Refund policy
At Hestejarin (“Hestejarin,” “we,” “us,” or “our”), we want you to shop with confidence. This Return and Refund Policy explains the conditions and procedures for requesting a return, exchange, refund, or remedy for a product that is defective or does not conform to its description.
This policy applies to purchases made through our online store unless a different mandatory legal requirement applies. Nothing in this policy limits any non-waivable rights or remedies available to consumers under applicable law.
1. Return Request Period
I. Standard Return Window. You may submit a return or exchange request within 35 calendar days after the delivery date shown in the carrier’s tracking records. The delivery date is the starting point for calculating this period. If a shipment is delivered in separate packages, the period applies separately to each delivered item.
II. Return Shipment Deadline. Once we approve your return or exchange request and provide return instructions, you must dispatch the item within 14 calendar days after the approval notice is sent, unless we confirm a different period in writing or applicable law requires otherwise. The dispatch date is determined by the carrier acceptance receipt or other verifiable shipping record. If the deadline cannot reasonably be met because of circumstances outside your control, contact us before it expires.
III. Defective Products and Legal Rights. The standard return window is a voluntary commercial return policy. It does not automatically determine the duration of any warranty, statutory remedy, or claim concerning a defect or nonconformity. Where applicable law provides a longer period or different remedy, the applicable legal requirements will prevail.
IV. Return Authorization. Please obtain return instructions from our customer support team before sending a product back. Unauthorized returns may take longer to process because we may be unable to identify the order or determine the appropriate handling procedure.
2. Eligible Return and Exchange Reasons
I. Damaged or Visibly Defective Products. You may request a return, replacement, repair, or other applicable remedy if a product arrives with visible scratches, stains, dents, broken components, or other material defects that were not disclosed before purchase.
II. Functional or Manufacturing Defects. You may request assistance if a product has a manufacturing fault, functional defect, or other quality problem that materially affects its intended use.
III. Material Product Discrepancies. You may request a remedy if the product received differs materially from the product description, including its model, type, specifications, included components, or other essential characteristics. A significant color discrepancy or an unusually strong and persistent odor may also be reviewed where it indicates a material product issue. Ordinary variations caused by screen settings, lighting, or reasonable manufacturing tolerances do not automatically constitute a defect.
IV. Change of Mind. You may request a return or exchange within the standard return window if you no longer want the product or have changed your mind. For these discretionary returns, the product must be unused, in its original condition, and accompanied by its original packaging and included accessories where applicable. Products showing signs of use, damage occurring after delivery, or missing essential components may be ineligible for a discretionary return.
V. Supporting Information. We may request your order number, proof of purchase, photographs, videos, or a description of the issue to assess a request. We will consider the information reasonably necessary to evaluate the claim. A lack of photographs alone will not automatically eliminate a consumer's rights where other evidence is available or applicable law provides otherwise.
3. Return Procedure
I. Contact Customer Support. Submit your request by emailing assist@hestejarin.com or calling +81 235-75-2111 within 35 calendar days after delivery. Include your order number, proof of purchase or payment confirmation, the reason for your request, and relevant photographs or videos where applicable.
II. Review and Authorization. We will review your request and provide return instructions as promptly as reasonably practicable. If approved, we will confirm the authorized return destination, shipping arrangements, and any applicable return shipping costs. Please do not send the product until you receive these instructions.
III. Return the Product. Send the authorized product within 14 calendar days after the approval notice, following the instructions provided by our support team. Use suitable protective packaging and retain your shipping receipt and tracking information until the matter is resolved.
IV. Return Destination. Unless we provide another authorized destination in writing, the return address is:
Hestejarin
1-19-45 Yunohama, Tsuruoka, Yamagata 997-1201, Japan
V. Return Label Availability. A prepaid return label is not guaranteed to be included in every package. If a label is included, confirm that it is valid for the product, destination, and reason for return. If no usable label is available, contact us before arranging shipment. For confirmed product defects or nonconformities covered by our responsibility, we will provide an appropriate return arrangement or reimburse reasonable, pre-approved return shipping costs, subject to applicable law.
4. Exchange Procedure
I. Submit an Exchange Request. Contact assist@hestejarin.com or call +81 235-75-2111 within 35 calendar days after delivery. Provide your order number, proof of purchase, the reason for the exchange, and supporting evidence where applicable.
II. Obtain Instructions. We will review the request and confirm whether an exchange is available. If approved, we will provide the authorized return address and shipping instructions. The original product must be dispatched within 14 calendar days after the approval notice unless we agree otherwise in writing.
