Returns & Exchanges Policy
Last updated: October 15, 2023
Refund Policy
At Millennium Gallery, our goal is to ensure your shopping journey with us is enjoyable and fulfilling. If you experience any issues or inconveniences, we will try our best to resolve them promptly.
Order Acceptance and Cancellations
You agree that your order is an offer to purchase, under the Terms of the Services, the products listed in your order. No contract for the purchase of a product will exist until your order has been accepted by us in email at our sole discretion.
Should you decide to cancel your order before it has been packaged for shipment, we will process a full refund promptly. To initiate a cancellation, please contact us immediately at info@millenniumstories.co.jp.
If your order has already been prepared for shipping, we regret that cancellation is no longer an option. However, you can opt for a return upon receipt of your items. Note that original shipping fees are non-refundable unless the error was on our part. Customized, bespoke, or special orders are exempt from cancellation at any stage.
Cancellation Exceptions:
- Items not listed on our website
- Business-to-business orders
- Customized, bespoke, pre-orders, or special orders
Product Returns
We accept returns within 30 days from the recorded delivery date. If more than 30 days have lapsed since your purchase, we cannot issue a refund or exchange. We will refund the full order amount minus the shipping costs for the return.
To qualify for a return, the item must be unused and in its original condition, including packaging.
Items Not Eligible for Returns:
- Gift Cards
- Items not listed on our website
- Business-to-business orders
- Customized, bespoke, pre-orders, or special orders
Exchanges for Defective or Damaged Goods
We offer exchanges for items found to be defective or damaged upon receipt, or within 10 days from the recorded delivery date. Please understand that natural wear and tear from manufacturing or shipping are not grounds for an exchange.
To request an exchange, reach out to us through our online form or email us at info@millenniumstories.co.jp with photographic evidence of the damage or defect. We will then confirm whether a refund or replacement can be issued.
Please note that replacement of some products may not be available depending on the availability of the alternative products and, in such case, only the refund is the available option.
If you contact us after the 10-day window, we will not be able to verify whether the damage occurred during shipping or from usage, and your request will be invalidated.
Refunds Procedure
Upon receipt and inspection of your returned item(s), we will email you to confirm that your return has been processed. Once your refund is approved, the amount will be credited back to your original payment method within a specified timeframe, depending on your payment provider.
Note that only the product cost is refundable; original and return shipping costs are not eligible for a refund.
Delayed or Missing Refunds
If your refund has not appeared in your account, please first review your bank statements. If still unresolved, contact your credit card company, as it may take additional time for your refund to be officially posted.