Refund policy

Cancellation

We accept cancellations within 30 minutes of order completion. 
You can cancel your order from the order completion screen or from the Customer My Account.


Return or exchange of defective items

If you find any defects in the delivered items, please send a request for return and exchange to us with the below return and exchange request form within 7 days from when you receive items.

If you hope to exchange quickly as soon as possible, it would be more quick to do "return" and "re-purchase".
However, after re-purchasing, your "return" might be considered as the below "customer reasons". In that case, you might have a chance to deny the refund.

And, the return and exchange request form can be allow you to exchange with only different variations in the same product. If you hope to exchange with any other products, please do "return" and "re-purchase".

> Return and Exchange request


Returns and exchanges for customer reasons

If you find any defects in the delivered items, please send a request for return and exchange to us with the below return and exchange request form within 7 days from when you receive items.

If you hope to exchange quickly as soon as possible, it would be more quick to do "return" and "re-purchase".
However, after re-purchasing, your "return" might be considered as the below "customer reasons". In that case, you might have a chance to deny the refund.

In addition, if you are on the below conditions, return and exchange can not be accepted.
- When the item was purchased from stores any other [V12] Official Site.
- When re-exchanging the product that has exchanged once.
- When the item was used for purposes other than indoor try-on.
- When the item has been washed or cleaned.
- When the tags or labels are damaged, lost, or removed. - When the item has the odor of cigarettes or perfume on it; or stained or deformed due to trial fitting; or when it has been altered such as by adjusting the hem, etc., and is no longer functional as a product.
- When the item is delivered to countries other than Japan.

And, the return and exchange request form can be allow you to exchange with only different variations in the same product. If you hope to exchange with any other products, please do "return" and "re-purchase".

> Return and Exchange request


Shipping charges for returns

Defective returns: Shipping charges will be borne by our company. Returns for customer reasons: Shipping charges shall be borne by the customer.


Refunds for returned items

Credit Card/Shop Pay/PayPal/Amazon Pay/Apple Pay
Refunds will be made in accordance with the regulations of the registered credit card company. Please note that due to the credit card company's closing date, the refund may be made in the following month of the debit.

- Cash on delivery
We will transfer the funds to the bank account specified by the customer. Please note that in the case of a return for the customer reason, we ask the customer to bear the bank transfer fee.