Refund policy

Returns and Exchanges
If a product arrives damaged or if you receive the wrong item, we accept returns and exchanges within one week of delivery. We take great care in inspecting every item before shipment, but please check your order upon arrival.

For return or exchange requests, or if you have any questions, please contact us at kogane@koganekeori.co.jp.

Damages and Issues
Please inspect your order upon receipt. If you find any defects, damage, or if you received the wrong item, contact us immediately so we can assess the issue and make it right.

14-Day Right of Withdrawal for the European Union
If your order is shipped to a destination within the European Union, you have the right to cancel or return your order within 14 days — for any reason, without justification — starting from the date you receive the last item in your order (including weekends and public holidays).

To initiate a return or cancellation, please submit a request within 14 days through your customer account at https://account.koganewoolenmill.com. Once your request is submitted, please return the item(s) within 14 days.

Upon receipt of the returned item(s), we will refund the full product price plus standard outbound shipping costs to your original payment method within 14 days. Return shipping costs are the responsibility of the customer.

Please note that items must be returned in the same condition as received — unused and in their original packaging. Proof of purchase is required.

Refunds
Once we receive and inspect your return, we will notify you of the outcome. If approved, your refund will be processed automatically to your original payment method within 10 business days. Please allow additional time for your bank or credit card provider to process the payment.

If more than 16 business days have passed since your return was approved, please contact us at kogane@koganekeori.co.jp.