Return & Refund Policy

Last Updated: February 17, 2026

 

Thank you for shopping with Joint Sewing, operated by SOUHIRO US LLC.

We aim to provide a fair, transparent, and customer-friendly return and refund experience for customers in the United States and other international markets.

 

1. Standard 30-Day Return Policy

We accept eligible voluntary return requests within 30 days after delivery.

For standard change-of-mind returns, products must generally:

• Be unused, unaltered, and in their original condition.

• Include original packaging and supplied accessories.

• Include an order number or other proof of purchase.

Customers must notify us of their return request within 30 days after delivery.

We will provide reasonable return instructions after receiving the request.

These conditions apply to our voluntary return program and do not limit statutory consumer rights.

 

2. How to Request a Return

Please contact:

Email: hello@jointsewing.com

Include:

• Your order number.

• The product you wish to return.

• A brief description of the request.

We will provide return instructions and any applicable shipping or customs guidance.

Return Processing Address:

Joint Sewing – Returns Department
14-27 Nishinokyo
Nagaokakyo-shi, Kyoto 617-0816
Japan

Please contact us before sending a voluntary return so that we can provide appropriate instructions.

This request procedure does not restrict statutory cancellation rights.

 

3. Return Shipping Costs

Change-of-Mind Returns

For voluntary returns due to personal preference or incorrect product selection:

• Customers are generally responsible for return shipping costs to Japan.

• We recommend using a trackable shipping service.

• Original outbound shipping charges are generally non-refundable under the voluntary return program, except where applicable law requires otherwise.

• Any customs-related return arrangements will be explained where necessary.

Defective, Damaged, or Incorrect Products

Customers will not be charged return shipping costs resulting from a confirmed defect, damage, or shipping error.

Defective or damaged products do not need to be returned.

For incorrectly shipped products, Joint Sewing will cover reasonable return shipping costs if a return is requested.

 

4. Defective or Damaged Products

If a product arrives defective or damaged, please contact hello@jointsewing.com.

Provide the order number, a description of the issue, and photographs where reasonably available.

Once the defect or damage is confirmed:

• No product return is required.

• Joint Sewing will initiate the applicable full refund on the same business day.

• If confirmation occurs outside business hours, the refund will be initiated on the next business day.

• The refund will generally be issued to the original payment method.

The actual time required for the refund to appear in the customer's account depends on the payment provider or financial institution.

Statutory remedies for defective goods remain available regardless of the voluntary 30-day return period.

 

5. Incorrectly Shipped Products

If a customer receives an incorrect product due to our shipping error, Joint Sewing will take full responsibility.

Once the shipping error is confirmed:

• We will initiate the applicable full refund on the same business day.

• If confirmation occurs outside business hours, the refund will be initiated on the next business day.

• If return of the incorrect item is requested, Joint Sewing will cover reasonable return shipping costs.

• Customers will not be required to pay additional shipping costs to correct our error.

The customer may contact us to discuss an alternative resolution, such as receiving the correct item, where available and mutually agreed.

 

6. Missing Items

If any item is missing from an order, please contact hello@jointsewing.com with the order number and details.

Once the missing item is confirmed, we will arrange an appropriate remedy, including a refund for the missing item or a replacement where agreed.

We will not charge customers additional shipping fees to correct a confirmed fulfillment error.

 

7. Non-Returnable Products

The following products may be excluded from voluntary change-of-mind returns:

• Custom-made or personalized products.

• Products that have been used, installed, altered, or damaged after delivery.

• Products missing essential components.

• Gift cards, where applicable.

• Other products clearly identified as non-returnable before purchase, where permitted by law.

These exclusions do not override mandatory statutory cancellation rights or remedies for defective or incorrectly described goods.

 

8. Exchanges

We do not generally provide direct exchanges for changes of personal preference.

Customers may request an eligible return and place a new order.

For defective or incorrectly supplied products, replacements may be arranged where available and agreed, without limiting statutory rights.

 

9. European Union and United Kingdom Statutory Cancellation Rights

Consumers in the European Union and United Kingdom generally have the right to cancel eligible distance purchases within 14 days after receiving the goods, without providing a reason.

Where multiple items in one order are delivered separately, the statutory period may begin upon receipt of the final item, as required by applicable law.

To exercise this right, customers must notify us through a clear cancellation statement before the applicable deadline.

Email: hello@jointsewing.com

Customers generally have an additional 14 days after notifying us to return the goods.

Return Shipping Costs

Customers are responsible for the direct cost of returning goods to Japan where this responsibility was properly disclosed before purchase and applicable law permits.

Original Delivery Charges

Where required by law, refunds will include the cost of the least expensive standard delivery option offered for the order.

Additional costs for premium or expedited delivery options may be excluded to the extent permitted by law.

Inspection and Product Handling

Customers may inspect products as reasonably necessary to establish their nature, characteristics, and functioning.

Where permitted by law, deductions may apply for diminished value resulting from handling beyond what is reasonably necessary.

Statutory Refund Deadline

Refunds will be made without undue delay and within applicable legal deadlines.

Where required, reimbursement will be completed no later than 14 days after we are informed of the cancellation, subject to any lawful right to withhold reimbursement until the goods are received or evidence of return is provided.

Refunds will generally be issued using the original payment method unless the customer expressly agrees otherwise.

Certain statutory exceptions may apply, including to qualifying personalized or custom-made goods.

Relationship to Our 30-Day Return Policy

Our voluntary 30-day return policy provides additional return opportunities and does not replace or reduce EU or UK statutory cancellation rights.

 

10. Standard Refund Processing

For approved voluntary returns outside statutory cancellation rights:

• Returned products will be inspected after receipt.

• Refunds will generally be initiated within 3–7 business days after receipt and inspection.

• Refunds will normally be issued to the original payment method.

• Payment providers or financial institutions may require additional time for the funds to appear.

For confirmed defective, damaged, or incorrectly shipped products, refunds will be initiated on the same business day following confirmation, or the next business day if confirmation occurs outside business hours.

If a refund does not appear within the expected payment provider timeframe, please contact us.

 

11. Order Cancellation Before Shipment

Customers may request cancellation before dispatch by emailing hello@jointsewing.com.

We will make reasonable efforts to accommodate cancellation requests before shipment.

If an eligible order is canceled before dispatch, we will initiate the applicable refund promptly.

Once an order has been dispatched, our return procedures and applicable statutory cancellation rights will apply.

 

12. International Returns

Returns are generally processed at our facility in Japan.

Customers requesting voluntary returns should contact us for return shipping instructions.

Customers are responsible for voluntary return shipping costs unless otherwise required by law or expressly agreed.

 

13. Model Withdrawal Form for EU and UK Consumers

Complete and send this form only if you wish to withdraw from an eligible contract. Use of this form is optional; any clear withdrawal statement is sufficient.

To: Joint Sewing – SOUHIRO US LLC
Email: hello@jointsewing.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Products: ____________________

Order Number: ____________________

Ordered On: ____________________

Received On: ____________________

Customer Name: ____________________

Customer Address: ____________________

Date: ____________________

Signature (only if submitted on paper): ____________________

 

14. Contact Information

Store Name: Joint Sewing

Legal Operator: SOUHIRO US LLC

Website: https://jointsewing.com

Email: hello@jointsewing.com

Return Processing Location:

14-27 Nishinokyo
Nagaokakyo-shi, Kyoto 617-0816
Japan

Nothing in this policy excludes or restricts mandatory consumer rights under applicable law.