At GOYOKIKIYA COMPASS, we purchase products only from trusted sellers.
We also carry out checks so that we do not deliver items that are not genuine.
If you believe an item delivered to you may not be genuine, please follow the steps below and contact our Customer Concierge. If it is confirmed that the item is not genuine, we will refund the price of the item in question.
How the Process Works
- Take photos of the item delivered to you.
- Take photos of all six sides of the item (top, bottom, left, right, front and back), as well as anything that can serve as a clue, such as tags and serial numbers.
- Also take photos of the areas that led you to believe the item is not genuine (for example, poor print quality, rough stitching, or a color that differs from the genuine product).
- Contact our Customer Concierge.
- Please keep the delivered item as it is and refrain from using it.
- We will check whether the item is genuine based on the information you provide.
- We will compare the information you provide with the features, photos and other details of the delivered item that we have recorded and kept.
- We may ask you to take additional photos or videos.
- The determination of whether the item is genuine is left to us. Thank you for your understanding.
- If it is confirmed that the item is not genuine, we will refund the price of the item in question.
- Refunds are generally issued to the credit card or other payment method you used. The refund method is left to our discretion.
- After the refund is complete, you will be asked to destroy the delivered item yourself, following our instructions (that is, to intentionally damage the item so that it cannot be used, and then discard it).
Important Notes
- The determination of whether the delivered item is genuine is left to us. If you do not accept our determination, we will investigate again at your request; however, the final decision on whether a refund is due rests with us.
- You must start this guarantee procedure within 3 days of delivery of the item. If you make a request after that period, you cannot use this procedure, so please take note. * The delivery date is based on the delivery completion date recorded in the carrier's shipping history.
- This guarantee requires that the item be unused. If the condition of the item has changed (or appears to have changed) after delivery, for example through use, you cannot use this guarantee.
- The refund amount is limited to a maximum of 300,000 Japanese yen.
- This guarantee covers only issues related to whether the item is genuine. Malfunctions or defects of the item unrelated to whether it is genuine are not covered by this guarantee.