III. Inspection and Replacement. Once we receive the returned product, we will inspect it where reasonably necessary. For an approved commercial exchange, we will arrange shipment of the replacement within 1–3 business days after the inspection is completed and the replacement is confirmed to be available. Business days exclude Saturdays, Sundays, and applicable public holidays.
IV. Unavailable Replacements. If the requested replacement is unavailable, we will contact you to discuss an appropriate alternative, repair, or refund. Where a product is defective or does not conform to applicable legal requirements, we will provide the remedies required by law rather than treating the absence of replacement stock as a reason to deny those rights.
V. Delivery Estimates. Replacement delivery time depends on the shipping method, destination, customs processing, and carrier performance. Please consult our Shipping Policy for applicable shipping and delivery information.
5. Refund Method and Processing Time
I. Refund Method. Approved refunds will generally be returned to the original payment method used for the transaction. Depending on the payment method accepted for the order, this may include Visa, Mastercard, American Express, Discover, JCB, or another supported payment method. We generally cannot redirect a refund to a different account or payment method unless an alternative is permitted by the payment provider and applicable law.
II. Refund Initiation. After the returned product has been received, any reasonably necessary inspection has been completed, and the refund has been approved, we will initiate the refund within 1–3 business days. Where no physical return is required, the processing period begins after the refund decision is approved.
III. Funds Availability. After we initiate a refund, the funds are generally expected to appear in the original payment account within 1–3 business days. Actual posting times depend on the card issuer, payment provider, bank processing, and payment method. This estimate is not a guarantee of the financial institution’s processing time.
IV. Refund Follow-Up. If the refund has not appeared after the expected processing period, contact assist@hestejarin.com with your order number and refund confirmation details, if available. We will review the transaction and provide reasonable assistance in tracing its status.
V. Refund Amount. The refund amount will be determined by the applicable return reason, the items returned, the original transaction, and any deductions permitted by law and disclosed before purchase. We will explain any applicable deduction or adjustment. We will not impose an undisclosed restocking fee or make a deduction that is prohibited by applicable law.
VI. Mandatory Refunds. Where applicable law requires a full or partial refund, including where an order cannot be shipped as promised and the consumer is entitled to cancel, we will provide the required refund within the legally applicable timeframe. A refund will not be replaced solely by store credit where a monetary refund is legally required.
6. Return Shipping Costs and Fees
I. Confirmed Defects or Material Nonconformity. If a product is verified to have a covered defect, material discrepancy, or other qualifying issue for which we are responsible, we will cover reasonable return shipping costs in accordance with the arrangements confirmed by our support team and applicable law. Please contact us before paying for return shipping so we can arrange a suitable method.
II. Change-of-Mind Returns. For discretionary returns or exchanges that are not attributable to a product defect, material nonconformity, or another circumstance for which we are responsible, the customer is responsible for reasonable return shipping costs, unless applicable law requires otherwise or we expressly agree to cover those costs.
III. Estimated Return Shipping Costs for Large Items. Before completing a purchase, customers should review the applicable return shipping estimate displayed on the relevant product page or at checkout, where available. For eligible large-item returns using an available qualifying shipping arrangement, the estimated return shipping cost is approximately $10–$25, subject to variation based on package dimensions, weight, pickup requirements, destination, carrier rates, and the shipping service used. This is an estimate, not a guaranteed price or a universal maximum.
Because authorized returns may need to be sent to Japan, actual international shipping costs may exceed this estimate. Where a different or higher cost is reasonably foreseeable, we will disclose the applicable estimate before purchase where practicable and confirm the actual arrangement before the customer incurs a return shipping charge. Customers should contact us for a specific estimate before shipping a large or bulky product.
IV. Original Shipping Charges. Original outbound shipping charges will be refunded when required by applicable law or where we confirm that the circumstances qualify for a refund of those charges. For discretionary partial returns, original shipping charges will be handled according to the original transaction and applicable legal requirements.
V. Taxes and Duties. Refunds of sales tax and other transaction taxes will be handled in accordance with applicable law and the original transaction. Import duties, customs charges, and other amounts collected by third parties may be subject to separate refund procedures. We will explain any relevant limitations before finalizing the refund where practicable.
VI. No Unauthorized Fees. We will not charge a return handling fee, restocking fee, or other return-related fee unless the fee is permitted by applicable law and clearly disclosed before the purchase or otherwise lawfully agreed to.
