Return and Refund Policy (返品・返金について)

1. This Policy applies to all Products sold by Suzuki & Co., Ltd. ("Suzuki") on the website, including Order cancellation, returns and refunds, and forms an integral part of the Terms of Service.
2. Suzuki sells pre-owned goods. Each Product is a one-of-a-kind item, inspected and with its condition disclosed before sale. Suzuki's return policy is based on one commitment: the Product received by the Customer must match the Stated Condition. If it does, Suzuki does not accept returns. If it does not, Suzuki is responsible.
3. Under Japan's Act on Specified Commercial Transactions (特定商取引法), online purchase and sale transactions are not subject to a cooling-off cancellation right. Return conditions are disclosed by the seller in this Policy.
4. All requests for Order cancellation, return or refund must be sent through the Customer account or by email to info@szk1982.com together with the order number. Suzuki will verify the request before making a decision.
5. If the consumer protection laws of the Customer's place of residence grant the Customer broader rights than this Policy and those rights cannot be restricted by agreement, such rights remain reserved.

2.1 Before handover to the carrier

The Customer may request cancellation of an Order free of charge while the Order is still in the "Preparing" status, meaning it has not yet been handed over to the carrier. Suzuki will refund the full amount paid in accordance with Section 6. For an Order that has been confirmed but is awaiting bank transfer payment, the Customer may cancel at any time before the funds are recorded.

2.2 After handover to the carrier

After the parcel has been handed over to the carrier, the Order cannot be cancelled. The Customer may:

• Receive the Product, then submit a return request if it falls within the cases in Section 3; or
• Refuse delivery. In that case, the parcel will be returned to Japan and handled as a failed delivery under the Shipping Policy: Suzuki will refund the Product price after deducting the initial shipping fee, return shipping fee and any fees incurred and charged by the carrier.

2.3 Cancellation by Suzuki

Suzuki may cancel an Order in the cases stated in the Terms of Service: the Product is no longer available, is damaged before delivery, has an obvious pricing error, cannot be exported, or shows signs of fraud. In such case, Suzuki will refund the full amount paid, including the shipping fee.

2.4 Repeated cancellations

A Customer who repeatedly cancels Orders without a valid reason, or repeatedly places Orders and then fails to pay, may have payment methods restricted or the account suspended.

The Customer may request a return and refund when the Product received falls within one of the following cases:

Suzuki does not accept returns or provide refunds in the following cases:

• The Customer changes their mind, makes a mistaken purchase, finds that the size does not fit or that the Product does not suit their taste, or finds the Product cheaper elsewhere;
• Signs of use, wear, scratches, stains, odor, fading or defects that were stated in the description or visible in the published images;
• Minor differences in color due to the screen or shooting lighting;
• A J grade Product (Sold As-Is) does not function or has defects;
• No manufacturer warranty, no original box or instructions when these items were not stated as included;
• The Product is damaged after receipt due to the Customer's use, storage, installation, repair or modification;
• The Product is incompatible with the voltage, frequency, language, region or standards in the Customer's country, for example Japanese 100V electrical devices or disc region locks;
• The request is sent after the deadline in Section 5.1;
• The returned Product is no longer in the same condition as when received, or accessories delivered are missing;
• The parcel is seized, destroyed or delayed by customs in the receiving country for reasons attributable to the Customer;
• Import duties, value-added tax and customs clearance fees in the receiving country, because Suzuki does not collect these amounts.

5.1 Notification deadline

The Customer must submit the request within 7 days from the date on which the carrier records successful delivery. For damage during transportation, the Customer should notify Suzuki within 3 days and keep the packaging intact so that Suzuki can file a claim with the carrier.

5.2 Documents to be provided

• Order number;
• Description of the issue;
• Images or videos clearly showing the issue, including an image of the entire Product and close-up images;
• Images of the outer and inner packaging if related to damage during transportation;
• Images of the shipping label on the parcel.

5.3 Verification

Suzuki will compare the request against images and inspection data stored at the warehouse before shipment, and against information from the carrier if necessary. Suzuki will respond within 3 business days from receipt of the complete documents.

