Refund policy

We want you to be satisfied with your TINYL purchase. Please read the following policy carefully before requesting a return, replacement, or refund.

1. Return Request Period

You may request a change-of-mind return within 14 calendar days of receiving your order. To start a return, contact us at support@tinyl.co.jp before sending the product back.

This 14-day period applies to change-of-mind returns. It does not limit claims for quality issues covered by our one-year product warranty or your mandatory rights under applicable law. Incorrect products, visible shipping damage, and missing items should be reported as described in Section 4.

Change-of-mind requests submitted after the applicable period, or products returned without prior authorization or without following our return instructions, may not be accepted, except where applicable law requires otherwise.

2. Return Eligibility

To be eligible for a change-of-mind return:

• The product must be unused and in its original condition;
• The product may only have been inspected to the extent reasonably necessary to confirm its appearance, condition, and basic functionality;
• All original accessories, cables, manuals, labels, protective materials, and packaging must be included;
• The product must be returned in a condition suitable for resale;
• The product serial number must remain intact and verifiable; and
• A valid order number or proof of purchase must be provided.

For damage or missing items, any deduction will be based on actual loss and explained under Section 9. Gift and bundle returns are handled under Section 14. We may reject returns that do not meet the applicable eligibility conditions, subject to your mandatory rights under applicable law.

3. Change-of-Mind Returns

A change-of-mind return includes returns requested because you no longer want or need the product, ordered the wrong model or color, or find that the product does not meet your personal preferences, provided it matches its description and functions normally.

• You are responsible for arranging and paying for return shipping.
• The actual original outbound shipping cost paid by TINYL will be deducted from your refund, including when your order originally qualified for free shipping.
• Any deduction for damage or missing items will be based on actual loss, as explained in Section 9.

We do not deduct routine inspection, cleaning, repackaging, or payment-processing fees.

Packages returned due to failed delivery, refusal, or failure to collect are handled under Section 11. For those returns, only the fixed US$9.99 fee applies; the original outbound shipping cost will not be deducted separately.

This section does not apply to confirmed defective, incorrectly shipped, incomplete, or transit-damaged products. Where applicable law requires the original standard delivery cost to be refunded, we will comply.

4. Incorrect, Defective, Damaged, or Incomplete Products

Please inspect your order promptly upon receipt to confirm that you received the correct product, that there is no visible shipping damage, and that all included items are present.

If you receive an incorrect product, discover visible shipping damage, or find missing items, please contact us within 7 calendar days of receiving your order. Email support@tinyl.co.jp and provide:

• Your order number and a clear description of the issue;
• Relevant photos or a short video showing the issue;
• A photo of the product serial number, where applicable; and
• Photos of the shipping carton, retail packaging, and shipping label, where relevant.

Please retain the packaging and shipping label until the investigation is complete. We will review the available evidence and may request a return inspection to determine the cause of the issue and the appropriate resolution. Reporting an issue within this period does not automatically qualify the order for a refund or free replacement.

Damage caused by misuse, accidental drops, liquid exposure, an incorrect power supply, unauthorized disassembly or modification, or other customer-caused damage is not covered by our free remedies for incorrect, defective, or transit-damaged products.

Issues reported after 7 calendar days will be assessed based on the circumstances and available evidence. This reporting period does not limit claims for defects covered by the product warranty or any mandatory rights under applicable consumer-protection laws. For other quality issues, please contact us promptly after discovering the issue.

We may first provide troubleshooting instructions. Once the issue has been reviewed and confirmed, an appropriate solution may include technical support, replacement parts, repair, product replacement, a partial refund, or a full refund, subject to applicable law.

For confirmed incorrect, defective, damaged, or incomplete products, TINYL will cover reasonable shipping costs required to resolve the issue. If a return is required, please send the product back according to Section 6. Do not return it before receiving our instructions.

5. Packaging Damage

Minor damage to the outer shipping carton alone will not normally be considered product damage. If the product itself or its retail packaging is significantly damaged, please provide clear photos for review.

