Refund policy

Returns and Refunds Policy

This policy describes cancellations, returns, refunds and exchanges at PANCHAPANCHA, operated by 合同会社Cielosiro. The conditions depend on the delivery destination, not the language used to browse the store. Read this policy with our Terms of Service and the conditions shown on the product page.

For deliveries within Japan, see the domestic conditions below and the Japanese Returns and Refunds Policy. The international conditions apply only to orders delivered outside Japan; they do not indicate that delivery is available to any particular country.

Nothing in this policy excludes rights that cannot be waived under laws applicable to your purchase.

Cancellations after order confirmation

We begin preparing orders promptly after confirmation and do not accept cancellations for personal reasons. If a dispatch delay means that an item remains unshipped after 30 days have elapsed from the order date, you may request cancellation of that unshipped item. Where part of an order has already shipped, only the unshipped items are eligible.

Contact the support chat at the bottom of the store with your order number and the reason for the cancellation request.

Refunds for approved cancellations normally go to the original payment method. If payment-provider restrictions or other circumstances prevent this, we may issue store credit instead. Credit issued in place of a monetary refund has no expiry date. You may request a monetary payout of its unused balance through support chat; we check the order and credit usage to determine the eligible amount.

Deliveries within Japan

Returns for personal reasons

Submit your request through support chat within 3 days, counting the delivery date as day 1. A request does not guarantee approval. We review the item's condition, the number of items requested for return, previous returns and other relevant circumstances individually. We may decline requests involving many items, frequent returns or other circumstances that reasonably make acceptance inappropriate.

Do not send anything back before we approve the return. After approval, follow the return method and deadline we provide.

Credit and fees for an approved personal return

  • We issue PANCHAPANCHA store credit equal to 80% of the amount actually paid for the returned items.
  • The credit has no expiry date, can be used only at PANCHAPANCHA, and cannot be exchanged for cash.
  • The remaining 20% is retained as a fee for accepting, inspecting, restocking and processing the return.
  • You pay the return shipping cost.
  • Original shipping charges, payment fees and other amounts besides the item price are excluded from the credit.
  • If the remaining item total falls below the free-shipping threshold, we do not deduct an additional shipping charge from the credit.

Items that are not eligible for personal returns

  • Items for which no request was submitted within 3 days, including the delivery date.
  • Items worn or used beyond an indoor size check.
  • Items worn or used for photographs, including social-media content.
  • Items with tags, labels, accessories or packaging removed.
  • Items that have been washed, cleaned, repaired or altered.
  • Items with new stains, damage, odours, makeup marks, substantial creasing or other changes from their delivered condition.

Returns sent without prior contact or approval

We do not accept items sent back without prior contact or approval as returns. We will contact you to choose between having the item sent back to you with shipping payable on receipt or having it disposed of. If you do not respond by the deadline we provide, or we cannot reach you, the item will be disposed of. No item-price refund is made in either case.

Defective or incorrect items delivered within Japan

Inspect your order before wearing, using or washing it. If an item is defective or different from what you ordered, contact support chat within 7 days, counting the delivery date as day 1, with photos or other evidence showing the issue. After review, we will explain the return, replacement or refund procedure.

The 80% credit rate, 20% personal-return fee and customer-paid return shipping do not apply to confirmed defects or incorrect deliveries.

We do not accept defect or incorrect-item claims made after this 7-day period, or where wearing, use, washing, customer-caused damage, alteration or other changes after delivery affect the item. Always contact us before sending an item back. These conditions remain subject to non-waivable rights under applicable law.

Size exchanges within Japan

Size exchanges are currently suspended because our warehouse cannot handle them. If the size does not fit, consult the personal-return conditions above.

Deliveries outside Japan

Returns for personal reasons

We do not accept personal returns, including a change of mind or dissatisfaction with fit, colour or appearance. Check the description, measurements and colour before ordering.

Defective or incorrect items

Check the items before wearing, using or washing them. Report a defect or an item that differs from your order through support chat within 7 days, counting the delivery date as day 1. Include the order number and both photographs and video clearly showing the issue.

We review the evidence and order details. Once we confirm a defect or incorrect delivery, we choose a new replacement or a refund according to the circumstances and stock availability. If a replacement cannot be sent, we refund the eligible amount. We may request further evidence when the information is insufficient; submitting a report alone does not guarantee a remedy.

You do not need to return the affected item. We charge no additional shipping for an approved replacement.

Size exchanges outside Japan

Size exchanges are unavailable. A size that does not fit is a personal reason and is not eligible for return. If we delivered a different size from the one ordered, use the defective or incorrect-item procedure.

Refused or undeliverable shipments

If delivery fails because you refuse the shipment or provide an incomplete or incorrect address, we do not refund the item price, shipping charge or other payments for that order. Refusing a shipment does not cancel the order. Check your delivery details before confirming your purchase.

Loss in transit

We refund an item when its tracking information confirms that it was lost in transit. If an order has not arrived, contact support chat with your order number and tracking number.

Refund amounts for defective, incorrect or lost items

If every item in the order is eligible, we refund the full amount paid, including the original shipping charge. If only some items are eligible, we refund the amount actually paid for those items plus their share of the original shipping charge. That share equals the original shipping charge multiplied by the affected items' proportion of the order's total item weight.

Customs duties and import taxes charged again

If you are charged customs duties or import taxes again for an order delivered outside Japan, and those duties or taxes were already included in the shipping charge or otherwise paid for that same order, contact us through the PANCHAPANCHA support chat. Provide your order number and evidence of the separate charge, such as an invoice or receipt. We will review the evidence against your order. If we confirm that the charge duplicates duties or taxes already covered for the order, we will refund the verified additional amount to the payment method used for your order. This reimbursement is separate from the weight-based allocation of the original shipping charge for refunds involving defective, incorrect or lost items.

Refund method

Refunds normally go to the original payment method. If payment-provider restrictions or other limitations prevent this, we issue store credit with no expiry date. You may request a monetary payout of unused refund credit through support chat; we check the order history and credit usage before processing the request. The time until a refund appears depends on the payment provider.

Contact

For cancellations, returns, refunds or exchanges, use the support chat at the bottom of PANCHAPANCHA and include your order number. Do not send items to a business address without return instructions from us. Our PANCHAPANCHA support email is [email protected].