is returned to us due to circumstances on your side (such as refusal to accept delivery, extended absence, or an incorrect address), we will refund the price of the work less the round-trip shipping cost and other actual expenses.
4. Refunds
Refunds are made to the card or other method used for payment. The time it takes to appear depends on your card issuer.
5. Customs duties and import taxes
Customs duties and import taxes are paid by the customer to the carrier on receipt (DAP).
6. Contact
To report damage, incorrect delivery or similar issues, please email tomiyui@andromedajapan.com.