Terms of service

These Terms of Service set out the conditions for using the online store “PANCHAPANCHA”, operated by 合同会社Cielosiro (the “Company”).

Effective date:18 October 2026

Article 1 Scope

1. These Terms apply to all use of PANCHAPANCHA (the “Services”), including browsing, membership features, purchasing products, making enquiries and any other use of the Services.
2. You must review and agree to these Terms before using the Services. To purchase a product, you must agree to these Terms and any other conditions displayed when you place your order.
3. Conditions individually displayed by the Company on product pages, at checkout, in the Returns and Refunds Policy or elsewhere form part of these Terms.
4. The Shopping guide summarises the information needed for shopping in an easy-to-understand way. If the Shopping guide and these Terms differ, these Terms take precedence.
5. For returns and refunds, if the Returns and Refunds Policy sets out conditions that are more specific than these Terms, those specific conditions apply.
6. If a product page displays sales conditions or other special terms, those special terms apply to that product to the extent permitted by law.
7. These Terms do not limit any rights you have under the Consumer Contract Act, the Act on Specified Commercial Transactions or any other law.

Article 2 Definitions

The following terms have the meanings set out below when used in these Terms.

1. “Customer” means an individual or corporation that browses or uses the Services.
2. “Member” means a Customer who has created a customer account on the Services.
3. “Products and Other Offerings” means products sold through the Services, store credit and anything else provided by the Company.
4. “Content” means text, images, videos, logos, designs, product information and any other information posted on the Services.

Article 3 Use of the Services

1. You must comply with these Terms and applicable laws, and you are responsible for your use of the Services.
2. If you are a minor, you must obtain the consent of a parent or other legal representative before using the Services or purchasing products.
3. You are responsible for providing, at your own cost, the devices, communications environment, email access and other equipment needed to use the Services.

Article 4 Membership Registration and Account Management

1. If you wish to register as a Member, you must provide true and accurate information.
2. If any registered information changes, you must update it promptly.
3. You must manage your registered email address, one-time codes, login details and other means of accessing your account at your own responsibility. You must not allow a third party to use them, lend or transfer them, or share them with a third party.
4. Unless the Company is responsible for a third party’s unauthorised use, any operation carried out using the correct login details will be treated as an operation by the relevant Member.
5. If you become aware of actual or suspected unauthorised use of your account, you must contact the Company promptly.
6. The Company may refuse or cancel a registration if there is a reasonable reason why accepting it would be inappropriate, including false registration information, unauthorised use or a previous breach of these Terms.
7. You may apply to withdraw your membership using the method specified by the Company. If you have an incomplete order or an outstanding payment obligation when you withdraw, that obligation remains until it is completed.

Article 5 Product Information

1. The Company endeavours to display product information as accurately as possible.
2. Colours in product images may differ from the actual products because of the photography conditions or your screen settings.
3. Measurements for clothing and other items may vary from one item to another by approximately 1–3 cm because of manufacturing or measurement methods.
4. Small items, accessories and other accompanying items shown in product images are not included unless the product title or description says that they are included.
5. Minor details such as product specifications, packaging and accessories may change, provided the essential function or value of the product is not impaired.
6. Stock availability shown on the Services does not guarantee that stock will be reserved when you place an order. If, after an order is placed, the Company discovers a discrepancy with actual stock or that an item is out of stock, it will respond under Article 6.

Article 6 Orders and Formation of the Sale Contract

1. When you enter the required information at checkout and submit an order, you make an offer to purchase from the Company.
2. For credit cards, PayPal, code-based payments and other methods where payment is completed at the time you order, the sale contract is formed when payment or any required payment authorisation has been completed and the order number is displayed on the order confirmation screen, or when the order confirmation notice reaches you, whichever occurs first.
3. For prepayment methods such as bank transfer or convenience store payment, the sale contract is formed when the Company confirms receipt of payment and the order confirmation notice reaches you. A notice sent before payment confirming receipt of your order only acknowledges that your offer has been received; it does not notify you that a sale contract has been formed.
4. The Company may decline an order or cancel a sale contract after it has been formed if any of the following applies:
   • Stock cannot be secured
   • There is an obvious error in the displayed price, stock availability, product specifications or other information
   • Payment authorisation cannot be obtained
   • The delivery address is unknown, incomplete or undeliverable
   • There is reason to suspect that the order is for resale, is fraudulent or involves impersonation, or is not intended for a normal transaction
   • You have breached these Terms or previously failed to pay
   • There is another reasonable reason why the order cannot be fulfilled
5. If the Company refunds an amount already received under the preceding paragraph, it will normally refund you through the payment method you used.
6. Unless the Company agrees otherwise in an individual case, a change to an order will be treated as a new order and cancellation of the original order.

