Refund policy

Refund & Return Policy

At oonokagu, we strive to deliver exceptional furniture craftsmanship. In full compliance with European Union and Nordic consumer protection laws, we offer a transparent and customer-friendly return process.

14-Day Right of Withdrawal (Cooling-off Period):
Under EU and Nordic consumer rights directives, you have the right to cancel or return your order within 14 calendar days from the day you receive the physical delivery, without giving any reason.

1. Conditions for Returns

To qualify for a valid return, items must meet the following criteria:

  • The product must be in unused, original, and unassembled condition.
  • The item must be packed in its original manufacturer packaging, including all instructions, accessories, and hardware.
  • Proof of purchase (Order number, invoice, or email confirmation) must be provided.

2. How to Initiate a Return

  1. Contact customer support at support@oonokagu.com with your order number, reason for return, and clear photographs/videos of the item and packaging.
  2. Once approved, our team will issue a Return Merchandise Authorization (RMA) and provide explicit shipping guidelines.
  3. Securely repackage the product to ensure safe international transit and dispatch it to our designated return warehouse.

3. Return Address & Shipping Costs

  • Return Destination: 2-10-10 Nagata-kita, Minami-ku, Yokohama-shi, Kanagawa 232-0071.
  • Customer-Initiated Returns (Change of Mind): If you return an item due to personal preference, you will be responsible for paying direct international return transit fees.
  • Damaged, Defective, or Wrong Items: If your item arrives damaged, defective, or incorrect, please inform us within 48 hours of receipt. oonokagu will cover 100% of return shipping expenses or dispatch a replacement at no additional charge.

4. Restocking Fees

We do NOT charge any restocking, processing, or administrative fees for returned products.

5. Refunds & Processing Time

Once your returned item arrives at our warehouse and passes quality inspection, we will notify you by email.

  • Approved refunds will be processed automatically back to your original payment method .
  • Refund processing takes between 5 to 7 business days depending on your financial institution.
  • Standard outward shipping fees paid during purchase are fully refundable for full order cancellations within the 14-day withdrawal period.

6. Contact & Support

If you have any questions or require assistance regarding returns and refunds, please contact us:

  • Email: support@oonokagu.com
  • Phone: +81277326706
  • Company Address: 2-10-10 Nagata-kita, Minami-ku, Yokohama-shi, Kanagawa 232-0071
  • Corporate Number: 3020001012551
  • Operating Hours: Monday – Friday, 09:00 – 18:00 JST