ROKUYA — operated by tmz Co., Ltd. Effective date: May 16th, 2026

Every item delivered by ROKUYA has been imported from Japan, received at ROKUYA's inspection facility in Thailand, individually quality-checked for damage and conformity, and carefully repackaged with ROKUYA branding before being shipped to you via domestic courier. Because ROKUYA inspects every item before dispatch, you can be confident that your piece left our facility in verified condition.

Every piece offered by ROKUYA is a unique, handcrafted work by an independent Japanese artisan. These items cannot be reordered, restocked, or identically reproduced. This policy reflects that reality while ensuring you are protected in the event of damage during domestic delivery.

Due to the one-of-a-kind nature of every item we offer, all sales are final. We do not accept returns for reasons including, but not limited to:

Change of mind

We encourage you to ask any questions about dimensions, materials, or the artist's style before completing your purchase. Our team is happy to provide additional photographs, measurements, or details upon request.

2. Domestic Shipping Damage — Your Protection

Since ROKUYA inspects and verifies the condition of every item before domestic dispatch, any damage present upon your receipt is attributable to domestic shipping within Thailand. In such cases, ROKUYA will work with you to find the best possible resolution.

Reporting Requirements

• Deadline: You must report damage within 48 hours of delivery.
• Evidence: Please send clear photographs showing: (a) the damaged item from multiple angles, (b) the original ROKUYA packaging, and (c) any visible external damage to the shipping box.
• Channel: Report via email to official@rokuya-jp.com or Instagram DM to @_rokuya_official.

Reports submitted after 48 hours, or without adequate photographic evidence, may not be eligible for resolution.

Resolution Process

Upon confirmation of shipping damage, ROKUYA will offer one of the following options at our discretion:

Option A — Alternative Piece: ROKUYA will source an alternative item from the same artist or a comparable artist. The alternative piece will be similar in style and category but will not be identical to the original item, as exact replication of a handcrafted piece is not possible. Sourcing an alternative typically requires a minimum of 2 months, as items are procured directly from independent artists in Japan. If the alternative piece is not to your satisfaction, a refund cannot be offered, as each piece represents a unique procurement commitment.

Option B — Commissioned Replacement: At your request, ROKUYA may approach the original artist to create a new piece inspired by the damaged item. Whether the artist accepts the commission is entirely at their discretion. ROKUYA maintains close relationships with our artists and will make every effort to negotiate on your behalf, but acceptance cannot be guaranteed. Commissioned pieces typically require 4 months or longer to complete, depending on the artist's schedule and creative process. The commissioned piece will be inspired by the original but will inevitably differ in detail. Additional costs may apply and will be communicated transparently before you confirm.

Option C — Partial Refund or Credit: In certain circumstances, ROKUYA may offer a partial refund or store credit at our sole discretion. This option is evaluated on a case-by-case basis and is not guaranteed.

3. Curation Service — Returns and Claims

Items procured through ROKUYA's Curation Service are selected and ordered specifically based on the client's requirements, as set out in the signed Order Form. Accordingly:

• The cancellation terms set out in the Terms of Service (Section 4.2) apply. This Return Policy does not override those terms.
• Subjective dissatisfaction with design, color, texture, or aesthetic characteristics of delivered items is not grounds for return, replacement, or refund. Handcrafted items inherently differ from reference photographs and samples.
• If damage or a clear material defect is identified during the client's Phase 3 inspection (prior to final payment), the client must report it immediately with photographic evidence. ROKUYA will negotiate with the relevant artist to arrange a replacement for the affected item(s) only. This does not extend to subjective preferences.
• The Phase 3 final payment (20% of total contract value) is not contingent on subjective satisfaction. It is due upon physical delivery and completion of damage inspection.

4. Items Not Eligible for Any Claim

The following situations are not covered under this policy:

• Damage caused by the customer after delivery (drops, improper handling, dishwasher use on items not rated for dishwasher, etc.)
• Normal wear from use (minor chips from daily use, crazing of glaze over time, etc.)
• Damage resulting from improper storage or display
• Items where the customer refused delivery or was unavailable to receive delivery, resulting in return to ROKUYA

5. Chargebacks

You must contact ROKUYA directly before initiating a chargeback with your card issuer. Chargebacks initiated without prior communication with ROKUYA will be disputed. ROKUYA will submit all supporting evidence to the card network, including: your agreement to these Terms of Service, product photographs taken during ROKUYA's pre-dispatch inspection, packaging documentation, domestic courier delivery confirmation, and all relevant correspondence.

6. Contact

• Email: official@rokuya-jp.com
• Instagram: @_rokuya_official