Refund & Return Policy

Every Murase Kabanko Randoseru is finished by hand and inspected before it leaves our Nagoya atelier. If the bag is not right for you, or if something is wrong with it, this is how we handle returns, exchanges, and refunds.

Return Window

You may return an eligible bag within 14 days of the delivery date. Contact us first, so we can send you return instructions and a shipping label if applicable.

Condition

To be eligible for a refund, the bag must be:

• Unused and undamaged
• Free of scent, marks, or wear
• Returned with all original packaging, dust bag, and documentation

We inspect every returned bag on arrival. If it shows signs of use, we may refuse the return or offer a partial refund reflecting the reduction in value.

Non-Returnable Items

• Personalised or monogrammed bags — these are made to order and cannot be returned unless faulty.
• Repair-service items — bags sent back to us for re-stitching, cleaning, or hardware replacement.
• Gift cards.

How to Return

1. Email our atelier with your order number and the reason for the return. We reply within one business day.
2. We send you a prepaid return label (for orders originally shipped within the US, EU, and UK) or instructions for return shipping (elsewhere).
3. Pack the bag carefully in its original packaging and hand it to the carrier.
4. Once it arrives and passes inspection, we issue your refund.

Refund Timeline

Refunds are issued to the original payment method within 5 business days of inspection. Depending on your bank, it can take a further 3 to 10 business days to appear on your statement.

Return Shipping Costs

• Faulty or incorrect items — we cover return shipping in full.
• Change of mind (US, EU, UK) — we cover return shipping.
• Change of mind (rest of world) — you cover return shipping. We recommend a tracked, insured carrier.

Import duties, taxes, or VAT paid on the original delivery are refundable only where the destination country's law provides for it. In most cases they are recoverable directly from your local customs authority.

Exchanges

If you would like a different colour or model, treat it as a return plus a new order — this is the fastest way to receive the new bag. We can hold the new bag against your name if stock is limited; just ask.

Faulty or Damaged Items

If your bag arrives damaged, or develops a manufacturing fault within the warranty period, photograph the issue and contact us within 48 hours (for shipping damage) or as soon as reasonably possible (for manufacturing faults). We will repair it, replace it, or refund it, at our option and in line with your statutory rights.

Consumers in the EU and UK

If you live in the European Union or the United Kingdom, you have a legal right to withdraw from your purchase within 14 days of receiving it, without giving a reason, in addition to the returns policy above. To exercise this right, notify us in writing before the 14 days expire, and return the bag within a further 14 days of that notification. This right does not apply to personalised items.

Your statutory rights in respect of faulty or misdescribed goods are unaffected by this policy.

Contact Us

For anything return-related, write to our atelier. We reply within one business day, in Japanese or English.