Returns & Refunds Policy

KURAKURA is committed to the quality of every piece we carry.

This policy is drafted primarily for Australia and complies with the Australian Consumer Law (ACL). We extend the same level of integrity and care to our customers purchasing from other countries.

For Australian Customers

Under the Australian Consumer Law (ACL), you are guaranteed certain rights. You are entitled to a replacement or full refund for a major failure. You are entitled to have the goods repaired or replaced if the failure is minor. These rights cannot be excluded under any circumstances.

Change of Mind

As each piece is handcrafted individually in Kyoto and shipped directly to you, we are unable to accept returns for a change of mind.

We encourage you to carefully review all product descriptions, dimensions, and imagery before purchasing. If you have any questions, please contact us prior to placing your order.

Damaged or Faulty Items

If your order arrives damaged or with a manufacturing defect, please contact us within 7 days of delivery at hello@kyoto-kurakura.com. Please include the following in your email:

• Your order number
• A description of the damage or defect
• Photographs of the affected area, including the outer packaging

Upon review, if a major defect is confirmed, we will offer your choice of a full refund or replacement. There is no need to ship the item back. We will process your request based on photographic confirmation.

Incorrect Items

In the unlikely event that you receive an item different from what you ordered, please contact us within 7 days of delivery.

We will arrange for the correct item to be sent and cover all return shipping costs.

Refund Process

Approved refunds will be processed to your original payment method:

• Credit Card: 7–10 business days from approval
• PayPal: 3–5 business days from approval

You will receive an email notification once the refund has been issued.

For International Customers

We provide the same standard of care to our customers in the US, UK, EU, and all other countries. For items that arrive damaged or with manufacturing defects, we will issue a refund or replacement based on photographic confirmation, regardless of your location. There is no need to ship the item back.

If you have any questions, please feel free to reach out to hello@kyoto-kurakura.com.

Contact

For all returns and refund enquiries, please contact hello@kyoto-kurakura.com. We aim to respond within 2 business days (JST).