Please report visible shipping damage within 7 calendar days of receiving your order, as described in Section 4. Retain the product, packaging materials, and shipping label until the claim is resolved. Later reports will be assessed based on the circumstances and available evidence, without limiting your warranty or mandatory legal rights.

6. Return Shipping

After your return request has been approved, we will provide the designated return address and shipping instructions. Please do not return the product to the address on the original shipping label unless we instruct you to do so.

For change-of-mind returns, you are responsible for arranging and paying for return shipping.

For defective, incorrectly shipped, transit-damaged, or incomplete products approved for return, you are responsible for sending the product back according to our instructions. Please confirm the shipping method and cost with us before sending the product.

You will need to pay the return shipping cost upfront and retain a valid shipping receipt. After we receive and inspect the returned product and verify that the issue qualifies for reimbursement, we will reimburse the previously agreed reasonable return shipping cost within 5 business days of completing the inspection. Inspection will be completed within the 3-business-day period stated in Section 8.

If inspection shows that the damage was caused by misuse or another cause not covered by this policy, we will explain our findings and the basis for any decision not to reimburse the return shipping cost.

Please pack the product securely, use a trackable shipping service, and retain your shipping receipt and tracking information. We recommend insurance.

If a return package is lost, misdelivered, or damaged in transit, please contact us promptly. As the sender, you may need to initiate an investigation or claim with the carrier, and we will provide reasonable assistance. Refunds for returned products will normally be processed after they reach our designated return address. If a package does not arrive, we will review the circumstances, shipping evidence, and any carrier investigation before determining the appropriate resolution.

Any deduction for additional damage caused by inadequate return packaging will be based on evidence and actual loss, subject to applicable law. Your mandatory consumer rights remain unaffected.

7. Return Deadline

Once your return request has been approved, you must send the product back within 14 calendar days, unless we provide a different deadline in writing or applicable law provides otherwise.

A return may be rejected if the product is not shipped within the specified period.

8. Inspection and Refunds

We will inspect your returned product within 3 business days of receiving it and notify you whether your refund is approved, partially approved, or rejected. If any deduction or rejection applies, we will explain the reason and the basis for our decision.

Approved refunds will be issued to your original payment method within 5 business days of approval. The time required for the refund to appear in your account depends on your bank or payment provider.

Where applicable law requires a shorter refund period or a different starting point for that period, we will comply with those requirements.

9. Refund Deductions

For eligible change-of-mind returns, we may deduct:

• The actual original outbound shipping cost paid by TINYL, including for orders that originally qualified for free shipping;
• Return shipping costs paid by TINYL on your behalf, if you agreed to those costs in advance; and
• The actual loss caused by damage occurring while the product was in your care or by missing accessories or other included items, subject to the gift and bundle rules in Section 14.

Any deduction for damage or missing items will reflect the actual reduction in value or the actual cost of replacing the missing items, without charging twice for the same loss. We will explain the amount and basis of each deduction before completing your refund and provide supporting details where relevant.

No routine inspection, cleaning, repackaging, payment-processing, or unspecified handling fees will be deducted.

For confirmed quality issues, incorrectly shipped or incomplete products, or products damaged in transit to you, no return-processing fees will be charged. TINYL will cover reasonable shipping costs required to resolve the issue, with return shipping reimbursed under Section 6.

For packages covered by Section 11, only the fixed US$9.99 fee will be deducted. No additional deductions under this section will apply to those returns. All deductions are subject to applicable consumer-protection laws.

10. Incorrect or Incomplete Shipping Information

Customers are responsible for providing complete and accurate shipping information when placing an order.

Please check your name, address, postal code, telephone number, and other delivery information carefully before submitting your order.

If you notice an error, contact us immediately at support@tinyl.co.jp. We will try to update the information before shipment, but changes cannot be guaranteed once the order has entered processing or has been dispatched.

Inaccurate or incomplete shipping information may cause delivery failure, incorrect delivery, delays, or loss. If the package is returned to us, the fixed fee in Section 11 applies.

11. Unclaimed, Refused, or Undeliverable Packages

If your package is returned to us due to an incorrect or incomplete address, failure to collect it within the carrier's holding period, refusal of delivery, or failure to complete customs clearance or pay applicable import duties or taxes, we will refund your returned order after deducting a fixed fee of US$9.99 to cover shipping and handling.

