Refund policy

RETURN, EXCHANGE & REFUND POLICY
Last Updated: June 27, 2026

(1) Returns and Exchanges

DISTURN does not accept returns or exchanges for customer-related reasons, including but not limited to:

  • Incorrect size selection
  • Change of mind
  • Differences in expectations
  • Ordering mistakes

However, returns or exchanges may be accepted under the following circumstances:

  • The product arrives damaged or defective
  • The product received differs from the item ordered
  • The product contains manufacturing defects

To request a return or exchange under these conditions, you must contact us within 5 days after receiving the product.

Contact:

Please contact us via the inquiry form.

Please note that returns or exchanges will not be accepted under the following circumstances:

  • Products that have been worn or used
  • Products that have been washed, altered, or modified
  • Products missing tags, labels, packaging, or accessories
  • Products damaged, stained, scratched, or carrying odors after delivery
  • Products purchased outside of the official DISTURN online store
  • Products that DISTURN reasonably determines are unsuitable for return or exchange

Please note that remade products, customized products, and one-of-a-kind items are generally non-returnable and non-exchangeable due to their unique nature.

(2) Important Information for Returning Products

If your return request is approved, return instructions will be provided.

Items returned without prior authorization will not be accepted.

Please follow these guidelines when shipping returned items:

  • Keep a copy of the shipping receipt until the refund process is completed
  • Use a shipping method with tracking information whenever possible
  • Do not attach shipping labels directly onto shoe boxes or product packaging
  • Include all accessories and original packaging materials

Return Address:

DISTURN

3F, Shell Miyako V
1-2-5 Nakamachi
Machida-shi, Tokyo 194-0021
Japan

(3) Refund Period

After the returned item has been received and inspected, we will notify you regarding approval status.

Approved refunds are generally processed to the original payment method within approximately 10 business days.

Please note that banks, credit card providers, and payment institutions may require additional processing time.

If more than 16 business days have passed since your refund approval and you have not received your refund, please contact us via the inquiry form.

(4) Return Restrictions

Even where a return request falls within the conditions above, returns or exchanges cannot be accepted in the following situations:

  • More than 5 days have passed since delivery
  • Proof of purchase cannot be verified
  • Products have been used, washed, or altered
  • Products show signs of customer-caused damage, stains, scratches, or odors
  • Missing or damaged packaging, labels, tags, or accessories
  • Sale items
  • Gift cards
  • Hygiene-sensitive products where applicable
  • Limited edition or one-of-a-kind products that cannot be replaced

If replacement inventory is unavailable, a refund may be issued instead.

(5) International Shipping — Asia Region

Customers within Asia should be aware that customs procedures, taxes, import duties, VAT/GST, and local handling fees vary significantly depending on destination country or region.

Such charges are not included in product prices or shipping fees and remain the responsibility of the customer (importer).

Certain countries or territories may impose import restrictions on apparel products, textiles, or remade items. Customers are responsible for confirming local import requirements before placing an order.

Orders refused due to unpaid customs fees or import restrictions may be subject to deductions for original shipping costs, return shipping charges, customs handling fees, and related expenses.

(6) European Orders

For customers located within Europe, applicable consumer protection laws may provide additional rights depending on your country of residence.

However, where permitted under applicable law, customized products, remade products, personalized products, and made-to-order products may be excluded from cancellation or return rights.

Customers remain responsible for customs duties, VAT, import taxes, and other applicable fees for international deliveries where required.

(7) About Cooling-Off

The cooling-off system generally applies to certain direct sales methods, such as door-to-door sales.

DISTURN operates as an online retail service in which customers voluntarily place orders through our website.

Accordingly, cooling-off rights do not automatically apply to purchases made through our online store unless otherwise required by applicable law.

Please review this policy carefully before placing an order.