Refund & Return Policy

Effective date: March 4, 2026

We want you to be confident in your purchase. This policy explains the two distinct ways a return can be made: (A) our 60-Day Satisfaction Guarantee, and (B) defective or damaged products. Different conditions apply to each. Please read carefully — by purchasing, you accept these conditions.

Important: All returns require prior authorization. We do not accept returns that are shipped back without an approved RMA (Return Merchandise Authorization) number. Any product sent to us without an RMA may be refused and returned to you at your expense, and will not be eligible for a refund.

A) 60-Day “Give It a Real Try” Guarantee

Our guarantee is a results-based guarantee: we ask you to genuinely use the product for a meaningful period, and if it does not work for you, you may request a refund within 60 days of the delivery date. Because this is a results guarantee — not a no-questions-asked return — refunds are subject to all of the following conditions, which you accept at the time of purchase:

  1. Contact window. You must email hiyorojapan@gmail.com to request your return within the 60-day period, counted from the date the carrier marked your order as delivered. Requests received after day 60 are not eligible.
  2. Proof of genuine use. Because the guarantee covers products that did not work for you after a real trial, you must submit, with your request, at least 5 photographs of you using the product, taken on 5 different days. The photos must reasonably demonstrate use across distinct days (for example, via timestamps, visibly different conditions, or other context). Requests without this evidence, or where the evidence does not show genuine use over multiple days, are not eligible under this guarantee.
  3. RMA required. You must receive a written RMA number from us before sending anything back. We will provide the return address together with the RMA.
  4. Return shipping paid by you. The customer is responsible for the cost of return shipping. Original shipping charges are non-refundable. We recommend a tracked and insured service — you bear the risk of loss until the item reaches us.
  5. Product must be returned and received. A refund is issued only after the product physically arrives at our facility and passes inspection. No refund is issued on the basis of a request alone.
  6. Completeness. The returned package must include the product and all accessories, components, free gifts, and inserts that came with it. Missing items will be deducted from the refund or may void the return.
  7. One claim per customer. This guarantee may be used once per customer or household.
  8. Inspection and processing. Once we receive your evidence and the returned product and confirm the conditions are met, we issue the refund to the original payment method within 5–10 business days. Your bank may take additional time to post it.

If all conditions above are met, we honor the refund. This is a genuine guarantee — the conditions exist to confirm the product was actually given a fair trial, not to deny eligible refunds.

B) Defective or Damaged Products

If your product arrives defective, damaged, or stops working as intended, we will make it right. The following conditions apply:

  1. Report promptly. For items that arrive damaged or do not work on arrival, you must contact hiyorojapan@gmail.com within 48 hours of delivery. For defects that appear during normal use, contact us within the 60-day window from delivery.
  2. Evidence required. You must provide clear photographs and/or a video that demonstrate the defect or damage, along with your order number. This is required to process the claim and to file any necessary carrier claim. We may request additional detail to verify the fault.
  3. Authorization and return. We will issue an RMA. The product must be returned to us so we can confirm the fault. Return shipping for a verified defective item is arranged as instructed by our support team.
  4. Resolution. Once we receive and confirm the defect, we will, at our discretion, replace the product or issue a refund to the original payment method within 5–10 business days.

What is NOT eligible for return or refund

  • Products damaged by misuse, accident, unauthorized modification, or normal wear and tear.
  • Products returned without a valid RMA number.
  • Products returned after the applicable window has closed.
  • Returns missing components, accessories, or original packaging where required.
  • Gift cards, final-sale items, and any item marked non-returnable on its product page.

Order cancellations

Orders can only be cancelled before they enter fulfillment. Once an order has been processed for shipping, it cannot be cancelled and must follow the return process above.

Refunds

Approved refunds are returned to the original payment method only. We do not refund original shipping costs. Processing time on our side is 5–10 business days after inspection; posting time depends on your bank or card issuer.

Contact for all returns

hiyorojapan@gmail.com — please include your order number in the subject line.