Refund policy

Refund Policy

[Important Notice Regarding Returns and Exchanges by Region]

Our return and exchange policies differ depending on your region of residence. Please verify the applicable conditions below before ordering.

1. For Residents of the European Economic Area (EEA) (Right of Withdrawal)

In accordance with the EU Consumer Rights Directive, customers residing within the EEA have the right to withdraw from the contract and return products for any reason (including customer convenience).

  • Period to exercise the right: You have the right to withdraw from the contract within 14 days of delivery without giving any reason.
  • How to apply: Please submit your request through our designated Customer Withdrawal Form. Once submitted, you can track the status on our Customer Status Page.
  • Return shipping costs: Unless otherwise specified, the customer is responsible for any shipping costs incurred when returning the product due to the exercise of the right of withdrawal.

[2. For Residents Outside the EEA (General Policy)]

We do not accept returns or exchanges for customer convenience under any circumstances.

  • *No returns, exchanges, or refunds for reasons such as "not meeting expectations," "size mismatch," or "ordered by mistake."
  • *No cancellations or changes can be made after an order has been completed.

In the event of an initial defect (damage, stains) or incorrect shipment, we will, as an exception, provide a replacement with the same item. A refund will only be issued if the item is out of stock.

*Payment fees for carrier billing, convenience store payments, etc., are non-refundable as they are service usage fees.

■ Shipping Costs:
Our shop will cover all shipping costs for replacements due to defective products or incorrect shipments. Since returns for other reasons are not accepted (except for the exercise of the right of withdrawal within the EEA as stated above), shipping costs are generally not an issue, but in the unlikely event a return occurs, it will be at the customer's expense.

[How to Report a Defective Item]

While we strive for the highest quality, in the event of an issue, please contact us by email within 5 days of delivery with the following information.

■ Required Information:

  • Photos of the damaged or defective area
  • Photos of the entire product
  • Photos of the packaging materials and the shipping label (*Please do not discard packaging until confirmed)

■ Contact:

Email: info@mamahaloshop.com

*Items sent back without prior notice or after 5 days will not be accepted for any reason.

[Exclusions (No Returns/Exchanges)]

  • Items delivered more than 5 days ago (except for the exercise of the right of withdrawal by EEA residents within 14 days)
  • Items that have been used, or items soiled/damaged by the customer
  • Delays in arrival due to shipping or transit delays
  • Custom-made items or specifications that fall under the "About International Products" description

[Refund Process]

After the returned product arrives and inspection is completed, we will process the refund within 10 business days (excluding weekends and holidays) via the payment method used at the time of purchase. Processing times vary by credit card company.

[Long-term Absence or Refusal of Receipt]

Please request redelivery within 5 days of the missed delivery notice. If the storage period expires, the package may be returned to the origin or, depending on the carrier, may be disposed of locally.

In the event of return or disposal, no refund will be provided. If you wish for a reshipment, additional shipping and handling fees will be charged.

[Legal Notice & Contact Information]

This shop is operated transparently and in good faith by the following responsible operator under the official domain (mamahaloshop.com). Based on the brand representation stated in our advertisements and landing pages, we clearly identify our corporate identity.

Address: 5F, 2-2-15 Minami-Aoyama, Minato-ku, Tokyo 107-0062, Japan
Seller: mamahalo / Nana Hasebe
Email: info@mamahaloshop.com