Warranty and Returns

Conditions for accepting returns

Returns are only accepted for unopened and unused items, with notification via email within 2 weeks of receipt.
Please note that we cannot accept returns or exchanges in the following cases.
● Items where more than 15 days have passed since receipt
● Returns or exchanges due to customer reasons such as not achieving the expected effect, dissatisfaction with the usage, skin incompatibility, or ordering errors
● Items that have been used (once opened) by the customer
● Items that have been damaged or broken by the customer

Defective products

1. If there is a defect in the product, please contact us within 15 days of receiving the item.
2. If you do not contact us within 15 days, we may not be able to accept your return, so please understand this in advance.
3. In the case where defects occur due to our store's oversight—such as product damage, incorrect sizes, or other issues—we will cover the shipping costs and promptly arrange a replacement. The replacement will be shipped once we confirm receipt of the returned item.

Return deadline

1. Once the product arrives, please immediately check whether the wrong item was sent.
2. We take every precaution when shipping, but if there happens to be a shipping error or defective product, we will process a return or exchange.
3. In this case, please contact us within 15 days of receiving the product.
4. Please note that returns cannot be processed after 15 days have passed.
5. Replacement is possible within the warranty period.

Cases where our company covers return/exchange fees

● Shipping errors on our part (including color and size), product damage.
● After confirming, send the product back to us using cash on delivery.
● In the case of defective products or incorrect items sent by us.

Refund methods

For credit card payments:

We will refund the amount after deducting any charges you are responsible for by adjusting the credit card payment amount. Depending on the credit card company’s closing date, the refund/offset may appear on your next month’s statement after an initial charge.

For bank transfer & cash on delivery:

We will refund the amount after deducting any charges you are responsible for via bank transfer.

P.S. Carefully fill in your bank account information and double-check it. If you provide incorrect account information, the transfer will fail. A fee will also be incurred if the transfer fails (ranging from 550 yen to 990 yen depending on the bank). This fee will be your responsibility and deducted during the second transfer attempt. Please understand.

I returned the product, but I haven’t received a refund yet. What should I do?

Once the returned product has arrived and inspection is completed (about 2-3 business days from the delivery date), we will promptly process your refund. Within 7 business days, we will refund you using the original payment method you used for your order. Please note that depending on the credit card company, it may take an additional 2-10 business days for the refund to reflect.
If you have not received your refund after two weeks, please contact the NiZ customer care team for assistance. We will investigate the cause of the delay.