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 return within 14 calendar days of receiving your order.

To start a return, please contact us at support@tinyl.co.jp before sending the product back.

Return requests submitted after the applicable return period may not be accepted, except where otherwise required by applicable law.

Products returned without prior authorization or without following the return instructions provided by TINYL may not be accepted.

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.

TINYL reserves the right to reject a return or make a reasonable deduction from the refund if the returned product shows signs of use, damage, excessive handling, missing accessories, incomplete packaging, or any other reduction in value, where permitted by applicable law.

3. Change-of-Mind Returns

A change-of-mind return includes, but is not limited to, returns requested because:

• You no longer want or need the product;
• You do not like the product;
• You ordered the wrong model or color;
• The product does not meet your personal preferences or expectations, but is otherwise consistent with its description and functions normally; or
• You changed your purchasing decision after receiving the product.

For change-of-mind returns:

• You are responsible for all costs of returning the product to the designated return address;
• The original outbound shipping cost incurred by TINYL is non-refundable and may be deducted from your refund;
• If your original order qualified for free shipping, the actual outbound shipping cost paid by TINYL may still be deducted from your refund; and
• Any customs duties, import taxes, brokerage fees, payment-processing charges, or other non-refundable costs incurred in connection with the order may also be deducted where permitted by applicable law.

Where applicable law requires TINYL to refund the original standard delivery cost, we will comply with that requirement. Any additional cost resulting from an expedited, express, or premium shipping option selected by the customer will not be refunded.

This section does not apply to products confirmed to be defective, damaged in transit, incomplete, or incorrectly shipped.

4. Incorrect, Defective, Damaged, or Incomplete Products

Please contact us as soon as possible if:

• You received a product different from the one you ordered;
• The product arrived damaged;
• The product is defective or does not function as described; or
• An included accessory, cable, component, or other item is missing.

Please email support@tinyl.co.jp and provide:

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

We may first provide troubleshooting instructions to determine whether the issue can be resolved without returning the product.

Once the issue has been reviewed and confirmed, TINYL will provide an appropriate solution based on the circumstances. This may include:

• Technical support or troubleshooting;
• Replacement parts or accessories;
• Repair;
• Replacement of the product;
• A partial refund; or
• A full refund.

For confirmed incorrect, defective, damaged, or incomplete products, TINYL will arrange or cover reasonable return, repair, or replacement shipping costs.

Please do not return the product without first receiving instructions from us.

5. Packaging Damage

Minor damage to the outer shipping carton alone will not normally be considered product damage.

However, if the product itself or its retail packaging is significantly damaged, please contact us and provide clear photos for review.

Claims relating to shipping damage should be submitted as soon as reasonably possible after delivery so that we can investigate the issue with the carrier.

Please retain the product, all packaging materials, and the shipping label until the claim has been resolved.

6. Return Shipping

After your return request has been approved, we will provide you with the applicable return address and instructions.

Unless otherwise agreed in writing, products must be returned to the address specified by TINYL. Please do not return products to the address shown on the original shipping label, as this may not be the correct return location.

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

We strongly recommend using a trackable and insured shipping service and retaining your shipping receipt and tracking information.

TINYL is not responsible for return packages that are lost, misdelivered, or damaged before reaching the designated return address.

The customer remains responsible for the returned product until it has been successfully delivered to and received at the designated return location.

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

After the returned product has been received, we will inspect it to confirm:

• Its physical and functional condition;
• Whether all accessories, manuals, cables, and components are included;
• Whether the original packaging is complete;
• Whether the serial number matches the returned order; and
• Whether the return meets the conditions of this policy.

We will notify you whether the refund has been approved, partially approved, or rejected.

Approved refunds will generally be issued to the original payment method within 10 business days after the inspection is completed.

Where applicable law requires a different refund period, we will process the refund within the legally required period.

The time required for the refund to appear in your account may vary depending on your bank, card issuer, Shopify payment provider, PayPal, or other payment service.

TINYL is not responsible for processing delays caused by banks or payment providers after the refund has been issued.

9. Refund Deductions

Where permitted by applicable law, deductions may be made from the refund for:

• The original outbound shipping cost for a change-of-mind return;
• Return shipping paid in advance by TINYL on the customer’s behalf;
• Missing accessories, manuals, cables, packaging, or other included items;
• Damage or excessive handling that reduces the product’s value;
• Cleaning, testing, repackaging, or restoration reasonably required to return the product to a resalable condition;
• Customs duties, import taxes, brokerage fees, carrier charges, or other non-refundable third-party costs;
• Payment-processing charges that are not returned to TINYL by the payment provider; or
• Any other reasonable costs resulting from the customer’s actions, where legally permitted.

We will explain any deduction before completing the refund.

No shipping-related deductions will be made where the return is caused by a confirmed defective, damaged, incomplete, or incorrectly shipped product for which TINYL is responsible.

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.

TINYL is not responsible for delivery failure, incorrect delivery, delays, loss, or additional costs caused by inaccurate or incomplete shipping information provided by the customer.

11. Unclaimed, Refused, or Undeliverable Packages

If a package is returned to us because of:

• An incorrect or incomplete address;
• Failure to collect the package within the carrier’s holding period;
• Refusal of delivery without a valid product-related reason;
• Failure to complete customs clearance;
• Failure to pay applicable import duties or taxes; or
• Another unsuccessful delivery caused by the recipient,

we may deduct the following costs from the refund, where permitted by applicable law:

• The original outbound shipping cost;
• The return shipping cost;
• Customs duties or taxes charged to TINYL;
• Carrier handling or storage charges; and
• Other reasonable processing costs arising from the failed delivery.

If the customer requests reshipment, all additional shipping, customs, and handling costs must be paid before the order is sent again.

A package refused because it is no longer wanted will be treated as a change-of-mind return and must meet all return eligibility requirements.

Refusing delivery does not automatically guarantee a full refund.

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, the original outbound shipping cost, return shipping cost, and other reasonable costs may be deducted from the refund.

13. Returns That May Not Be Accepted

Unless otherwise required by applicable law, we may be unable to accept a return when:

• 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

If an order includes a complimentary gift, promotional product, bundle item, or free accessory, all included items must be returned together to receive a full refund.

If any promotional or bundled item is missing, used, damaged, or not returned, its stated retail value or reasonable value may be deducted from the refund, where permitted by applicable law.

If only part of a bundle is returned, the refund may be recalculated based on the regular price of the items retained by the customer rather than the discounted bundle price.

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.