Returns & Exchanges

At our online store, we take every possible measure to ensure product quality so that you can shop with confidence. When your order arrives, please check that the items match your order and that there is no damage or defect.

Returns, Exchanges, and Cancellations Due to Customer Convenience

All products in our online store are, as a rule, made to order. For this reason, we are unable to accept returns, exchanges, or cancellations for reasons attributable to the customer, including but not limited to:

• The product differs from your expectations
• The wrong size or quantity was ordered
• The product could not be installed
• The product is no longer needed
• Other reasons of customer convenience

In addition, because production begins once your order is confirmed, we cannot accept cancellations for customer reasons after order confirmation. Please carefully review the product dimensions, specifications, and notes before placing your order.

Defective or Incorrect Products

If there is a problem attributable to us—such as damage, a defect, or delivery of the wrong item—please contact us within 7 days of the product's arrival. After confirming the details, we will respond with an exchange or a refund.

Please note that we are unable to respond in the following cases:

• More than 8 days have passed since the product arrived
• Scratches, damage, stains, or deformation caused by the customer's use, installation, or storage
• The product was returned without contacting us in advance

Return / Exchange Procedure

If there is a problem attributable to us—such as product damage, damage caused during shipping, or delivery of the wrong item—please contact us by email within 7 days of the product's arrival. After reviewing your inquiry, we will guide you through the return or exchange process. Please note that we may be unable to accept items returned without prior notice.

Refunds

When a refund is due, we will process it, as a rule, within approximately 7 business days after the returned item arrives and its condition has been confirmed. The refund will be issued according to the payment method used for your order.

About Natural Wood Products

Our products are made from natural wood. Variations in grain, knots, color, scent, fine cracks, warping, and slight differences in dimensions are inherent characteristics of natural materials. In addition, wood may shrink or expand due to changes in humidity, temperature, or the environment in which it is used, which can result in warping or cracking. These are natural properties of wood and do not constitute defects. We hope you will appreciate the unique expression and individuality of each piece of wood.

About Product Photos

We photograph our products so that the colors appear as close to the actual items as possible. However, colors may look different from the actual product depending on your monitor or smartphone display settings. Thank you for your understanding.

Contact

For inquiries regarding returns and exchanges, please contact:

MATSUI INDUSTRIES CO., LTD.
Email: contact@matsui-pallet.com

Support hours: Weekdays 8:00 AM – 5:00 PM (JST) (Inquiries received on weekends and holidays will be handled in order from the next business day.)