Refund policy

Return & Refund Policy

As all items are made-to-order, we do not accept returns or exchanges unless the item is defective or incorrect.

Damages and Issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Non-Returnable Items As our products are custom-made, we are unable to accept returns for change of mind. We also do not accept returns on sale items or gift cards.

How to Request a Return To start a return for a defective or incorrect item, please contact us at support@fruitsfactory.design within 8 days of receiving your order. If your return is accepted, we'll provide instructions on how to send your package to:

12-12, Osaka Ekimae Dai-2 Building, 1-2-2 Umeda, Kita-ku, Osaka-shi, Osaka 530-0001, Japan

Return shipping costs for defective or incorrect items will be covered by us.

European Union — 14-Day Cooling Off Period Please note that our products are custom-made to order and are therefore exempt from the EU 14-day right of withdrawal under Article 16(c) of the Consumer Rights Directive. As such, we are unable to accept returns or cancellations once production has begun, except in cases of defective or incorrect items.

Refunds Once we receive and inspect your return, we will notify you of the approval status. If approved, you'll be refunded to your original payment method within 10 business days. Please note that your bank or credit card company may require additional processing time. If more than 15 business days have passed since approval, please contact us at support@fruitsfactory.design.