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Refund policy

Returns, Exchanges and Store Credit Policy

Updated: 12/29/2025

Returns for Store Credit Only

At Santokunyc, every order truly matters to us. Most of our items come to you from across borders, carefully selected in Japan. While we deliver each piece with confidence, we understand there may be times when a purchase does not quite meet your expectations.

For that reason, we do not issue refunds. Instead, we are happy to offer store credit for returns that meet our conditions. Store credit allows you to choose another item you’ll truly love, and it is valid for up to one year from the date of issue.

We kindly ask for your understanding, as this policy helps us continue to introduce and share thoughtfully selected products while keeping our business sustainable.

Returns

You may return an item within 30 days of receiving your order for store credit, provided the item is unused, in its original packaging, and in resalable condition.

Please note that socks, face masks, and underwear are non-returnable and non-exchangeable due to hygiene reasons, even if they are unused or unworn.

All returned items will be inspected upon receipt. If the item is confirmed to be unused and in resaleable condition, store credit will be issued.
If the item appears to have been used or is not in resaleable condition, we may need to return the item to you. In such cases, return shipping will be at the customer’s expense, and store credit will not be issued.

Please note that attaching the shipping label directly onto the original product packaging (instead of the outer shipping box) makes the item unsellable, and store credit cannot be issued.

To begin a return, please start your request here:
https://santokunyc.com/a/returns

Once approved, we’ll send you return instructions by email.

Store Credit

Once your returned item is received and inspected, we will notify you by email.

If approved, store credit will be issued for the product price only, excluding the original shipping charge, any applicable taxes, and any return shipping costs.

Store credit can be applied toward the product price. Please note that shipping charges and taxes are not included and will be calculated at checkout.

For your convenience, we can provide a prepaid return shipping label, with the cost of the label deducted from your store credit. Alternatively, you may return the item using your own trackable and insured shipping method.

Please note that we are not responsible for lost or damaged return shipments, so we strongly recommend using a method that includes insurance.

Exchanges

If you would like a different size, color, or style, please return the original item for store credit and place a new order.
If you need assistance with availability or placing a new order, feel free to contact us.
For items that arrive damaged or defective, please refer to the section below.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us at info@santokunyc.com within 14 days of delivery.
We are unable to accommodate claims made after this 15-day period.

For Damaged Items
Please include the following photos when you contact us:

  • Entire product

  • Visible damage

  • SKU label

  • Original outer shipping box (including the shipping label and packing material)

After reviewing the photos, we’ll provide a replacement or store credit, and we’ll cover return shipping if required.

For Defective Items
If you believe an item is defective, please email us with clear photos. After our initial review, we may ask you to return the product for inspection.

If a manufacturing defect is confirmed by our team and the manufacturer, we will issue store credit or send a replacement at no additional cost.
Please keep the product and packaging, as they may be required for carrier claim processing.

Final Sale Items

Items marked as β€œSale,” β€œClearance,” or β€œSample Sale” are final sale and cannot be returned or exchanged, except in cases of damage or defect.

Face masks and other personal-use hygiene items are non-returnable due to health regulations.

Lost, Stolen, or Damaged Packages

Your package may be covered by carrier insurance (UPS/USPS), typically up to $100; however:

  • Claims must be filed directly with the carrier

  • Compensation is not guaranteed and may take time

  • We are not responsible for packages marked as β€œDelivered” by the carrier but not received

We recommend checking with household members or building staff, and reviewing security footage if available.