Article 7 Prices and Payment

1. The total amount you must pay, including the product price, consumption tax, shipping charge, fees and other charges, is shown at checkout.
2. You must choose one of the payment methods shown at checkout and pay in accordance with the conditions set by the relevant payment provider.
3. Unless stated otherwise, bank transfer fees and other costs incurred on your side in connection with payment are your responsibility.
4. Payment by bank transfer or convenience store payment is due within 10 days of the order date. If payment is not confirmed by the deadline, the order will be cancelled automatically.
5. The terms of each payment provider apply to its checks, usage restrictions, payment timing, instalment payments, refund processing and other matters.

Article 8 Preparation for Dispatch

1. The Company begins preparing your order for dispatch immediately after the sale contract is formed.
2. Once preparation for dispatch has begun, costs may arise for warehouse work, inspection, packing, delivery arrangements, payment processing and other matters.
3. Depending on how far preparation for dispatch has progressed, it may be difficult to change the order, stop processing it or resell the product.
4. The preparation for dispatch described above is the basis for the cancellation conditions after order confirmation set out in Article 11.

Article 9 Delivery

1. Dispatch and delivery estimates are the same for all products. Delivery times, shipping charges and delivery methods are shown in the Shopping guide, at checkout or in the disclosure under the Act on Specified Commercial Transactions.
2. If you order multiple products, they may be dispatched separately.
3. The Company selects the delivery company based on the product, delivery address and other circumstances. You cannot choose the delivery company.
4. Delivery is complete when the product is handed over at the delivery address you specified.
5. You must register your correct name, address, postcode and telephone number and receive the product.
6. You may request a delivery address change through the support chat at the bottom of the Services only before the product is dispatched. We do not accept a change after dispatch or a change to an address with a different shipping charge.
7. If the Company, customs authorities, delivery company or fulfilment provider contacts you because your address details are incomplete, you must provide an accurate address, including postcode, prefecture, municipality, street address, building name, room number and any other details needed for customs clearance or delivery, by the stated deadline. You must use the address correction form shown on the Services or another method specified by the Company. After dispatch, only omissions or errors in the currently registered delivery address may be corrected. We do not accept a change to a different delivery address or a change to the recipient’s name or telephone number.
8. If customs clearance or delivery cannot be completed because a street address, building name, room number or other required information is missing or incorrect, the product will be held for a certain period at a warehouse operated by customs authorities, the delivery company or the fulfilment provider. If the required correction is not completed by the storage deadline, the product may be returned or disposed of.
9. If a product is disposed of because the address you registered was incomplete or incorrect, or because you failed to make a required correction by the deadline in the preceding paragraph, that disposal is treated as having resulted from circumstances attributable to you. The Company will not refund the product price, shipping charge or any other amount received for the order, and will not accept cancellation of the product. This does not apply if the Company is responsible or if this treatment is not permitted by law.
10. If delivery cannot be completed because you refuse the product, are absent for an extended period or for another reason attributable to you, the product may also be held for a certain period at a warehouse operated by the delivery company or fulfilment provider and then returned or disposed of. If the Company agrees to redeliver it, you must pay the actual costs of redelivery, return, storage and other related services. The Company is not required to redeliver it free of charge.
11. Delivery may take longer than the stated estimate because of inspection, preparation for dispatch, warehouse operating conditions, customs clearance, weather, traffic, disasters, circumstances affecting the delivery company or other circumstances that the Company cannot reasonably control.

Article 10 Ownership and Risk of Loss

1. Ownership of a product passes to you when payment for the product has been completed and the product has been handed over to you.
2. Any loss, damage or other harm to a product occurring after delivery as a result of circumstances attributable to you is your responsibility.
3. If you suspect that a product has been lost or damaged in transit, contact the Company and the delivery company promptly.

