Return Policy

Refund & Return Policy

Obaachan Atelier

Please note that we do not offer free returns. Return shipping charges apply unless the item is defective, damaged, or incorrect.

Returns

Can I return my order? Yes, you can.

If you are not satisfied with the items you have ordered, you have the option to return them within 30 days of receipt.

In this case, the order must meet the following conditions:

The order still contains all appropriate parts, components, and the packaging has arrived in the same condition as the product.
Normal handling of the product is evident; breakage due to careless handling is excluded.
Products for which hygiene is important have been thoroughly cleaned before the return process begins.
Any product defect has been identified immediately upon receipt.

We are entitled to charge the customer for return shipping costs.

A return will be processed within 7 business days, and if the conditions are met, the return will be officially acknowledged within this period.

We reserve the right to refuse returned items if we suspect that the items have been used or damaged through no fault of our own.

How to Return Your Order

If your order meets the above conditions, please follow these steps to initiate the returns process:

Send an email to: support@obaachan-atelier.com
Make sure the email contains the following:
- Order number
- Reason for the return request
- Photo of the product in case of damage
- First name and last name of the customer
- Address of the customer

We will then contact you and provide you with the return address.

Important: Never send the return to the sender address on your package. We will send you the correct return address after you have contacted us. Returns sent without prior approval cannot be processed.

The customer is responsible for the shipping costs of returning the product, unless the item arrived damaged, defective, or incorrect.

Return Address

All approved returns should be sent to our designated return center in Japan:

Obaachan Atelier - Returns Center Yamato Logistics Center 1-2-3 Shinagawa, Minato-ku Tokyo 108-0075 Japan

(Please do not send returns to this address without first contacting us for a Return Authorization. The return address may be updated; always confirm with our support team before shipping.)

Order Cancellation

Before dispatch: If you need to cancel your order, please contact us at support@obaachan-atelier.com as soon as possible. If your order has not yet been shipped, we will gladly process the cancellation and issue a full refund.

After dispatch: As we use a fully automated system, orders are processed as soon as they are placed. Once your order has been dispatched, cancellation is not possible. Please wait until you receive the package and then initiate a return in accordance with this policy. The item must be returned in its original condition and packaging to be eligible for a refund, depending on the reason for the return.

A. Right of Withdrawal

If you are a consumer (a natural person entering into a legal transaction for purposes not predominantly related to their commercial or professional activity), you have a right of withdrawal in accordance with the following provisions:

Withdrawal Period

The withdrawal period is 14 days from the day on which you or a third party named by you (who is not the carrier) has received or accepted the last goods.

To exercise your right of withdrawal, you must inform us (Obaachan Atelier / Scaleon Limited) by means of a clear declaration (e.g., by email to support@obaachan-atelier.com) of your decision to withdraw from this contract. The withdrawal is completed when we have received the returned goods. The cost of returning the goods shall be borne by the buyer.

Packages in Transit

If goods have already been dispatched to you, cancellation is not possible while in transit. Please wait until you have received the goods and then return them to us. You may of course notify us of your withdrawal in advance.

In order to guarantee you the fastest possible return processing, we ask you to send us a shipping confirmation once you have sent the return.

Consequences of Withdrawal

If you withdraw from this contract, we must refund all payments we have received from you, with the exception of delivery costs (and any additional costs resulting from the fact that you chose a type of delivery other than the cheapest standard delivery offered by us), without delay and at the latest within 14 days of the day on which we receive notification of your withdrawal and receipt of the goods.

For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you. In no case will you be charged for this repayment.

Damaged or Defective Products

If a product arrives damaged or has a manufacturing defect, we offer the following options at your choice:

A free replacement shipped at no additional cost to the customer, or
A full refund to your original payment method.

To request a replacement or refund, customers must contact us at support@obaachan-atelier.com within 7 days of delivery and provide proof of the damage or defect (such as photos or videos). Once the issue is verified, we will process your chosen resolution as quickly as possible.

You will not incur any additional costs for returns related to damaged or defective items. Return shipping for such cases is covered by Obaachan Atelier.

Contact Us

For any questions about returns, exchanges, or refunds, please contact:

Email: support@obaachan-atelier.com Website: obaachan-atelier.com

Language