Return and refund policy

NipponGoWholesale (Maddler inc)'s return and refund policy only allows for returns and refunds in the event of a product defect. on NipponGoWholesale (Maddler inc), you may be eligible to return it and get a refund by following the simple procedure set out in this Return and Refund Policy.

1. How do I make a return?

You can request a return only in the case of a product defect by following these steps:
Ⅰ.Please contact us through the contact form on our website regarding the return.. NipponGoWholesale (Maddler inc) account on NipponGoWholesale (Maddler inc).com or on the app to request a refund. If you do not have a NipponGoWholesale (Maddler inc) account, please click on “Save your Order” in your NipponGoWholesale (Maddler inc) order email to make a return.
Ⅱ. After receiving your email, our customer service will guide you on how to send the product back to our warehouse. Please note that you are responsible for the return shipping. in “Your Orders” and click on the “Return” button.
Ⅲ. Select the item(s) you would like to return and the reason for the return. Depending on the reason you selected, you may be required to provide further information related to the order. After you provide the required information, click the “Next Step” button to proceed.
Ⅳ. If there is no need to return your item, then your final step is simply to select your refund method. You may choose to receive your refund as a NipponGoWholesale (Maddler inc) credit balance or be credited back via your original payment method. Make your selection and click “Submit”.
Ⅴ. If you need to return your item(s), you will have the option to choose your return and refund methods. If you choose to have the package picked up, please prepare the return items and pack them carefully, then wait for the courier to pick up the package. SAGAWA logistics will pick it up at your door.
Ⅵ. You can check the refund status of your item(s) on your order details page or through NipponGoWholesale (Maddler inc)'s SMS/Email/Push notifications.

2. Refund timeline
Once we issue your refund, it takes additional time for your financial institution to make funds available in your account. Refer to the following table for more details.

3. Is the return shipping free?
Return shipping is free on your first return for EVERY order within 90 days from the date of purchase. If you have already returned items from an order and would like to return additional items from that same order, you can still do it as long as the 90-day window has not expired. For the second and subsequent refunds from the same order, you can use the return label we provide and pay a 550¥ shipping fee, which will be deducted from your refund.
4. How long do I have before making a return?
If an item is eligible for return and refund, you may return it within the return window of 90 days after the day of purchase. You are required to send back your return package within 14 days after you submit your refund in the return window. You may not return an item after the 90-day window, calculated from the date of purchase.
5. Can I return any product I bought on NipponGoWholesale (Maddler inc)?
Almost all items you bought on NipponGoWholesale (Maddler inc) are eligible for return and refund if you are not satisfied with them, with just a few exceptions:
- Clothing items that are worn, washed, damaged, with tags, packaging or hygiene sticker removed or in an incomplete set.
- Items that are labelled as non-refundable.
- Free gifts.
6. Refunds
- For refunds of the returned items, we will process your refunds after we receive the items and they pass quality inspection.
- For refunds of missing items or items not delivered, choose the corresponding reason after clicking “Return/other help” to request a refund or talk to our customer service personnel for help. The tracking information from the carrier decides whether an item had been delivered or not.
- Depending on your financial institution, refunds can take 5-14 business days (up to 30 days) to be credited to your original payment account. The original shipping fee is not refundable if your return is not a result of a NipponGoWholesale (Maddler inc)’s error. The insurance costs, if any, are also non-refundable.
- You can choose to accept NipponGoWholesale (Maddler inc) credits instead of a refund to the original payment method. Refunds to NipponGoWholesale (Maddler inc) credits are faster than your original payment method. NipponGoWholesale (Maddler inc) credits have no expiration date. The refunds to NipponGoWholesale (Maddler inc) credits cannot be reversed once the refunds are processed. NipponGoWholesale (Maddler inc) credits cannot be redeemed for cash and can only be used for purchases on NipponGoWholesale (Maddler inc). For more information about NipponGoWholesale (Maddler inc) credits, please visit: About credit balance.
- You may receive advanced refunds, where we will issue the refund after you dropped off your refund package. If we don't receive the returned items, we may charge your original payment method. The advanced refund will be granted based on your shopping history and at our sole discretion.
7. Important Notice:
- The sender's address on your package is NOT the return address. If you send the return package to that address, the processing time for your return may be delayed. You should only send the return package to the address on the return label we provide.
- Please make sure you don't accidentally include any item(s) in your return package that you do not wish to return. We will not be responsible for sending back those items to you.
If you have any questions about making a return or this policy, please contact our customer service.

Please note that generally, returns and refunds are not possible except in the case of a product defect. For inquiries about returns, please contact us through the Contact page.


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