Refund policy

Return & Exchange Procedure (DOTO STORE Exclusive)


1. Application Timeframe & Process

  1. If you discover a defect or receive an incorrect item, please contact customer service at info@doto-store.jpwithin 5 business days of receiving the product. In your email, include:

    • Order number and purchase date

    • Product name, model, and color

    • Photos of the defect or issue, along with a brief description

  2. Once customer service confirms the issue and determines you meet the return/exchange criteria, we will provide you with a “Return/Exchange Authorization Number” and the address for returning the item.

  3. You must ship the item back to our designated warehouse via a trackable method (registered mail, courier with tracking, etc.) within 7 calendar days after receiving our response. All shipping costs for the return are the customer’s responsibility. Be sure to include the Return/Exchange Authorization Number with the package.

  

2. Exchange Policy

  1. Exchanges are only permitted for the same model and same color within the original order. If you wish to change to a different model or a different color, it will be treated as a return, not an exchange.

  2. The item must be returned in brand-new, unused condition and include all of the following:

     

    • Original product and all manufacturer packaging

    • Tags, instruction manuals, warranty card (if applicable), dust bag, and any other original accessories

    • Any gifts or freebies received with the original order (if applicable)

     

  3. Exchange Process:

    • After we receive and verify that the returned item is in proper condition, we will ship the correct replacement item within 7 business days.

    • If the requested item is out of stock or discontinued, we will contact you to discuss alternative options (such as a refund or exchange for an item of equal value).

     

3. Return Policy

  1. Returns are only permitted for the same model and same color within the original order. Returned items must match the original specifications exactly.

  2. The item must be returned in brand-new, unused condition and include all of the following:

     

    • Original product and all manufacturer packaging

    • Tags, instruction manuals, warranty card (if applicable), dust bag, and any other original accessories

    • Any gifts or freebies received with the original order (if applicable)

     

  3. Return Process:

     

    • After we receive and verify that the returned item meets the return criteria, we will process a refund within 7 business days.

    • Refunds cover only the product price. Shipping fees and bank transaction fees are the customer’s responsibility.

    • Refunds will be issued using the original payment method. For credit card purchases, the refund timing depends on your card issuer’s processing and may take approximately 7–14 business days.

     

4. Non-Returnable / Non-Exchangeable Conditions

We cannot accept returns or exchanges in the following situations:

  1. No defect with the product itself, including but not limited to:

    • Customer’s personal preference (e.g., color/pattern differs from expectation, size doesn’t fit)

    • Change of mind or cancellation after purchase

     

  2. Improper use or human-caused damage, for example:

    • Exposure to extreme humidity, chemicals, paint, solvents, gasoline, cooking oil, or other corrosive substances

    • Excessive heat, unauthorized modifications, disassembly, repainting, applying stickers, or graffiti

    • Damage from heavy impact (e.g., cracks, splits, deformations, scratches on glass or metal components)

     

  3. Normal characteristics of natural wood, for example:

    • Slight differences in wood grain or color compared to photos

    • Natural shrinkage, small cracks, slight warping, minor knots

     

  4. Damage caused by improper cleaning or maintenance.

  5. Exceeding the application timeframe (more than 5 business days after delivery) or returning items without a valid “Return/Exchange Authorization Number.”

  6. Missing, used, or damaged accessories, packaging, tags, or warranty cards.

 

5. Other Notes

  1. To protect both parties, please keep the product and all packaging intact. Do not cut, tear, or damage any tags or packaging.

  2. During the return/exchange process, please be patient while we verify and process your request. During peak seasons or under special circumstances, processing time may be extended. We will do our best to complete the procedure within 7 business days.

  3. If any details of this policy are not covered herein, DOTO STORE reserves the right to make the final interpretation, amend or refuse any return/exchange request without prior notice. Policy updates will be announced on our official website; please refer to the latest version.

 

※ Thank you for choosing DOTO STORE. We are committed to providing you with high-quality service. If you have any questions, please feel free to contact customer service at info@doto-store.jp.