Refund policy

1. Return and Refund Policy Last updated: May 2026

At Tsūki, we take pride in the quality of everything we offer. Please read this policy carefully before making a purchase, as it outlines your rights and our obligations in full.

1.1 Our Commitment

We want you to be genuinely happy with your purchase. If something is not right, we encourage you to contact us and we will work with you to find a fair resolution — in accordance with both this policy and your rights under applicable consumer law.

1.2 60-Day Satisfaction Guarantee

We offer a 60-day satisfaction guarantee, subject to the strict qualification requirements set out below. This guarantee is a goodwill gesture and does not constitute an automatic right to a refund. To be considered eligible, a return or refund request must satisfy every one of the following conditions without exception:

• The request must be submitted in writing to bellare902@gmail.com within 60 days of the original purchase date. Requests submitted after this window will not be accepted under any circumstances.
• The item must be unused, unworn, unwashed, unaltered, and in its original condition with all original tags attached and original packaging intact.
• The customer must provide clear, high-resolution photographic evidence of the item from multiple angles, including close-up images of any alleged fault or issue. Photos must be taken on a clean, well-lit surface and must clearly show the item in the condition it was received.
• The customer must provide a written description of the issue in sufficient detail. Vague or incomplete descriptions will result in the claim being placed on hold until further information is supplied.
• Proof of purchase (order number and confirmation email) must be provided.
• The item must not fall under any of the non-returnable categories listed in Section 1.7.
• Written authorisation from Tsūki must be obtained before sending any item back. Items returned without prior written authorisation will be rejected and returned to the sender at their expense.

Meeting the above conditions does not guarantee approval. All claims are assessed at our sole discretion. We reserve the right to request additional information or evidence before making a determination.

1.3 Refund Window — All Claims

Regardless of the nature of the claim — including faulty, damaged, incorrect, or change-of-mind — all refund requests must be submitted within 30 days of the original purchase date. No refund, store credit, or exchange will be issued for any request received after 30 days from purchase, except where required by applicable law.

1.4 Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged in transit, or materially different from its description, you may be entitled to a remedy. To lodge such a claim:

• Contact us within 48 hours of confirmed delivery at bellare902@gmail.com or 0468403001.
• Provide your order number, a detailed written description of the issue, and photographic evidence as described in Section 1.2.
• Retain all original packaging, as it may be required for carrier insurance claims.

We assess all claims carefully. We are not responsible for damage caused by misuse, improper handling, failure to follow care instructions, or normal wear and tear. Claims that cannot be substantiated with adequate evidence will not be approved.

1.5 Chargeback Policy — Important Notice

By completing a purchase with Tsūki, you expressly agree to contact us directly at bellare902@gmail.com or 0468403001 to resolve any dispute before initiating a chargeback or payment dispute with your bank or card issuer.

Initiating a chargeback without first attempting resolution through our dispute process constitutes a breach of these Terms. In the event of a chargeback claim, Tsūki reserves the right to submit to the relevant financial institution all records pertaining to the transaction, including but not limited to: order confirmation emails, shipping confirmation and tracking records, delivery confirmation from the carrier, all customer communications, photographic records, and these Terms of Service as accepted at checkout.

We maintain complete records of all transactions and communications. Chargebacks filed on the basis of non-delivery where tracking confirms delivery, or on the basis of "item not as described" without prior contact with us, will be disputed in full with supporting documentation.

Customers found to have filed fraudulent or bad-faith chargebacks may be permanently banned from purchasing with Tsūki and may be referred to relevant authorities.

1.6 How to Lodge a Return Request

To begin a return, contact us at: 📧 bellare902@gmail.com 📞 0468403001

Please include:

• Full name and order number
• Reason for return
• Photographic evidence as outlined in Section 1.2
• A description of the issue in detail

Do not send items back without first receiving written authorisation from us. Unauthorised returns will not be accepted and will be returned to sender at the customer's expense.

1.7 Refund Processing

Once your return is received and inspected, we will notify you of the outcome within 3 business days. If approved:

• Refunds will be credited to your original payment method within 5–10 business days, depending on your bank or payment provider.
• Store credits will be issued by email within 2 business days.

Tsūki is not responsible for delays caused by financial institutions.

1.8 Exchanges

We do not offer direct exchanges. If you wish to exchange an item, you must return the original item (subject to the conditions above) and place a new order. Stock cannot be held during this process.

1.9 Non-Returnable Items

The following items are strictly non-returnable and non-refundable under any circumstances, except where required by applicable law:

• Items marked as "Final Sale" or purchased during a clearance event
• Gift cards and store credits
• Items that have been worn, washed, altered, or show any signs of use
• Items returned without prior written authorisation
• Items for which a return request was submitted outside the applicable return window
• Customised or personalised items

1.10 Dispute Resolution

If you are dissatisfied with our response, you may contact the relevant consumer protection authority in your jurisdiction for further guidance.