Returns & Refunds

Eikenbi Online Return & Refund Policy

Return Policy Overview

At Eikenbi, we want you to feel confident shopping with us. If the product you receive is damaged, defective, or not what you ordered, we’re happy to offer a replacement or a refund.

  • Returns are accepted within 14 days of delivery for items purchased through our official online store.

  • To begin a return, please contact our Customer Care Team at eikenbijapan@gmail.com.

  • Once your request is approved and the product is returned, refunds will be issued to your original payment method.

For faster service, please include your order number and keep the original box, packaging, and the item for carrier inspection if needed.

Note: This policy applies only to purchases made through the official Eikenbi Online Mall. We cannot process returns for items purchased at retail stores or through third-party distributors. This policy does not affect your statutory consumer rights.

Return Eligibility

To qualify for a return, your item must meet the following conditions:

  • Unopened & unused: The product must remain sealed in its original packaging with all labels intact.

  • Original packaging: Items must be returned in their original packaging to ensure safe transport.

  • Pre-authorization required: You must first contact us at eikenbijapan@gmail.com to obtain return authorization. Unauthorized returns may not be accepted.

Reasons for Return

We categorize returns into two types:

  • Product-related issues
     If you receive the wrong item, a defective product, or your order is incomplete, we will cover all return shipping costs and issue a full refund of your order value.

  • Customer preference
     If you choose to return an item for personal reasons (e.g., changed your mind), a 10% restocking fee will be deducted from your refund. Return shipping costs in this case are the responsibility of the customer.

Return Process

1. Contact us

Send an email to eikenbijapan@gmail.com with your order number, reason for return, and clear photos of the product. Our Customer Care team will reply within 24 hours (excluding weekends) with detailed instructions.

2. Package your item

Once approved, place the item in its original packaging and ensure it is securely sealed.

3. Ship the return

Send the package to the return address provided by our Customer Care team.
 Note: Return shipping costs are the customer’s responsibility unless the return is due to a product issue.

4. Provide tracking information

After shipping, please email us your tracking number and carrier details so we can monitor the return.

5. Refund issuance

Once we receive and inspect the returned item, refunds will be processed back to your original payment method within 5–7 business days.

Important Notes

  • Please keep your shipping receipt and tracking details as proof in case the package is lost in transit.

  • Eikenbi is not responsible for items lost or damaged during return shipping.