At NENE’s store Japan (“our store”), we generally do not accept returns or refunds unless the product is defective. Please carefully review the product information, size, specifications, and other details before making a purchase.Please read our Return and Refund Policy below for further details.

1. Returns and Refunds

1.Defective Products

If the product has an initial defect or damage, please contact us within 3 months from the shipping date.
After confirming the issue, we will assist you with the return process and arrange either a replacement or a refund.
Examples of product defects include damage caused by an initial defect, stains, malfunction, or receiving an incorrect item.
Please note that damage caused by dropping the product, applying excessive force, stains from regular use, or malfunction caused during normal use are not covered by our warranty.

2. Returns and Refunds Due to Customer Preference

We take great care to ensure the quality of our products. However, if you are not satisfied with your purchase, we may accept returns and refunds under the conditions below.
Please note that return shipping fees must be covered by the customer and sent prepaid.

Return Period : Returns must be requested within 30 days from the shipping date.

Return Reason : Returns and refunds may be accepted regardless of the reason.
If you purchased a set that includes a brush and other products, please note that only the brush is eligible for a refund.

 

2. Return Process

1. If there is an issue with the product, please contact us by email at: hello@nenes-store-japan.com
2. Please include the following information: Order number , Reason for return , Photos of the product
3. After reviewing the situation, we will provide instructions on how to return the item and where to send it.
4. Once we receive the returned product and confirm its condition, we will either ship a replacement product or process the refund.

 

3. Refund Method

Refunds will be issued for the eligible product amount using the appropriate refund method.

For credit card payments, the refund will be processed through the credit card company.

For other payment methods, the refund may be issued by bank transfer to the account specified by the customer.

Please note that it may take 5 to 10 business days for the refund to be reflected, depending on the processing time of the bank or credit card company.

4. Return Shipping Fees

If the return is due to a defective product or an issue caused by our store, we will cover the return shipping fee.

For returns due to customer preference, such as ordering the wrong item or no longer needing the product, the customer is responsible for the return shipping fee.

 

Contact Us

For any questions regarding returns or refunds, please contact us at:

• NENE’s store Japan Customer Support
• Email: hello@nenes-store-japan.com
• Business Days: Monday to Friday, (excluding national holidays and　long holiday periods)
• Business Hours: 9:00 AM – 6:00 PM JST