Returns, Exchanges & Damaged Goods Policy
At Seasons of Kyoto, we take great pride in curating authentic, high-quality Japanese textiles and goods. We want you to be completely delighted with your purchase. If something isn’t quite right, we are here to help.
1. Returns & Exchanges
- Return Window: We accept returns of eligible items within 30 days of delivery.
- Condition of Items: To qualify for a refund or exchange, items must be:
- Brand new, unwashed, and unused.
- In their original packaging with all maker tags, labels, and sleeves intact.
- Free of scents, pet hair, or any signs of handling beyond taking the item out to inspect it.
- Return Shipping: Customers are responsible for return postage. We strongly recommend using a tracked shipping service, as we cannot issue refunds for items lost in transit.
- Refunds: Once your return is received and inspected, we will issue a refund to your original method of payment within 3–5 business days. Original shipping charges are non-refundable.
2. Damaged, Defective, or Incorrect Items
Every order is carefully inspected and hand-packed in Ottawa before dispatch. However, if your package arrives damaged during transit or you receive an incorrect item:
- Please reach out to us via our Contact Page within 48 hours of receiving your package.
- Include your order number and a brief description of the issue.
- We will reply promptly via email. Please attach photos of the damaged product and outer packaging.
- We will immediately arrange a replacement at no cost to you, or issue a full refund (including any shipping fees paid) if the item is out of stock.
3. Authentic Textile Characteristics (Not Defects)
Because our goods are made using traditional Japanese artisan methods and natural fibers, certain natural traits are intentional:
- Tenugui Edges: Authentic Japanese tenugui are traditionally woven with raw, unhemmed edges. They will fray naturally for the first 3–5 mm before stabilizing. Loose threads may simply be trimmed with sharp scissors and do not indicate a defect.
- Kaya-ori (Mosquito Net Weave) Sizing: Our multi-layer dishcloths arrive stiff due to a natural plant/starch sizing applied during weaving. A quick soak in warm water dissolves the starch, revealing their soft, absorbent, quilted texture.
- Hand-Dye Variations: Minor variations in dye depth, pattern alignment, or texture are hallmarks of traditional stencil and roller dyeing methods rather than manufacturing flaws.
4. How to Start a Return
To initiate a return or exchange, submit your request through our Contact Page with your order number and the item(s) you wish to return. We will reply within 1 business day with step-by-step return instructions and our Ottawa mailing address.