Refund Policy

Thank you for shopping with TSURUOKAYA. Please review this policy before placing your order.

Order Cancellations

Please check your order carefully before completing payment.

Orders cannot be cancelled after they have been confirmed. Please review all product details, quantities, shipping information, and total costs carefully before completing payment.

Customer Convenience Returns

Due to the nature of trading cards, sealed products, bulk lots, and collectible items, we do not accept returns, exchanges, or refunds for customer convenience.

This includes, but is not limited to, changes of mind, accidental orders, differences in personal expectations, market price changes, or customs/import cost concerns after purchase.

Condition and Product Images

For trading cards and collectible products, condition may vary by item. Please review the product title, description, photos, and condition information before purchase.

Bulk card products may include mixed cards and varying conditions unless otherwise stated on the product page.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us within 2 days of delivery.

Please include your order number, photos of the package, photos of the product, and a clear explanation of the issue.

If we confirm that the issue was caused by our error, we will offer an appropriate solution such as replacement, partial refund, or refund, depending on the situation and product availability.

Returns Without Approval

Please contact us before sending any item back.

Items returned without prior approval may not be accepted or refunded.

Customs, Import Duties, and Refused Delivery

Import duties, taxes, VAT, customs fees, brokerage fees, or other import-related charges are the responsibility of the buyer.

Orders will not be refunded if the buyer does not pay customs duties, refuses delivery, or fails to receive the package due to customs-related reasons.

European Consumer Withdrawal Rights

Notwithstanding the general cancellation and return rules above, customers in the European Union, European Economic Area, the United Kingdom, and any other jurisdiction with mandatory withdrawal rights may exercise those statutory rights.

You may notify us that you are withdrawing from an online purchase within 14 days after receiving the goods, without giving a reason. After notifying us, you must send the goods to our designated return address in Japan within 14 days.

For a change-of-mind return, the customer is responsible for the direct cost of tracked return shipping, packaging, customs documentation, and related return charges. We do not provide prepaid return labels. If an item is defective, damaged, incorrect, or not as described, we will bear the reasonable return shipping cost as required by applicable law.

We will refund the product price and the cost of the least expensive standard outbound delivery offered for the order. Any supplementary delivery cost resulting from a more expensive delivery option chosen by the customer is not refundable where permitted by law. We may withhold the refund until we receive the returned goods or proof that they have been sent back, whichever occurs first.

You may inspect the goods only as you would in a physical shop. We may deduct an amount reflecting any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics, and condition of the goods.

Please contact us before returning anything. Return address: TSURUOKAYA Sendai Station Store, Shin-Sendai Ekimae Building 2F, 3-8-5 Chuo, Aoba-ku, Sendai, Miyagi 980-0021, Japan.

Model Withdrawal Form

To: TSURUOKAYA, info@tsuruokaya.online

I hereby give notice that I withdraw from my contract of sale for the following goods:

Order number:
Goods ordered:
Order date:
Date received:
Customer name:
Customer address:
Customer signature (only if submitted on paper):
Date:

Nothing in this policy limits any mandatory consumer rights or legal guarantees that apply to you.

Contact

For refund or order issue inquiries, please contact us at info@tsuruokaya.online.