Exchange & Refund Policy
All products sold by goenne.com are guaranteed to be genuine from the Japanese makers as stated and in new condition, except for vintage and kintsugi collection which makers and past ownerships are not traceable in most time.
All products (except for personalized, vintage and kintsugi collection and sale/outlet items) are guarantee full refund or product exchange if the item is proven defective and returned in unused/unopened condition.
Step 1: Email us within 7 days of receiving the item.
Step 2: Goenne will reply via email to confirm your request with return instruction.
Step 3: Return the item(s) and ensure delivery is within 30 days of your item(s) receive date.
All items properly returned and received in Japan within 30 days under this policy are eligible for a refund. If you choose a refund, the full purchase price (shipping fee not included) will be credited back to you when Goenne.com has received and processed your return within 10 days of receipt of returned item(s).
Advance email communication is needed to confirm all refund eligibility.
There is no Exchange, Return or Refund for items listed in Mottainai Vintage collection, kintsugi collection, sale items, outlet items and personalized items (such as name-engraved) .
Damaged Item
If you receive a damaged item, you must e-mail us with photos of damaged items and its packaging (both inside packaging and outside box), within 24 hours of delivery. Include following information:
1. photos of damaged items
2. photos AND description of outer shipping box
3. photos AND description of inner packaging / product box.
Please provide your order number from your original confirmation e-mail or receipt, as well as your e-mail address and contact telephone number. We will make every reasonable effort to replace the item in a timely manner, if this is a possible option. If there is any damage to the packaging or product on delivery, refuse the order and contact us immediately.
If your package is insured, we may need you to fill insurance claim forms within 48 hours of receiving the document and send us confirmation. Or else we would not be able to send you replacement products.
No refund, exchange, replacement if you fail to include above listed information.
Payment Methods
Credit / Debit Cards
PAYPAL