Refund policy

Returns and Exchanges

In cases of obvious product defects, damage due to insufficient packaging, or incorrect delivery, we will accept returns, exchanges, or repairs within 5 days of the product's arrival. As these are made-to-order products, we cannot accept cancellations or returns due to customer preference. Returns and exchanges will not be accepted in the following cases:

  • If more than 4 days have passed since the product arrived and you have not contacted us.
  • If the product has been used and damaged or soiled by the customer.
  • If the return is due to customer preference, such as a difference in appearance or an incorrect quantity ordered.
  • If the return is due to the natural characteristics of wood products, such as knots, color variations, or differences in wood grain.
  • Damages caused by the customer’s usage, regardless of intent or negligence, such as cuts, dents, or everyday scratches.
  •  Damage to objects other than the product itself, such as floors or walls, as well as incidental damages like emotional distress.
  • Wear and tear considered reasonable aging, such as scratches, sagging, warping, sun fading, material cracks, discoloration, stains, or abrasion.
  • Cracks, warping, or failures due to direct sunlight, heating/cooling appliances, or installation environment.
  • Discoloration or damage caused by mold, chemical reactions with installation surfaces (e.g., walls), condensation, or humidity.
  • Damage or defects resulting from transportation, relocation, dropping, impact, pressure, or water exposure after delivery.
  • Defects or damage caused by fire, earthquakes, storms, lightning, salt damage, gas exposure, insect infestation, or other natural disasters.
  • Cases where the product was resold, either free or for a fee, as a second-hand item after initial use.
  • Intentional alterations, modifications, or processing of the product.
  • Defects or damages due to repairs or modifications conducted by parties other than our store.
  • Any other cases that our store deems ineligible for warranty coverage.
  • Malfunctions or theft resulting from tipping over due to wind or other accidents.
  • Installation using methods other than those recommended by our company.
  • Installation on walls that are not suitable for mounting.
  • Differences in color between the submitted design data or product photos and the actual product.
  • Variations due to natural differences in the material. 

Faulty or incorrect goods return policy

If you have received your parcel and realized a product is damaged or not what you ordered, please notify us immediately upon discovering the fault or error at contact@pieceofsign.com. Our customer service team will get back to you with a resolution within 3 business days. Once we have confirmed the fault or error, we will repair, replace, or refund the item. 

Exchanges 

For an exchange, once we receive your item back we will send out the new item. Please keep in mind that there will be a courier charge for return shipping, which may be higher than your initial shipping charge.

Customs and Import Duty for orders

Items for orders to countries outside Japan may be subject to customs duties and taxes levied by the destination country. For any parcel shipped outside Japan, you as the recipient will be liable for all import duties, customs and local sales taxes levied by the country you are shipping to.

If you refuse your delivery, you are responsible for the original delivery charges, any applicable tax and duties charges and the cost of returning the package. For more information regarding your country’s custom policies, please contact your local customs office. We will not grant a refund if you refuse an import fee.

Delivery Date

The estimated delivery date is for reference only. Delays may occur due to order volume, social conditions, natural disasters, traffic circumstances, or issues with the shipping carrier.
We regret that we cannot accept return or refund requests due to delayed delivery.