Before authorizing management
An unaccepted request or quote can be withdrawn without a purchasing fee. If you received an invoice, canceling the request does not erase a separate obligation already accepted, such as a visit actually commissioned; that concept must be identified separately.
Payment received, purchase not yet executed
Request stop immediately with the order ID. Aiyu will check if it can still stop the operation. The request does not guarantee that it has been stopped while the team verifies a purchase in progress.
If an authorized cost has not been purchased or committed, the unused amount is refunded, including any unearned purchase fee. If there are authorized works already provided or validly agreed unavoidable costs, their amount and basis will be explained. A generic penalty is not charged.
Purchase already completed
As a general commercial condition, free cancellation due to a change of mind is not permitted once custom-made products have been purchased. It will be checked whether the seller allows cancellation, exchange or return and under what conditions, without reducing the customer's mandatory rights.
Rules for auctions, pre-sales, used or personalized items may limit cancellation. Aiyu will communicate known restrictions before contracting; Its mention does not exonerate a mistaken purchase made by Aiyu.
Lack of stock or seller cancellation
If the seller does not deliver, cancels or returns the payment, Aiyu will manage the corresponding recovery. Recovered amounts and unapplied funds will be refunded or released with an itemization. The services actually provided are evaluated separately; Any commission for a failed purchase is not automatically withheld.
Wrong product, defect or damage
Contact ID, description and photos available. It is advisable to do this immediately and, as an operational guideline, within seven calendar days from detecting the incident. This recommendation does not extinguish legal rights or replace the deadlines of the seller or carrier.
If Aiyu purchased a variant other than the approved one, omitted an item, caused damage to its warehouse or packed poorly, it will assume 100% of the costs of correcting its error and any proven direct damages attributable to it. The solution is documented according to Claims and coverage, without applying the basic limit of EMS to the own liability of Aiyu.
If the problem comes from the seller, Aiyu will process the viable claim with the available documents. Extended storage does not extend the seller's claim periods, which may begin with receipt in Japan, before international delivery.
Physical return and costs
Please do not return items without instructions. Recipient, authorization, deadline, product conservation and costs will be confirmed. Due to an accepted change of mind, the customer may be responsible for valid postage and costs previously communicated. If the cause is a breach of Aiyu, Aiyu assumes 100% of the corrective expenses incurred and does not transfer them to the client.
Non-refundable costs from the payment provider are not automatically deducted. A deduction will only be applied when it is lawful, has been informed and corresponds to the case. The same concept will not be deducted twice.
Refund method and timing
When the right and amount are established, Aiyu will report the breakdown and process the refund without undue delay. If it depends on recovering funds from a third party, that situation will be explained, unless Aiyu must pay for its own obligation regardless of that recovery.
The final payment depends on the bank or provider. Confirmation of processing will be provided; an unverified bank date is not promised. Eligible refunds are not necessarily substituted for coupons or promotional credits.
Undelivered shipments
A delay does not in itself prove a loss. Investigations, compensations, return and non-delivery are managed according to Claims and coverage. This policy does not limit the consumer's rights of cancellation, claim or return that applicable law grants.