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Returns and Exchanges

Thank you for shopping at the REFRAF Official Online Store.
Please read the following returns and exchanges policy before placing your order.

1. Returns, Exchanges, and Cancellations for Personal Reasons

Once an order has been confirmed, we generally do not accept returns, exchanges, changes to order details, or cancellations for personal reasons.

Personal reasons include the following:

・The size does not fit, or you wish to change the size or color.
・You ordered the wrong product or quantity.
・The product differs from your expectations or preferences, or you no longer need it.
・You wish to switch to another product after purchase.

Please carefully review the product description, size, color, material, price, shipping conditions, and other relevant details before placing your order.

This restriction does not apply if the product arrives defective, the item delivered differs from your order, or another remedy is required by applicable law.

2. Checking Your Order upon Delivery

Please open your package promptly upon delivery and check the condition, size, color, and quantity of the products, whether they match your order, and whether all accessories are included.

Keep all product tags attached and retain all accessories, boxes, packaging materials, delivery notes, and other enclosed items until you have completed your inspection.

If you discover a problem, do not use, wash, or repair the product. Please contact us by following the procedure below.

3. Defects Present upon Delivery and Incorrect Deliveries

A defect present upon delivery means damage, staining, missing components, malfunction, or another condition existing when the product is delivered that does not conform to the product description, specifications, or reasonably expected quality.

Examples include tears or holes in the fabric, significant staining that is not part of the product’s intended specifications, missing or broken components, and malfunctioning zippers or buttons.

If you receive the wrong product, size, or color, or if items are missing from your order, we will investigate and address the issue.

4. Matters Generally Not Considered Defects

The following arise from product specifications, material characteristics, manufacturing processes, or viewing conditions and are generally not considered defects when they fall within an acceptable range in light of normal product quality and the product description.

・Minor scuffs, small scratches, wrinkles, variations in color, thread ends, adhesive marks, and similar features resulting from the materials or manufacturing process.
・Individual variations in texture, grain, color, and similar characteristics of materials such as natural leather and rubber.
・Intentional scratches, distressing, staining, or fading resulting from distressed, vintage, washed, or similar finishes.
・Slight differences from stated measurements due to the characteristics of knitwear or stretch fabrics, or differences in measuring methods (approximately 2–3 cm as a guideline).
・Minor color differences between images and the actual product due to screen settings, lighting, or photography conditions.
・Minor scratches, dents, or marks on shoe boxes or packaging that do not affect the product itself.

However, we will review each case individually if the extent exceeds what is normally acceptable, clearly differs from the product description, or significantly affects the product’s use, appearance, or value.

5. Return and Exchange Procedure

(1) Contact us by email within 3 days of receiving your order.

Please inspect your products promptly upon delivery. If you find a defect or receive an incorrect item, contact info@refraf.com within 3 days of receiving your order and provide the following information:

・Order number.
・Name of the person who placed the order.
・Name of the product concerned.
・Date of delivery.
・A detailed description of the defect or delivery error.
・Photographs showing the entire product and the affected area.
・Photographs of the product tags, packaging condition, and shipping label, where necessary.

If photographs alone are insufficient to assess the issue, we may request additional photographs or videos, or ask you to return the product for physical inspection.

(2) We will provide return instructions.

After reviewing your inquiry, we will provide the return address, shipping instructions, information about shipping costs, and any other necessary details.

Please follow our instructions when returning the product. Products returned before we provide instructions, or sent to an address other than the designated return address, may not be accepted.

(3) Return the product so that it arrives at our designated return address within 7 days of your receipt of the order.

Please use a trackable shipping method and ensure that the returned product arrives at our designated return address within 7 days of the date you received it. After dispatch, please provide the carrier’s name and tracking number.

This is the deadline for arrival at our designated return address, not the deadline for dispatch. We cannot accept returns, refunds, or exchanges for products arriving after this deadline, even if they are unused or unopened. This also applies to delays caused by shipping circumstances.

However, if a delay in our providing return instructions makes arrival within the deadline impracticable, we will provide a separate return deadline.

(4) We will inspect the returned product.

Once the returned product arrives, we will compare its condition with the information you provided, the product description, and the product specifications to determine whether it qualifies as defective upon delivery or incorrectly delivered.

Accepting a return or exchange request, or receiving a returned product, does not in itself constitute recognition of a defect or approval of a return or exchange.

The notification deadlines, return deadlines, and acceptance conditions in this section do not restrict your rights under applicable law. Where a remedy is required by law, we will comply with those requirements.

6. Assessment and Determination of Defects

We will determine whether a product qualifies as defective upon delivery by examining the actual product, photographs, and other relevant materials, taking into account the product description, specifications, and objective condition of the product. Where necessary, we will also consult the manufacturer or brand.

If the issue is determined to be a product specification, a material characteristic, a normally acceptable individual variation, or damage caused by your use, storage, or handling, we cannot accept a return or exchange on the grounds of a defect present upon delivery.

We will inform you of our assessment, the reasons for it, and the proposed resolution. Please contact us if you have additional information or questions regarding the assessment.