Article 11 Cancellations after Order Confirmation

1. The Company is connected by system integration with its dispatch provider and warehouse, and begins the preparation for dispatch described in Article 8 immediately after the sale contract is formed.
2. Costs arise once preparation for dispatch has begun, and it may be difficult to stop processing, return a product or resell it. For this reason, we do not accept cancellations for personal reasons after the sale contract is formed, even if you request one immediately afterwards.
3. The preceding paragraph does not apply to a defective product, an incorrect delivery, a case individually accepted by the Company, a case covered by paragraph 4 of this Article or any other case where cancellation is permitted by law.
4. Despite the preceding paragraphs, if a product has not been dispatched after 30 days have passed from the order date because of a dispatch delay, you may request cancellation of the product that remains undispatched after those 30 days. If some products in a multi-product order have already been dispatched, any products still undispatched when the 30 days have passed are also eligible for a request.
5. To request cancellation, contact us through the support chat at the bottom of the Services and provide your order number and the reason for the requested cancellation.
6. Stopping payment to a payment provider, disputing a payment or initiating a chargeback does not constitute a cancellation request to the Company.

Article 12 Returns, Refunds and Exchanges

1. Returns, refunds and exchanges are subject to these Terms and the conditions set out in the Returns and Refunds Policy.
2. For returns for personal reasons on deliveries within Japan, you must submit a request through the support chat at the bottom of the Services within 3 days, counting the delivery date. Submitting a request does not mean the return will automatically be approved. The Company decides each request individually, taking into account the condition of the products, the number of products in the request, your previous return history and other circumstances. The Company may refuse a return if you request many products at once, have made frequent returns or if it reasonably considers that accepting the return would be inappropriate in other circumstances. For deliveries outside Japan, refer to the destination-specific conditions in the Returns and Refunds Policy.
3. Do not return a product before the Company has approved the return. After approval, return it using the method and by the deadline specified by the Company.
4. For an approved return for personal reasons under the conditions for deliveries within Japan, the Company issues store credit equal to 80% of the amount you paid for the returned products. The store credit may be used only within the Services. The remaining 20% is deducted as a fee for accepting the return, inspection, restocking and other return processing.
5. You are responsible for the return shipping charge for a return for personal reasons. The original shipping charge, payment fees and any other costs besides the product price are not included in the store credit.
6. We do not accept returns for personal reasons for products that fall into any of the following categories:
   • Products for which no return request was submitted within 3 days, counting the delivery date
   • Products worn or used beyond an indoor size check
   • Products worn or used for photography, including for social media posts
   • Products whose tags, labels, accessories or packaging have been removed
   • Products that have been washed, cleaned, repaired or altered
   • Products with stains, damage, odours, make-up marks, significant creasing or any other change in condition that was not present on delivery
7. Defective products and products incorrectly delivered by the Company are handled separately from returns for personal reasons. Contact us within 7 days, counting the delivery date, and provide photographs or other evidence showing the condition. In this case, the credit rate in paragraph 4, the shipping responsibility in paragraph 5 and the return fee do not apply.
8. We do not accept returns, exchanges or refunds on the grounds that a product is defective or was delivered incorrectly if you contact us after 7 days, counting the delivery date, or if its condition has changed after delivery because it has been worn, used, washed, damaged by you, altered or otherwise changed.
9. Size exchanges are suspended for the time being because the warehouse cannot process them. A return because of an incorrect size is treated as a return for personal reasons.
10. Products returned without prior contact or the Company’s approval are not accepted as returns. The Company will contact you and ask you to choose whether the product should be sent back to you with shipping payable on receipt or disposed of. If you do not reply by the stated deadline or the Company cannot contact you, the product will be disposed of. The product price will not be refunded in either case.

Article 13 Coupons and Store Credit

1. The Company may issue coupons or store credit to Members.
2. The issue conditions, usage conditions, eligible products, expiry date and other conditions will be displayed when issued or on the Services.
3. If you use a coupon, you must apply it at checkout before confirming your order. It cannot be applied after the order has been confirmed.
4. Coupons cannot be exchanged for cash. Coupons and store credit cannot be transferred to a third party, moved to another account or used at another store.
5. Store credit issued for an approved return for personal reasons has no expiry date. It may be used only to purchase products through the Services and cannot be exchanged for cash.
6. Store credit issued instead of a monetary refund for an order cancellation or another refund has no expiry date. You may request a monetary payout of the unused balance of that store credit through the enquiry channel specified by the Company. After checking the order history and how the store credit has been used, the Company will decide whether to make a payout and the amount.
7. If the Company cannot refund the original payment method because of a payment provider’s restrictions or another reason, it may issue the refund as store credit.
8. If an order is cancelled or a product is returned, the Company may adjust any coupon or store credit used for that order in the manner it specifies.
9. The Company may cancel a coupon or store credit if it finds that it was obtained or used fraudulently, issued because of a system malfunction or issued without another valid reason.