5.4 Handling options

After confirming that the request is valid, Suzuki will propose one of the following options, depending on the situation and the Customer's preference:

1. Partial refund, Customer keeps the Product: applies when the defect is not too significant and the Customer still wishes to keep the Product. The refund amount will be agreed by both parties.
2. Return of Product, full refund: the Customer sends the Product back to the Suzuki Warehouse, and Suzuki refunds the Product price, the initial shipping fee and the return shipping cost in accordance with Section 5.5.
3. Exchange for an equivalent Product: only when Suzuki has an equivalent Product in stock and the Customer agrees; any price difference will be paid or refunded accordingly.
4. Refund without return: when the return shipping cost is unreasonable compared with the value of the Product, or the Product cannot be transported back. Suzuki will decide on a case-by-case basis.

For counterfeit goods, Suzuki will provide a full refund and give instructions on how to handle the Product in accordance with the law.

5.5 Returning the Product

• Return the Product only after Suzuki has confirmed the request and provided instructions. Goods sent back without prior confirmation may not be accepted.
• The returned Product must be in the same condition as when received, with all accessories delivered, and must be securely packaged.
• For cases falling within Section 3, Suzuki will refund the return shipping cost using the method designated by Suzuki or up to the reasonable amount agreed in advance. Any difference resulting from the Customer choosing a more expensive method will not be refunded.
• The Customer must provide the tracking number of the return parcel. Suzuki will inspect the Product upon receipt and process the refund within 5 business days from the date of receipt.
• If the returned Product differs from the condition in which Suzuki delivered it (additional damage, missing accessories, item swapping), Suzuki has the right to refuse the refund or provide only a partial refund and send the Product back at the Customer's expense.
• For international Orders, the parcel returned to Japan must be declared as returned goods to avoid incurring import duties in Japan. Suzuki will provide instructions on how to make the declaration.

6.1 To the original payment method

Suzuki will refund to the same method that the Customer used for payment:

• Credit card, debit card: refunds are made only to the same card used for payment, and not in cash or to another account. The time for the funds to be credited to the card depends on the issuing bank, usually 5–15 business days after Suzuki executes the refund instruction.
• Bank transfer: the refund will be made to the same account in the Customer's own name from which the transfer was made, or to another account in the Customer's own name after verification. International transfer fees of intermediary banks (if any) will be deducted from the refund amount, except where the error is attributable to Suzuki.
• Suzuki Balance: the refund will be credited to the Balance immediately after Suzuki confirms it. Unused top-up amounts may be withdrawn in accordance with the withdrawal procedure on the website.

6.2 Currency and exchange rates

The refund will be made in the currency and amount collected at the time of payment. Suzuki is not responsible for exchange rate differences between the time of payment and the time of refund, or for conversion fees charged by the card-issuing bank.

6.3 Refundable and non-refundable amounts

6.4 Processing time

Suzuki will execute the refund instruction within 5 business days from confirmation of the refund, or from receipt of the returned Product in the case of a return. The time for the funds to be credited to the Customer's account thereafter depends on the payment partner and the bank, and is outside Suzuki's control.

1. Before filing a complaint with the card-issuing bank or payment partner, the Customer is requested to contact Suzuki for resolution. Most issues are handled more quickly through Suzuki's support channel.
2. When the Customer initiates a chargeback without prior contact, or a chargeback for an Order delivered in accordance with the Stated Condition, Suzuki will provide the payment partner with evidence including the Order Confirmation, pre-shipment inspection images, tracking number and delivery confirmation.
3. Suzuki has the right to suspend the account, refuse new Orders and require return of the Product or payment of the amount due in connection with any chargeback determined to be unfounded.

Suzuki reviews each request based on the Stated Condition, the documents provided by the Customer, inspection data at the warehouse and information from the carrier. Suzuki's decision is final within the scope of this Policy, without affecting the Customer's rights under mandatorily applicable consumer protection laws and the right to bring disputes before the competent authority under the Terms of Service.

• Email: info@szk1982.com, with the order number stated in the subject line
• Phone: +81 3 3667 7108, 10:00–18:00 JST, Monday to Friday, excluding Japanese public holidays
• SUZUKI & CO., LTD., 6F Nihonbashi YT Building, 1-21-7 Nihonbashi-Kakigaracho, Chuo-ku, Tokyo 103-0014, Japan