7. Two-Year Limited Commercial Warranty for New Products
I. Warranty Period. Subject to the product-specific warranty terms disclosed before purchase, Hestejarin provides a two-year limited commercial warranty for new products, beginning on the date the product is delivered to the customer. This is a voluntary written warranty offered by Hestejarin, not a representation that every US state imposes a universal two-year statutory warranty period.
II. Covered Issues. During the warranty period, this limited warranty covers defects in materials or workmanship and qualifying functional failures that existed at delivery or arise from covered manufacturing or material defects during normal, intended use. Coverage is subject to the product description, any applicable product-specific warranty terms, and applicable law.
III. Free Repair or Replacement. For a covered defect, Hestejarin will provide repair or replacement without charge for the covered remedy, including reasonable shipping costs necessary to carry out the remedy. We will explain the required procedure and whether the product must be returned for inspection. A repair or replacement will be arranged within a reasonable time after the claim is verified and the necessary product or parts are available.
IV. Further Remedies. If a covered defect cannot be remedied within a reasonable time, repair or replacement is unsuccessful, or the proposed remedy is unavailable, we will offer an appropriate further remedy, which may include a refund or price reduction, as required by applicable law or agreed under the circumstances. Nothing in this policy restricts a consumer's right to reject goods or seek another remedy where applicable law provides that right.
V. Exclusions. To the extent permitted by law, this limited commercial warranty does not cover damage caused solely by misuse, neglect, accidental damage after delivery, unauthorized modification, improper installation contrary to provided instructions, failure to follow care instructions, or ordinary wear and tear. These exclusions do not apply to the extent that the relevant condition results from a covered defect, a misleading product representation, or a circumstance for which applicable law holds Hestejarin responsible.
VI. How to Make a Warranty Claim. Contact assist@hestejarin.com and provide your order number, product details, a description of the issue, and reasonable supporting evidence. We may request the product for inspection where appropriate. We will provide instructions for repair, replacement, or another applicable remedy.
VII. Relationship to Legal Rights. This limited commercial warranty supplements, and does not replace or waive, any non-waivable statutory rights, implied warranties, or other remedies available under applicable federal or state law. The scope and duration of statutory rights may vary depending on the state, product, transaction, and circumstances. Where a written warranty is subject to the Magnuson-Moss Warranty Act or other applicable warranty disclosure requirements, the applicable requirements govern.
8. Important Conditions and Consumer Rights
I. Accurate Information. Customers must provide accurate order details and a truthful description of the reason for a return, exchange, refund, or warranty claim.
II. Product Condition. Customers should package returned products securely and include the accessories and components reasonably required for the requested remedy. A condition requirement applicable to discretionary returns will not automatically disqualify a valid claim involving a defective product or another legally protected remedy.
III. Inspection. We may reasonably inspect a returned product to assess its condition and the reported issue. Inspection will be conducted consistently with applicable law and will not be used to delay or deny a remedy that must be provided within a legally required timeframe.
IV. Non-Delivery and Shipping Delays. If we cannot ship an order within the promised timeframe, or within the applicable default timeframe when no shipping time has been stated, we will provide the notice, cancellation option, and refund required by applicable law. This policy does not limit any rights arising from non-delivery, loss in transit, or a material shipping delay.
V. No Waiver of Legal Rights. Nothing in this policy excludes or restricts any right, remedy, warranty, or protection that cannot lawfully be excluded or restricted. If a provision conflicts with mandatory applicable law, that law will govern to the extent of the conflict.
9. Contact Us
For return requests, exchanges, refund inquiries, and warranty claims, please contact Hestejarin Customer Support.
Business Name: Hestejarin
Address: 1-19-45 Yunohama, Tsuruoka, Yamagata 997-1201, Japan
Telephone: +81 235-75-2111
Email: assist@hestejarin.com
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM Eastern Time (ET)
Please include your order number and a clear explanation of your request so that we can locate the transaction and advise you on the appropriate next steps.
10. Related Policies
For additional information about shipping, order cancellation, payment, website use, privacy, and our business, please review the following pages:
III. Terms and Conditions
IV. Privacy Policy
VI. Payment Policy
VII. Legal Notice
VIII. About Us
IX. Contact Us
Thank you for shopping with Hestejarin. We are committed to handling return, refund, exchange, and warranty requests transparently, consistently, and in accordance with applicable consumer protection requirements.