Article 14 Intellectual Property Rights

1. Copyright, trade mark rights and other intellectual property rights in the Services and Content belong to the Company or the relevant rights holder.
2. You must not copy, reproduce, modify, distribute, sell, scrape or otherwise use Content beyond private use without permission from the Company or the relevant rights holder.
3. These Terms do not transfer to you any intellectual property rights in the Services or Content.

Article 15 Prohibited Conduct

You must not engage in any of the following conduct when using the Services.

1. Placing an order using false information, impersonating another person or fraudulently using another person’s payment method
2. Placing an order without intending to pay, repeatedly refusing delivery or placing another order not intended for a legitimate transaction
3. Improperly using multiple accounts to evade conditions relating to coupons, store credit, purchase limits or other matters
4. Pretending to meet the return conditions or concealing that a used product has been used when requesting a return
5. Making a false statement to a payment provider and disputing a payment or initiating a chargeback without a valid reason
6. Infringing the rights, reputation, credit or privacy of the Company, another Customer, a delivery provider, business partner or any other third party
7. Threatening or insulting the Company or its representatives, making discriminatory remarks or excessive demands, or obstructing its business
8. Accessing the Services’ systems without authorisation, transmitting harmful programmes or interfering with their operation
9. Using automated means to place a burden on the Services beyond normal use or to obtain information improperly
10. Using the Services for business, advertising, solicitation or another commercial purpose without the Company’s permission
11. Engaging in conduct that violates laws or public order and standards of decency
12. Assisting, encouraging or attempting any of the conduct listed above
13. Engaging in any other conduct that the Company reasonably considers inappropriate

Article 16 Restrictions on Use and Account Suspension

1. If any of the following applies to you, the Company may cancel an order, suspend a transaction, restrict use of your account or cancel your registration without prior notice:
   • You have breached these Terms
   • You have failed to pay an amount due or another payment
   • Your registered information is false or contains a material error
   • There has been unauthorised use or a security risk
   • There has been a suspension of payments, bankruptcy or another significant deterioration in your credit status
   • The Company has been unable to contact you for an extended period
   • There is another reasonable reason why it is inappropriate for you to continue using the Services
2. Any payment obligations or other obligations you owe the Company at the time of a measure under the preceding paragraph remain in effect after that measure.
3. If there is no urgency, the Company will explain the reason for the measure or any action required to the extent reasonably possible.

Article 17 Exclusion of Anti-Social Forces

1. You represent that you are not an organised crime group, a member of one, a business affiliated with one or any other anti-social force of a similar kind, and that you have no socially objectionable relationship with any of them. You warrant that this will remain the case in the future.
2. You must not make violent demands or unreasonable demands beyond your legal responsibility, engage in threatening conduct, spread rumours, or use deception or force to damage someone’s reputation or obstruct business.
3. If you breach any of the preceding paragraphs, the Company may terminate the transaction and suspend your use of the Services without notice or demand.

Article 18 Damages and Chargebacks

1. If you breach these Terms and cause loss or damage to the Company or a third party, you are responsible for compensating for that loss or damage.
2. If you dispute a payment with a card company, PayPal or another payment provider, the Company will submit materials such as the order details, dispatch status, communications with you and applicable terms to the payment provider and respond under its procedures. The payment provider decides the outcome of the dispute or chargeback.
3. If you cancel a payment, dispute a payment or initiate a chargeback for personal reasons, even though your situation does not meet the cancellation conditions in these Terms, the Company may claim the following amounts:
   • A cancellation fee equal to 30% of the product price
   • Actual product-related costs, shipping charges, handling fees, warehouse receiving and dispatch fees, inspection fees, packing fees, payment fees and other actual costs that have already arisen from processing the order and cannot be recovered by a refund, return, resale or other means
   • Chargeback fees and other processing costs actually charged to the Company by a payment provider and not refunded
4. The amount equal to 30% in the preceding paragraph is applied to the average loss incurred on similar orders from order processing, integration with dispatch systems, placing orders and arranging to stop them, cancellation handling and other matters, separately from individual actual costs.
5. The same cost will not be counted both as a cancellation fee and as an actual cost. Any amount returned by a payment provider, logistics provider, business partner or other party, or recovered through resale of a product or other means, will be deducted from the amount claimed.
6. The amount claimed is limited to the loss actually incurred by the Company and to the extent permitted by law.
7. If a product has already been dispatched or delivered, the Company may claim the unpaid product price or return of the product, in addition to the costs in the preceding paragraphs.
8. This Article does not prevent you from disputing a payment with a payment provider on valid grounds, including a defective product, incorrect delivery or unauthorised use.

