Refund policy

Returns & Refund Policy

At Kakemori, we want your shopping experience to feel simple and safe. Every hanging scroll is carefully described and photographed so you know exactly what you're ordering. And if something isn't quite right, we're here to help.

Order Cancellation

We understand that sometimes you may change your mind after placing an order. Our team works quickly to prepare shipments, but we still give you a short window to make changes if needed.

If you need to cancel, contact us at contact@kakemori.com within 6 hours of purchase.

After that time, your order will already be in processing and can no longer be cancelled.

Returns

We love making things easy for you — and we also ask that you make things easy for us. That means returns are always possible, but how they are handled depends on the reason.

To be eligible, items must be unused, undamaged, in the same condition as received, and returned in their original packaging.

Returns Covered by Us (Free of Charge)

If something went wrong on our side, we'll take full responsibility. You won't have to pay anything, and in some cases you won't even have to send the item back.

We'll refund or replace your order at no cost if:

Your hanging scroll has a production defect.
The wrong item was shipped.
The wrong size or design was shipped (different from your order).
The item was damaged during delivery.

In these cases, simply send us clear photos or videos within 30 days of delivery, and we'll arrange a refund or replacement.

Please note that this does not apply to free promotional items.

Returns Accepted at Customer's Expense

We completely understand that sometimes a piece may not suit your space or personal taste, even if it arrived exactly as ordered.

In these situations, returns are still accepted, but:

The customer is responsible for return shipping costs.
The item must be returned to our designated warehouse.
A $3.99 reconditioning and handling fee per order will be deducted from the refund to cover inspection and restocking.

Examples include:

The artwork isn't what you expected.
You changed your mind after receiving it.
You prefer a different design or size.
Any other personal reason unrelated to an error on our part.

Please note: Original shipping charges are non-refundable.

Promotional Offers

If your order was placed during a Buy 1, Get 1 50% Off promotion, refunds are adjusted to reflect the promotional pricing.

Both items returned → Full refund of the total amount paid.
Only the full-price item returned → Refund of the full-price item's purchase price.
Only the 50% off item returned → Because the remaining item no longer qualifies for the promotion, the order will be recalculated at regular price. Your refund will therefore be reduced by the promotional discount originally applied to the order.

This policy ensures promotional discounts are only applied when the qualifying purchase conditions are met.

Refunds

We aim to keep the refund process clear and efficient. Once your request is approved, you'll never be left wondering what happens next.

Refund requests must be submitted within 30 days of delivery.
Once your return is received and inspected, we'll notify you by email.
Approved refunds will be issued to your original payment method within 5–10 business days.

Gift Cards

Kakemori Gift Cards are delivered instantly by email and include simple instructions to redeem them at checkout. They're a convenient option when you're not sure which artwork to choose and want to let the recipient decide.

Gift cards are digital products, and all gift card sales are final. They are not eligible for promotions, cannot be exchanged for cash, and have no additional processing fees.

Gift cards do not expire and may be redeemed exclusively on kakemori.com, as long as the store remains operational.

If an order is paid fully or partially using a gift card, any approved refund will be issued back to a gift card. Refunds cannot be returned to the original payment method when a gift card has been been used.

Please note: Kakemori Gift Cards are digital only. We do not ship physical gift cards.

FAQ

Do you accept returns?

Yes. Returns are accepted as long as they meet the conditions outlined above.

How do I start a return?

Email us at contact@kakemori.com with your order number and reason for your request. If applicable, include clear photos or videos. We'll guide you through the entire process.