Refund policy

We want you to be happy with your HORIE tumbler. If something isn't right, here's how it works.

30-day returns
You have 30 days from the day your order arrives to request a return. To be eligible, the item must be unused, in its original condition, and in its original packaging.

To start a return, email us at info@horie.co.jp with your order number and a short note about why you'd like to return it. We'll reply with return instructions and the shipping address in Japan. Please don't send anything back before contacting us — items returned without a request can't be accepted.

Who pays for return shipping
If you've changed your mind, return shipping is your responsibility. Our workshop is in Niigata, Japan, so international return postage typically runs $40–80 depending on your carrier. We'd rather tell you this up front than surprise you later.

If the item arrived damaged, defective, or isn't what you ordered, we cover everything — return shipping, and a full refund or replacement, whichever you prefer.

Damaged or wrong items
Please open your package and check the item when it arrives. If anything is wrong, email us at info@horie.co.jp with a photo. We make every tumbler ourselves, so we'd like the chance to make it right.

What we can't take back
Engraved and other personalized items can't be returned or exchanged, because they're made for one person and can't be resold. This is why we email you a layout proof before we engrave — please check it carefully.

Gift cards are also non-returnable.

Exchanges
The quickest way to get the item you want is to return the one you have and place a new order. Once we receive and inspect your return, we'll refund you.

Customs duties and taxes
Any import duties or taxes you paid to your country's customs office are not refunded by us. Depending on where you live, you may be able to claim them back directly from your customs authority.

European Union: 14-day cooling-off period
If your order is shipped to the European Union, you have the right to cancel or return it within 14 days for any reason, without giving a justification. The item must be unused and in its original packaging.

Refunds
We'll email you once your return arrives and has been inspected. If it's approved, we'll refund your original payment method within 10 business days. Your bank or card issuer may take a few more days to post it.

If more than 15 business days have passed since we approved your refund and you haven't seen it, email us at info@horie.co.jp.