Refund policy

Returns & Refunds Policy

When the Issue Is Our Responsibility

We will accept a return and provide a refund or ship a replacement only in the following cases:

  • Damage during shipping
  • Initial defects
  • You received an item different from what you ordered

Please note the following before requesting a return.

The works we handle are one-of-a-kind art and craft pieces.
Kiln marks, glaze variation, fine cracks (crazing), chips, and similar characteristics may be integral to the expression of the work and are not considered defects.
Conditions vary from piece to piece; if you have any concerns, please contact us before purchasing.

As many items are one-of-a-kind, we may not be able to offer an exchange for the same item. In such cases, we will issue a refund for the item price.

For replacements or returns due to our responsibility, we will cover the shipping costs.

We cannot accept returns, refunds, or exchanges in the following cases:

  • Items that have been used or displayed
  • Items damaged or altered due to the customer’s handling after delivery
  • Items returned without prior notice

How to Request a Return

If you wish to request a return, please contact us by email within 3 days of receiving the item, including the information below:

  • Order number
  • Name
  • Address
  • Reason for return and the item’s condition (photos if possible)

After we provide instructions, please ship the item back to us within 7 days.
Returns may not be accepted if the deadline has passed.

We may need to verify your purchase history when processing a return.

Exchanges

Exchanges are available only when the issue is our responsibility (damage, defect, or wrong item) and only if the item is in stock.

Please note that most works we handle are one-of-a-kind, and even works of the same type may vary in form, color, and texture.
Therefore, we may not be able to provide an identical piece as a replacement.

To request an exchange, please contact info@rigan.jp.
(Email: info@rigan.jp)

Customer-Preference Returns

We do not accept returns, exchanges, or refunds for the following reasons:

  • The item looks different from what you expected
  • Differences in perceived size, color, or texture
  • Incorrect order placed by the customer

Refunds

After we receive the returned item and confirm its condition, we will notify you by email whether the refund is approved.
If approved, we will process the refund to the original payment method within a certain period of time.

Delayed or Missing Refunds

If you have not received your refund, please check the following in order:

  • Your credit card statement or bank account statement
  • Contact your credit card company or financial institution

If you still cannot confirm the refund after the above steps, please contact info@rigan.jp.
(Email: info@rigan.jp)

Sale Items

All sale items are final. We do not accept returns or refunds for sale items for any reason.

Return Deadlines

  • Return request: within 3 days of receiving the item
  • Return shipment: within 7 days after our instructions

Returns may not be accepted if the deadlines have passed.