Return & Refund Policy

Thank you for shopping at Futon Tokyo.

Due to the hygienic nature of bedding products, we do not accept returns or exchanges for reasons related to personal preference, comfort concerns, change of mind, or other customer-related reasons.

For hygiene and safety reasons, bedding products are considered non-returnable once their original packaging has been opened, regardless of whether the item has been used.

Return Authorization Required

All return requests must be approved by Futon Tokyo before any item is shipped back.

Returns sent without prior authorization may be refused and are not eligible for a refund.

Limited Return Eligibility

In limited circumstances, we may be able to accept a return only if ALL of the following conditions are met:

1. The return request must be made within 7 calendar days of delivery. The delivery date will be determined based on the tracking information provided by Japan Post or the shipping carrier. The 7-day period begins on the delivery date, not the date the package is opened.
2. The item must remain completely unopened and unused. Returns cannot be accepted if the package has been opened for inspection, size confirmation, photography, or any other reason.
3. The item must be returned in its original packaging and with all original packing materials.
4. The customer is responsible for all costs associated with the return, including:
   1. The original outbound shipping cost
   2. Return shipping costs
   3. Any customs duties, taxes, brokerage fees, or other charges incurred during the return process
5. After shipping the return, the customer must promptly provide Futon Tokyo with the tracking number and carrier information.
6. All returns must be shipped to our facility in Japan unless otherwise instructed by Futon Tokyo.
   International return shipping can be expensive. We strongly recommend reviewing all product dimensions and specifications carefully before placing an order.

Refused Deliveries

Orders refused at delivery, unclaimed shipments, or packages returned due to unpaid customs duties, taxes, or other import-related charges will be treated as returns.

Any refund issued for such returns will be subject to all applicable return conditions and deductions, including but not limited to:

• Original outbound shipping costs
• Return shipping costs
• Customs duties, taxes, brokerage fees, and other charges incurred during the return process
• Any costs charged by the carrier for returning the shipment

In some cases, the total return-related costs may equal or exceed the value of the product, and therefore no refund may be available.

Non-Returnable Items

The following items are not eligible for return or refund:

• Custom-made items
• Made-to-order items
• Opened bedding products
• Used products
• Items returned without prior authorization
• Products returned without original packaging
• Products damaged due to misuse, improper handling, modification, or normal wear and tear

Refunds

Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, the refund will be issued to your original payment method. Processing times may vary depending on your payment provider.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 calendar days of delivery.

Please include:

• Your order number
• A description of the issue
• Clear photographs of the item
• Photographs of the packaging and shipping label

We will review the information and work with you to resolve the issue as quickly as possible.

Contact Us

If you have any questions regarding returns or refunds, please contact us before placing an order or returning any item.