7. Resolution for Confirmed Defects or Incorrect Deliveries

If a product is confirmed to have been defective upon delivery or incorrectly delivered, our standard remedy is replacement with a product in proper condition matching the product, size, and color originally ordered.

We will accept a return and issue a refund for the affected product only if replacement stock is unavailable. However, where another remedy is required by applicable law, we will comply with those requirements.

・We will cover all necessary return shipping costs and shipping costs for the replacement product.
・We will not deduct payment processing fees from refunds arising from matters for which we are responsible.
・Refunds will generally be issued through the original payment method.
・Refund processing will begin after we have inspected the returned product.
・The time required for the refund to appear in your account depends on the payment provider or card issuer.

8. If the Product Is Determined Not to Be Defective upon Delivery

If our inspection determines that the issue falls within the product specifications or acceptable individual variations, or results from your use, storage, or handling, we may decline the return or exchange.

In such cases, we will explain the reasons for our assessment and how the product will be shipped back to you.

Before you return the product for inspection, we will explain how shipping costs will be handled if the product is determined not to have been defective upon delivery. You may be required to cover the actual shipping costs in both directions, within the scope explained to you and agreed upon in advance.

9. Product Condition for Returns and Exchanges

As a general rule, products returned for a return or exchange should meet the following conditions:

・The product has not been used beyond what is necessary to inspect its condition.
・Product tags, accessories, enclosed items, boxes, delivery notes, and other accompanying materials have been retained.
・The product has been kept as close as possible to its condition upon delivery.
・The product and its box are appropriately packaged to prevent damage during transit.

Please try on shoes indoors in a clean environment and take care to avoid dirt or scuffing on the soles or excessive creasing. When returning shoes, do not attach shipping labels directly to the shoe box. Protect it with separate outer packaging.

We may decline returns or exchanges in the following circumstances:

・The product has become stained or damaged through your use, storage, or handling.
・You have altered, repaired, washed, or cleaned the product, changing its condition.
・The loss or disposal of product tags, accessories, boxes, or other items interferes with inspection or the return of the product.

However, we will review circumstances individually where opening the packaging or trying on the product was necessary to identify the issue, where the issue became apparent only after use, or where packaging damage was already present upon delivery.

10. Costs for Exceptionally Approved Cancellations or Changes

If we exceptionally approve a change, cancellation, or similar request for personal reasons, you may be responsible for payment processing fees that have actually been incurred and are not refunded to us, shipping costs for products already dispatched, and similar expenses, to the extent permitted by applicable law and the payment service’s terms.

Where such costs arise, we will inform you of the itemized costs and amounts before processing the request and deduct them from your refund in accordance with the terms applicable at the time of your order. The same applies where a new payment is required.

You will not be charged these costs for changes or cancellations arising from matters for which we are responsible.

11. Customs Duties, Import Taxes, and Other International Shipping Charges

Depending on the destination country or region, customs duties, import taxes, customs clearance fees, and other charges may apply in addition to the product price and shipping costs.

Unless the product page or checkout process expressly states that these charges are included, any charges incurred upon importation are the recipient’s responsibility.

Whether taxes or duties apply, and their amounts, are determined by the customs authorities and other relevant agencies at the destination. Please check the destination’s import requirements before placing your order.

Please submit any information or documents required for customs clearance and pay any applicable taxes or charges within the deadlines specified by customs or the carrier.

12. Refused Deliveries, Extended Absence, and Incomplete Customs Clearance

Products may be returned to us due to refusal of delivery, extended absence, an incorrectly entered address, refusal to pay customs duties or other charges, failure to complete required customs procedures, or similar circumstances attributable to the customer.

Refusing delivery or failing to receive a product does not, by itself, constitute cancellation of your order. Please contact us.

If a return or other related event occurs for reasons for which you are responsible, you may be required to cover reasonable, actually incurred, and unrecoverable costs from the following categories, to the extent permitted by applicable law:

・Original shipping costs.
・Return shipping costs.
・Customs duties, import taxes, and customs clearance-related charges.
・Storage and handling fees charged by the carrier.
・Shipping costs for redelivery at your request.

Even if your order qualified for free shipping, the actual original shipping costs paid by us may be included in the settlement. Shipping costs or other charges you have already paid will not be charged twice.

If a refund is issued, we will first confirm the status of the returned product and the final costs, provide an itemized breakdown, and deduct the applicable costs from the refund to the extent permitted by law.

You will not be responsible for costs arising from our errors, such as incorrect delivery or incomplete documentation.

13. Application and Changes to This Policy

This policy does not restrict any rights granted to you under applicable law. If any provision of this policy conflicts with mandatory provisions of applicable law, those legal provisions will prevail.

If we change this policy, we will announce the changes and their effective date on this website. As a general rule, the policy displayed at the time an order is placed will apply to that order.

This policy has been in effect since February 25, 2025. Revised provisions will apply to orders placed on or after the effective date announced on this website.

Contact Us

REFRAF Official Online Store
Customer Service Desk
TEL: 050-6873-2691
E-mail: info@refraf.com

Please submit return and exchange requests by email so that we can accurately review and document the details.