RETURN POLICY

返品ポリシー
We offer 7 days returns for selected items.

We strive in giving the best shopping experience to all our customers as we want you to feel completely satisfied with your purchased products from Natsuo. Thus, we do understand that sometimes purchasing things online can be tedious. Hence, if you found out any manufacturing defects on your purchased items, or you think that the item does not suit you well, you are allowed to return the product within 7 days upon received.

Our dear customers can choose the following return options:

  • Exchange your item for a different size but the same design, or
  • A replacement for a defective product received, or
  • A full refund to your original payment mode
Return, Refund and Exchange Eligibility

Unreasonable return demand will not be accepted.

We will only carry out the return/refund process under the condition that, the item itself is undamaged, unused, and unwashed with its original packaging and label in place. Please be sure to not discard any packaging materials before final confirmation of product(s) received.

Exchanges are only applicable for a different size or color of the purchased product only. Exchanging for a completely different product (including different design or style) is not allowed. For refunds, please contact our customer service through Facebook, Instagram, or email to check for eligibility.

Returns/exchanges may take up to 10-15 working days (excluding shipping time). In addition, all returns and exchanges are subjected to stock availability. Postage is to be borne by the customers in the case of an exchange or a return. 

Cases where Return/Request is Inapplicable:

To make sure all our customers are fully protected, we do our best in handling each return/exchange with fairness. However, please take note that we refuse to accept a return or an exchange in such cases:

  • Products damaged by misuse, abuse, improper care or negligence or accidents (including pet damage).
  • Products which show signs of wear and tear.
  • Lost or damaged products due to fire, flood, or any natural disasters.
  • Products with a missing/removed/defected label
  • Products that has been washed.
  • Products that is stained or dirty
  • Due to personal issues that are totally unrelated to the product’s performance or satisfaction level.
  • Products that are not eligible for returns and refunds due to hygiene purposes:
    • Breath-Fit Basic Boxer ブレスフィット・ベーシック・ボクサーパンツ
    • Smooth Lifestyle Modal Boxer スムーズ・ライフスタイル・モダール・ボクサーパンツ
    • Breath-Fit Hipster Ladies ブレスフィット・ヒップスター・レディース
    • Lace Low-Rise Hip Huggerレース・ロー・ライズ・ヒップ・ハンガー
    • Silky Brief Low-Rise Hip Huggerシルキー・ブリーフ・ロー・ライズ・ヒップ・ハンガー
    • Comfort Shapewear Bikiniコンフォート・シェイプウェア・ビキニ
    • Comfort Shapewear Boyshortコンフォート・シェイプウェア・ボーイズショートパンツ
    • Basic Seamless Bikiniベーシック・シームレス・ビキニ
    • Basic Seamless Hipster ベーシック・シームレス・ヒップスター
Refund Process

If your refund request is being approved (by adhering to our Return Policy), all returns will be fully refunded back to your original payment method. For iPay88 payment option, please do make sure that the details that you have provided are complete and correct. Below are the details which you should fill in:

Bank Name:
Account Number:
Account Holder’s Name:
Identification No/ Passport No:

*For most of the returns, it may take up to 15-20 working days for us to complete the whole process. This is because the package will need to take up some time for it to reach the fulfilment center, go through the inspection process, and process into the inventory. By then, the refund process will only be able to complete.

Please be aware that:
  • Natsuo holds the ultimate rights to withhold refunds amount if the original package which has not yet reached our warehouse.
  • Please make sure that all refund information given is correct and complete.
  • For all orders’ return, exchange or refund request, please kindly email us a specific request at natsuo@gmail.com or sales@natsuojp.com along with your order number. We will come back to you as soon as possible, so do allow us some time (1-2 business days).
  • Natsuo reserves the right to reject any return/refund/exchange request which does not meet all requirements in our Return Policy above.
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