All products sold by goenne.com are guaranteed to be genuine from the Japanese makers as stated and in new condition, except for vintage and kintsugi collection which makers and past ownerships are not traceable in most time.   

 

All products (except for personalized, vintage and kintsugi collection and sale/outlet items) are guarantee full refund or product exchange if the item is proven defective and returned in unused/unopened condition. 

     Step 1: Email us within 7 days of receiving the item.   

     Step 2: Goenne will reply via email to confirm your request with return instruction.

     Step 3: Return the item(s) and ensure delivery is within 30 days of your item(s) receive date.  

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All items properly returned and received in Japan within 30 days under this policy are eligible for a refund. If you choose a refund, the full purchase price (shipping fee not included) will be credited back to you when Goenne.com has received and processed your return within 10 days of receipt of returned item(s). 

 

Advance email communication is needed to confirm all refund eligibility. 

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There is no Exchange, Return or Refund for items listed in Mottainai Vintage collection, kintsugi collection, sale items, outlet items and personalized items (such as name-engraved) .