Return Policy
Return policy
Every piece was hand-picked in Tokyo. If something didn't turn out the way you expected, we want to make it right with you, with the same care we put into packing your order.
How it works
Write to us
Within 7 business days of receiving your order, tell us what happened. For orders shipped from Japan, email supply@karitojapan.com.
Send us a photo
If the product arrived with a defect, a photo helps us resolve it faster without asking you for extra steps.
We confirm the solution
We'll offer an exchange for another product of the same value.
We arrange the shipment
We'll tell you how and where to send the product or, if the case allows, how to proceed without sending it back.
Timelines and conditions
- ✓Timeframe: you have 7 business days from the delivery date to request a return or exchange.
- ✓Product condition: unused, with its original seal intact and in Karito's original packaging.
- ✓Manufacturing defect: if the product arrived damaged or defective, Karito Japan covers the return shipping cost.
- ×Change of mind: return shipping is paid by the customer.
- ×Cash refunds: we don't offer cash refunds at this time. The available solution is a product exchange.
International returns
If your order shipped from Tokyo — that is, if you bought from Japan, the United States, Canada, Mexico or Chile — returns have their own rules, because the package has to go back through customs.
Where it goes back to: our address in Kunitachi, Tokyo. Never to Venezuela. We'll send you the exact address once we confirm your case: please don't ship anything before we give it to you, because a package that arrives unannounced can get held.
Who pays for what:
- ✓Manufacturing defect or our mistake: we cover the return cost and replace the product at no additional shipping cost.
- ×Change of mind: international return shipping and any re-import duties in Japan are paid by the customer.
- ×Duties you already paid in your country: we can't refund them, because we don't collect them — your customs office does. If your country allows you to recover them for a return, the importer — that is, you — handles the process, and we'll give you all the documentation you need.
What's covered and what's not
| Eligible for return or exchange | Not eligible |
|---|---|
| Product with a manufacturing defect (ink that won't write, damaged mechanism, etc.) | Used products or products with a broken packaging seal |
| Product different from what you ordered (order error) | Washi tape, stickers or opened products without a verified defect |
| Visible damage caused during shipping | Requests made more than 7 business days after delivery |
| Incomplete product within a kit | Kits already assembled or given to someone else without the original packaging |
About our themed kits
If you received one of our kits (Hajimete, Washi Collector, Sumi, Seiri, Kirie, Shokunin or Discovery Mini) and only one piece arrived defective, there's no need to return the whole kit. Tell us which piece it was and we'll resolve it individually.
Need help with your order?
Write to us with your order number, through the channel that matches your order.
ventas@ · Venezuela supply@ · International