Refund policy

1. Return Eligibility

Customers in Japan:

  • Returns are accepted if you contact us within 30 days of delivery.
  • Items must be unused, unopened, and in the same condition as received (with tags, in original packaging). Proof of purchase (e.g., order number) is required.
  • For returns due to customer preference, return shipping costs are the customer's responsibility, and the original shipping fee is non-refundable.
  • For defective, damaged, or incorrect items, we will cover the return shipping cost and provide a replacement or full refund.

International customers:

  • We are unable to accept returns, exchanges, or cancellations for international orders due to customer preference (e.g., change of mind).
  • If your item arrives defective, damaged, or incorrect, we will arrange a replacement or refund. Please contact us within 10 days of delivery with photos showing the condition.

2. How to Return

  1. Always contact us at mkt-team@thecore.inc BEFORE sending anything back (include your order number and reason).
  2. We will provide return instructions. Items sent back without prior authorization cannot be accepted.
  3. Return address: AREA35, inc., NTF Takebashi Bldg. 7F, 3-15 Kanda Nishiki-cho, Chiyoda-ku, Tokyo 101-0054, Japan
  4. Please use a trackable shipping method. We cannot take responsibility for packages lost in return transit.

3. Non-Returnable Items

  • Customized items (special orders, personalized items, etc.)
  • Gift cards
  • Sale items (except in the case of defects)

4. Customs, Duties & Taxes

  • Import duties, VAT/GST, and customs handling fees paid by international customers are not refundable by us. To seek reimbursement, please contact your local customs authority.

5. Refused or Undeliverable Packages

  • If a package is returned to us due to refusal of delivery, an incomplete address, or extended absence, round-trip shipping costs and handling fees will be deducted from any refund.

6. Refund Processing

  • Once we receive and inspect your return, we will notify you of the outcome.
  • If approved, a refund will be issued to your original payment method within 10 business days. Please note that your bank or card provider may require additional time to post the refund.
  • If more than 16 business days have passed since your return was approved, please contact us at mkt-team@thecore.inc.