Refund policy

30-Day Returns

We want you to love your Hokuzo products. If something isn't right, you can request a return within 30 days of receiving your order.

To be eligible, the item must be unused, in the same condition you received it, and in its original packaging. Please include your order number with your request.

How to start a return

Email us at support@hokuzo.com with your order number and the reason for the return. We'll reply with return instructions and the return address. Items sent back without first contacting us cannot be accepted.

Damaged, defective or wrong items

Please check your order when it arrives. If an item is damaged, defective, or not what you ordered, contact us within 7 days of delivery with a photo of the item and packaging. We'll send a free replacement or issue a full refund. You won't need to return the item.

Non-returnable items

Gift cards and items marked as final sale cannot be returned. For hygiene reasons, items that have been used with food cannot be returned unless they are defective.

Refunds

Once your return is received and inspected, we'll email you to confirm whether the refund is approved. Approved refunds are issued to your original payment method within 5–10 business days. Your bank may need additional time to post the refund.

Return shipping

Unless the item is damaged, defective, or incorrect, return shipping costs are the customer's responsibility. Original shipping charges are non-refundable.

EU customers

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receipt without giving any reason, in addition to the rights above.

Questions

Contact us anytime at support@hokuzo.com.