Return Policy

Return and exchange procedures

If you wish to return or exchange an item

We will accept returns and exchanges within the specified range.

Please check the following terms and conditions and proceed with the procedure.

There are cases where we cannot accept returns or exchanges. Please see the "Cases where we cannot accept returns or exchanges" below. * If you return an item that we cannot accept, we will return it to you cash on delivery. 

Return Method

Please return it to our store using the cash-on-delivery slip. 

Return address

Postal code 120-0026

Tokyo Denki University Kakehashi 404, 38-1 Senju Asahi-cho, Adachi-ku, Tokyo

TEL: 050-3595-3759

Crosstrade Co., Ltd.

After return

Once we receive your returned items, we will open them and send a return/exchange acceptance email to your registered email address. Please make sure your email settings allow you to receive emails from our store [ @cross-trade.net ]. Please note that it may take approximately one to ten days for us to process your return.

We will process your return or exchange and prepare it for shipping, and will send you an email to notify you once it is complete. Please note that it may take 1 to 10 days for us to process your request.

Refund procedures vary depending on the payment method used when placing your order. For details, please see the "Refund Procedures" below. 

[If we cannot accept returns or exchanges]

Returns and exchanges will not be accepted if the following conditions apply. Please check in advance.

If the period has expired

If more than 9 days have passed since the product arrived 

Non-returnable/non-exchangeable items 

  • If you do not have the paper tag (if you have cut off the paper tag, please return it together with the product)
  • If the paper tag is dirty or bent
  • If the box is missing or damaged
  • If the warranty card is not included (only for products with a warranty card)
  • Products that have become smelly, dirty, or damaged while in the customer's possession
  • There may be some loose or protruding threads (please cut the threads with scissors before use, thank you for your cooperation)
  • Laundry items

others

  • If multiple exchanges are required for the same product (returns and exchanges are limited to one per product )
  • If you have made excessive returns or exchanges
  • Returns (exchanges are allowed) of some items in a set

Note

  • If you return any of the above items, we will not be able to collect the items or provide a refund. Please note that we will return the items to you cash on delivery .

Precautions when replacing

  • We can only exchange for the same size or color of the product. We cannot exchange for a different product.
  • If the item you wish to exchange is out of stock, we will refund you.
  • Whether or not an exchange is possible will be determined based on stock availability. Please note that the item may be restocked at a later date.
  • After we have confirmed your returned item, we will send you an email stating whether or not the item can be exchanged.
  • We will also cover the shipping costs when sending the replacement product.
  • Free shipping is limited to one exchange per item .
  • Please use the prepaid shipping slip when returning an item after an exchange.


Regarding defective products

  • If we have the item in stock, we will exchange it for a good or correct item, and if we do not have the item in stock, we will promptly refund your money.
  • We take great care in product management, but if you receive a defective product or a product that is different from the one you ordered, we regret to inform you that we will only be able to accept exchanges or returns within 8 days of receiving the product.
  • Please be sure to check the product within 8 days of receiving it. If more than 9 days have passed since the product arrived, we may not be able to respond.
  • If the product comes with a warranty, you will need to present the warranty.
  • After receiving the returned product, we will check the contents and respond to you in the order in which they are received. Please note that if the return is made on a weekend or public holiday, we will respond on the next business day.


Returns and exchanges for bundled items

In case of return

  • We only accept full returns (partial returns are not accepted).
  • The procedure is the same as for regular returns.

In case of exchange

  • We will check in advance whether replacement stock is available, so please contact us using the dedicated form below.
  • After you make an inquiry, we will send you an email regarding availability and procedures, so please wait a while.

* Notes *

If the returned item is not in stock for replacement without prior confirmation, we may return the item to you, with the shipping cost to be collected. Please be sure to inquire about stock availability in advance.