Refund policy
Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging.
To start a return, please contact us at info@metreat-tokyo.com.
If your return is accepted, we will provide instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted.
Please note that orders cannot be canceled or refunded once shipment preparation has begun.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
For defective or incorrect items, we will offer a replacement or refund, and return shipping costs will be covered by us.
Due to the nature of the products, we can only accept claims for defects if you contact us within 7 days of receiving your item.
Requests made after 8 days from delivery cannot be accepted.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom products (special orders or personalized items) and gift cards.
Please note that because our products contain natural ingredients, natural sediment or separation may occur.
This does not indicate a defect and does not affect product quality, so such cases are not considered eligible for returns.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is approved, make a separate purchase for the new item.
European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.
As above, your item must be in the same condition that you received it, unused, and in its original packaging.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not.
If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 14 business days have passed since we approved your return, please contact us at info@metreat-tokyo.com.