Returns & Exchange Policy (Physical Products)

1. Return / Exchange Period

Returns and exchanges are accepted only if you contact us (support@print-saku.com) within 7 days of receiving the product.

Requests made on the 8th day or later cannot, in principle, be accepted.

2. Conditions for Returns

Returns for customer-convenience reasons may be accepted only when all of the following are met:

・The item is unused and unopened (packaging, accessories, tags, etc. all present)

・You contacted us within 7 days of delivery

・The item is in the same condition as at the time of sale, without soiling, damage, or odor

The following cannot be returned for customer-convenience reasons: custom-made items produced to your own data or specifications, opened items, and sale items explicitly marked as "non-returnable".

3. Return Shipping Costs

[Customer-convenience returns] (e.g. different from expectation, wrong size desired): return shipping and any refund transfer fees are borne by the customer.

[Our fault] (defective or wrong item shipped): all costs, including return and re-shipping, are borne by us.

4. Defective or Wrongly Shipped Items

If the delivered item has an obvious defect (breakage, severe deformation, missing parts, etc.) or differs from your order, please contact support@print-saku.com within 7 days of delivery.

We may ask you to send photos of the defect for verification.

After verification, we will exchange the item for a good one or issue a full refund. If no replacement stock is available, we will refund instead.

5. Refund Method and Timing

Refunds are, in principle, issued to the credit card used at checkout (via Stripe).

After we receive and inspect the returned item, refunds are normally processed within 7 business days. The time it appears on your card statement may vary depending on your card issuer.

6. Notes on Overseas Shipments (from China)

Most products ship from within Japan, but some products may ship from China (overseas). For overseas shipments, the shipping origin is indicated on the product page or at order confirmation.

Overseas shipments may take longer to arrive. For customer-convenience returns, international return shipping costs are borne by the customer.

Even for overseas shipments, defective or wrongly shipped items are handled the same as domestic shipments (exchange / refund), with costs borne by us.

7. Refund of Handling Included in the Lead-time Option Fee

In this section, handling means the handling component included in the lead-time option fee for same-day, next-day, or 2-day dispatch. Quotes and order details include it in the option fee and identify its amount excluding tax.

When you choose same-day, next-day, or second-day shipping, an handling component (tax excluded, added up to a cap based on the combined total of setup, printing and material costs) is charged in addition to the product price. Same-day shipping is capped at ¥3,000 (tax excluded) and will not exceed 60% of the combined setup, printing and material costs; next-day shipping is capped at ¥2,000 and will not exceed 40% of that total; second-day shipping is capped at ¥1,000 and will not exceed 20% of that total (3–10-day dispatch has no handling component). This fee is combined with the product price and subject to consumption tax; the handling amount excluding tax and the order total including tax can be confirmed on the final confirmation screen before your order is placed. If an order is cancelled or changed, whether this fee is refunded is determined first by which side the cause lies with.

[Our fault] If we are unable to ship by the selected expedited date due to equipment failure, scheduling constraints, a failed print, or other reasons on our side, we will refund the full handling component regardless of production progress.

[Customer-side reasons] If the cause is on your side — such as a change to the order content, a defect in the uploaded data, or a cancellation for your own convenience — the refund amount (partial or full) will be determined based on how far production had progressed (data check, slicing, printing started, printing completed, etc.) at the time of your request, and we will contact you with the specific amount. However, data created in the Workshop (our AI design assistance feature) is not treated as "a defect in the uploaded data": if we determine that Workshop-created data is difficult to print, we treat this as a reason on our side and refund the full order amount, including the handling fee.

Returns and exchanges of the product price itself are governed by Sections 1–4 of this policy and our Terms of Service.