Article 19 Personal Information

The Company handles your personal information in accordance with its separately established Privacy Policy.

Article 20 Third-Party Services

1. The Services use services provided by Shopify, payment providers, delivery companies and other third parties.
2. The terms, privacy policies and other conditions of those providers may apply to your use of third-party services.
3. Some parts of the Services may become unavailable because of an outage, specification change, usage restriction or other circumstance that the Company cannot reasonably control.

Article 21 Changes, Suspension and Termination of the Services

1. The Company may change the functions, content or method of providing the Services.
2. The Company may temporarily suspend all or part of the Services if any of the following applies:
   • System maintenance, updates or emergency response are required
   • A communications failure, third-party service outage or unauthorised access occurs
   • There is a disaster, power outage, infectious disease, government measure or other force majeure event
   • Suspension is otherwise necessary for safety or continued operation
3. If the Company terminates the Services, it will give reasonable advance notice and provide information on the Services or by another appropriate method. This does not apply in an emergency or where circumstances make it unavoidable.
4. Unless stated otherwise, a change to or termination of the Services will not unfairly prejudice your rights under a sale contract already formed or in respect of valid store credit.

Article 22 Our Liability

1. If a problem with a product or the Services arises for which the Company is responsible, the Company will respond in accordance with these Terms, the Returns and Refunds Policy and applicable laws.
2. The Company is not liable for loss or damage suffered by you unless the Company has acted intentionally or negligently.
3. If the Consumer Contract Act or another law does not permit the limitation of liability in this Article, this Article does not apply to that extent.
4. If you suffer loss or damage because of the Company’s ordinary negligence, the Company’s liability is limited to ordinary and direct loss or damage and is capped at the amount you actually paid the Company for the order that caused the loss or damage. This limit does not apply if the Company acted intentionally or with gross negligence.
5. The Company is not liable, except where liability is required by law, for delays or interruptions caused by weather, disasters, customs clearance, traffic, delivery companies, business partners, communications providers, payment providers or other circumstances that the Company cannot reasonably control.

Article 23 Notices and Contact

1. The Company may notify you by posting on the Services, sending a message to your registered email address, displaying a notice in your customer account or using another method it considers appropriate.
2. You must keep your registered email address able to receive messages and check your domain filtering, spam folder and other settings.
3. Even if you cannot see a notice because your registered information or email settings are incorrect, a notice sent by the Company in the usual way to your correct registered address will be treated as having reached you at the time it would normally have arrived. This does not apply if the Company is responsible or where receipt of a notice is required by law, including for the formation of a sale contract.
4. You must submit cancellation, return and other requests to the Company through the enquiry chat specified on the Services or another method separately notified by the Company.

Article 24 No Assignment

Without the Company’s prior written consent, you may not assign, pledge as security, transfer by succession or otherwise transfer to a third party your status, rights or obligations under these Terms or a sale contract.

Article 25 Amendments to these Terms

1. The Company may amend these Terms in accordance with the Civil Code and other laws if either of the following applies:
   • The amendment is consistent with the general interests of Customers
   • The amendment is not contrary to the purpose of the contract and is reasonable in light of matters such as the need for the amendment and the appropriateness of its content after amendment
2. The Company will give notice of the amended content and effective date before it takes effect by posting on the Services or using another appropriate method.
3. The amended Terms apply from the effective date shown in the notice.
4. The conditions of a product sale are the conditions displayed when the order was placed, except where the law requires different treatment or an amendment is favourable to you.

Article 26 Severability

If any part of these Terms is found to be invalid or unenforceable under law, the remaining provisions, excluding that part, remain in effect.

Article 27 Governing Law and Jurisdiction

1. These Terms and contracts relating to the Services are governed by the laws of Japan.
2. If a dispute arises between the Company and you concerning the Services or these Terms, the Tokyo District Court or the Tokyo Summary Court will have exclusive jurisdiction by agreement as the court of first instance, to the extent permitted by law.

Contact us

For enquiries about these Terms, orders, cancellations, returns or other matters, contact us through the support chat at the bottom of the Services.