Refund Policy

Order Cancellations

Orders for regular products may be canceled before shipping preparations begin.

If you wish to cancel your order, please contact us as soon as possible. We may not be able to accept cancellation requests once shipping preparations have begun.

Custom-made, personalized, or engraved products generally cannot be canceled once the order has been confirmed.

Returns and Exchanges

Please contact us within 14 days of receiving your order if you wish to request a return or exchange.

Returns or exchanges for reasons unrelated to product defects or other nonconformities cannot be accepted in the following cases:

• Products that have been used

• Products for which a return request is made more than 14 days after delivery

• Products that have been damaged, scratched, or stained after delivery

• Custom-made, personalized, engraved, or otherwise specially produced or modified products

• Products explicitly marked as non-returnable on their product pages

These restrictions do not limit your statutory rights regarding defective, damaged, incorrectly delivered, or otherwise nonconforming products.

Defective, Damaged, or Incorrect Items

If your order arrives damaged, defective, incorrect, or otherwise does not conform to the contract, please contact us.

After reviewing the circumstances, we will provide an appropriate remedy, such as a replacement, repair, or refund.

For returns or exchanges resulting from circumstances attributable to KOTOPOTTER, we will cover the necessary return shipping and replacement shipping costs.

Please also refer to our Terms of Service and the relevant product descriptions for information about the natural variations found in handmade ceramics.

Return Shipping Costs

KOTOPOTTER covers return shipping costs, including returns requested for reasons unrelated to product defects.

Please contact us before returning any products. We will provide instructions and specify the return shipping method.

If a product is returned without prior notice or using a shipping method other than the one specified by us, we may be unable to cover additional shipping costs.

Refunds

Once we have received and inspected the returned product, we will generally process your refund within 7 days of receiving the return, using the original payment method.

Domestic Orders (Japan)

For eligible returns, we will generally refund the full product price, including returns requested for reasons unrelated to product defects. Return shipping costs will be covered by KOTOPOTTER.

International Orders

For returns requested for reasons unrelated to product defects or other nonconformities, the actual original outbound shipping cost incurred by KOTOPOTTER will be deducted from the refund amount.

This also applies to orders that originally qualified for free shipping.

The deduction will be based on the actual shipping cost incurred for the order. We can provide details of the amount upon request.

For returns resulting from defective, damaged, incorrectly delivered, or otherwise nonconforming products attributable to KOTOPOTTER, we will provide an appropriate refund, including applicable shipping costs, in accordance with the law and the circumstances.

Please note that it may take additional time for the refund to appear in your account or card statement, depending on your payment provider.

Contact Information

KOTOPOTTER

Email: kotopotter@kotopotter.jp