Refund policy
Refund Policy
Thank you for shopping with POMU LAB.
This Refund Policy explains the conditions for returns, exchanges, refunds, and cancellations for products purchased from our store.
1. Order Changes and Cancellations
If you wish to change or cancel your order, please contact us as soon as possible.
Whether we can accept changes or cancellations depends on the shipping preparation status or shipping status of the product.
If the order has already been prepared for shipment or shipped, we may not be able to accept changes or cancellations.
2. Return and Exchange Period
If you wish to request a return or exchange, please contact us within 7 days after receiving the product.
In principle, we cannot accept returns, exchanges, or refunds if more than 7 days have passed since the product was delivered.
3. Returns and Exchanges Due to Customer Reasons
Due to the nature of our products, including squishy products, returns and exchanges due to customer reasons are generally not accepted.
Examples of customer reasons include, but are not limited to:
- The product is different from what the customer imagined
- The color, texture, size, or appearance is different from the customer’s expectation
- The customer ordered the wrong item
- The customer no longer needs the product
- Minor individual differences that do not affect normal use
If we approve a return or exchange as an exception, return shipping fees shall be borne by the customer.
For exchanges, customers may be charged up to JPY 2,000 as a reshipping fee.
For exchange items shipped to Okinawa, customers may be charged up to JPY 3,100 as a reshipping fee.
4. Damaged, Defective, or Incorrect Items
If the product you received has significant damage, a defect, or if you received an item that is different from your order, please contact us within 7 days after receiving the product.
When contacting us, please provide the following information:
- Order number
- Customer name
- Photos or videos showing the damaged, defective, or incorrect item
- A clear description of the issue
After reviewing the situation, we will provide an appropriate response, such as an exchange, refund, or other reasonable support.
Please note that we may not be able to provide support in the following cases:
- More than 7 days have passed since delivery
- The product has already been used
- The product has been damaged, altered, washed, or processed by the customer
- The product condition cannot be confirmed through photos, videos, or other reasonable evidence
- The product is returned without prior contact or approval
5. Characteristics of Handmade Products
Our squishy products are handmade one by one by skilled craftspeople.
Due to the nature of handmade production, the following characteristics may be present:
- Tiny air bubbles
- Slight color unevenness
- Parting lines or mold seam lines
- Slight differences in shape between individual products
- Slight differences in softness, elasticity, or texture
- Minor differences in painting or finishing
These characteristics are unique features of handmade products and are not considered defects as long as they do not interfere with normal use.
We do not accept returns, exchanges, or refunds for minor individual differences or small imperfections that do not affect normal use.
6. Refund Method
If a refund is approved, the refund will generally be processed through the original payment method used at the time of purchase.
The time required for the refund to appear may vary depending on the payment service provider, card issuer, or financial institution.
7. Return Shipping and Reshipping Fees
Return shipping fees shall be borne by the customer, unless the return is due to significant damage, a defect, or an incorrect item caused by us.
For exchanges, customers may be charged up to JPY 2,000 as a reshipping fee.
For exchange items shipped to Okinawa, customers may be charged up to JPY 3,100 as a reshipping fee.