Returns and Exchanges
Returns and Exchanges
At Garnour.shop, we strive to ensure your complete satisfaction with every purchase. Please review our returns and exchanges policy to understand how we handle these processes.
Return Policy
Made-to-Order Scissors: Our scissors are made to order in Japan. Due to their custom nature, we do not accept returns for these items. However, if the scissors are defective, please refer to our damages and issues policy below.
Other Products: For non-customized items, we accept returns within 14 days of delivery. The item must be unused, in its original packaging, and in the same condition as when you received it.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. For defective products, we will offer a replacement, including shipping costs.
Exchanges
Non-Defective Items: If you wish to exchange a non-defective item, please contact us within 14 days of delivery. The item must be unused and in its original packaging. You are responsible for return shipping costs and any price difference if exchanging for a different product.
Defective Items: If you need to exchange a defective product, follow the same process as for returns. We will cover shipping costs for defective item exchanges.
Return and Exchange Process
- Contact Us: To initiate a return or exchange, email our customer service team at contact@garnour.com with your order number, details of the product, and the reason for the return or exchange.
- Authorization: We will review your request and, if eligible, provide you with a return or exchange authorization and shipping instructions.
- Shipping: Carefully pack the item in its original packaging and include the authorization slip. You are responsible for return shipping costs unless the product is defective.
- Inspection and Processing: Once we receive and inspect the returned item, we will process your refund, replacement, or exchange as promptly as possible.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at contact@garnour.com.
Contact Information
For any questions about our returns and exchanges policy, please contact us at contact@garnour.com.