No additional outbound shipping, return shipping, customs, storage, or processing fees will be deducted from your refund for the failed delivery.

This fee does not apply if the return was caused by an error on our part, a confirmed product defect, shipping damage, or an error by the shipping provider.

If you would prefer reshipment, please contact us to arrange it and confirm any applicable reshipping charge before the order is sent again.

Your mandatory rights under applicable consumer-protection laws remain unaffected.

12. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at support@tinyl.co.jp.

We will make reasonable efforts to cancel the order before shipment. However, cancellation cannot be guaranteed once the order has entered processing, been transferred to a fulfillment partner, or been dispatched.

If the order has already been shipped, the customer must receive the product and follow the applicable return process.

Please do not refuse delivery unless instructed to do so by TINYL.

If a shipped order is refused due to a change of mind and returned to us, only the fixed US$9.99 fee described in Section 11 will be deducted from the refund.

13. Returns That May Not Be Accepted

For change-of-mind returns, we may be unable to accept a return in the following circumstances, subject to Sections 9 and 14 and applicable law. These conditions do not exclude remedies for confirmed defects, incorrectly shipped or incomplete products, or shipping damage:

• The return request is submitted after the applicable return period;
• The product has been used beyond what is reasonably necessary for inspection;
• The product has been damaged by misuse, accident, liquid, impact, neglect, improper storage, or failure to follow the instructions;
• The product has been disassembled, modified, repaired, or altered without authorization from TINYL;
• The product has been damaged by incompatible equipment, an incorrect power supply, or improper installation;
• The returned product is missing important accessories, components, packaging, or identifying information;
• The product serial number has been removed, altered, damaged, or cannot be verified;
• The product returned is different from the product originally purchased;
• The product was marked as final sale and the restriction was clearly disclosed before purchase; or
• The product was not purchased directly from the official TINYL online store.

Products purchased from an authorized retailer, crowdfunding platform, marketplace, distributor, or another sales channel must normally be returned through the original place of purchase and are subject to that seller’s return policy.

14. Gifts, Bundles, and Promotional Items

Items purchased as part of a bundle may be returned individually, provided they meet the applicable return conditions.

For partial bundle returns, the refund will be based on the portion of the actual purchase price allocated to the returned items. If individual item prices were not specified at checkout, the bundle price will be allocated proportionally using each item's standalone price at the time of purchase. Items you keep will not be repriced at their full standalone prices.

For change-of-mind returns, please return any complimentary gift associated with the returned items. If the gift is missing or damaged, a deduction may be made only up to the gift value clearly disclosed at the time of purchase. If no value was disclosed, no deduction will be made for the gift.

For returns caused by a confirmed product defect, an incorrectly shipped item, or shipping damage, no deduction will be made solely because an accompanying complimentary gift has been used normally.

We will explain the amount and basis of any deduction before completing your refund. The same loss will not be deducted more than once. Any other applicable deductions remain subject to Sections 9 and 11 and applicable consumer-protection laws.

15. Customs Duties and Import Taxes

Customers are responsible for customs duties, import taxes, and other fees imposed by the destination country unless otherwise stated at checkout.

Customs duties and import taxes paid directly to customs authorities, carriers, or other third parties are generally non-refundable by TINYL.

For change-of-mind returns, the customer is responsible for any customs documentation, export procedures, or charges required to return the product.

TINYL is not responsible for returned products that are delayed, rejected, or charged additional fees because the return shipment was incorrectly declared.

16. Consumer Rights

Nothing in this policy limits or excludes any mandatory rights or remedies available to consumers under the laws applicable to their purchase.

Where applicable consumer-protection laws provide rights, refund requirements, warranty remedies, or return conditions that are more favorable than this policy, those legal requirements will apply.

17. Contact Us

To request a return, replacement, repair, or refund, please contact:

TINYL Customer Support
Email: support@tinyl.co.jp

Please include your order number and a clear description of your request.

We will review your request and provide the applicable return address, required documents, and further instructions.