Refund policy

Kyoto Vault Return & Refund Policy

At Kyoto Vault, we curate exceptional pieces from Japan and ship them internationally with care. We stand behind the quality of every item we offer, and if something is not right, our concierge team will work with you to resolve it promptly and fairly.

1) Returns & Refunds at a Glance

  • No change-of-mind returns. We are unable to accept returns for preference, ordering the wrong item, or simply deciding you no longer want the piece.

  • Returns are considered only for verified issues, such as:

    • a significant defect or functional fault, or

    • receiving the wrong item.

  • Return approval is required. Any return sent without written authorization may be refused and may not be eligible for a refund.

2) Report an Issue Within 10 Days

If there is an issue with your order, please contact us within 10 days of delivery.

To help us assist quickly, please include:

  • Your order number

  • A clear description of the issue

  • Clear photos and/or video, including packaging if there is any visible transit damage

3) Approval Required Before Returning Anything (RMA)

Please do not send items back until you receive written approval and return instructions from Kyoto Vault.

This allows us to:

  • confirm eligibility and the best resolution (replacement, repair, or refund),

  • ensure the return is sent using the correct method, packaging, and declarations, and

  • avoid delays or refused deliveries.

Unauthorized returns may be declined and may be returned to the sender at the customer’s expense.

4) Return Shipping & Return Address

If your return is approved, we will provide:

  • the correct return address, and

  • packing and shipping instructions.

USA clients: where applicable, we may provide a domestic U.S. return address.

Customers are responsible for following our return instructions exactly, including any packaging requirements and documentation.

5) Do Not Refuse Delivery or “Return to Sender”

Please do not refuse delivery. If a shipment is returned to sender due to reasons such as unpaid duties/taxes, missed delivery attempts, or address issues, you will be responsible for costs incurred. This may include:

  • return shipping fees

  • carrier handling fees

  • customs/brokerage charges

  • duties and taxes assessed on the shipment (where applicable)

If a refund is approved in these circumstances, it may be processed net of these costs, where permitted.

6) Condition & Eligibility of Approved Returns

Approved returns must:

  • be unused, in original condition, and include all accessories, packaging, and included items (unless we advise otherwise),

  • be shipped within the timeframe stated in your approval, and

  • pass inspection upon arrival.

If an item shows signs of use, alteration, damage not related to the approved issue, or missing components, the return may be declined or the refund amount adjusted.

7) Resolutions: Replacement, Repair, or Refund

If your claim is approved, we may offer one of the following, depending on the circumstances:

  • Replacement

  • Repair

  • Refund

Where a refund is approved:

  • refunds are issued to the original payment method

  • original shipping charges are generally non-refundable (except where required by law or where we made an error)

  • refund timing depends on inspection completion and payment provider processing times

8) Made-to-Order / Limited-Run Pieces

Because many Kyoto Vault pieces are made-to-order or produced in limited runs, these items may not be eligible for return except where a major defect or functional fault is confirmed.

9) One-Year Limited Warranty

Every Kyoto Vault item includes a one-year limited warranty covering:

  • defects in materials

  • manufacturing faults

  • craftsmanship issues

This warranty does not cover:

  • misuse, accidents, or improper care

  • normal wear, aging, and patina

  • unauthorized repairs, modifications, or alterations

All warranty claims are reviewed on a case-by-case basis.

10) Contact Us

If you need assistance, please contact our Client Support Services team. We are here to take care of you.