Refund policy
REFUND & RETURN POLICY — VOL.109
Last updated May 2026
ITEMS
Due to the nature of our inventory, the following product categories are considered final sale and are not eligible for returns, exchanges, or refunds, except where required by applicable law or as outlined in the Eligible Damage Claims section below.
Japanese magazines
Collectible printed materials
Vintage items
Imported collectibles
One-of-a-kind items
Accessories
Lashes
Beauty products
Hygiene-related items
All sales are considered final at the time of purchase. By completing your order, you acknowledge and accept the terms outlined in this policy.
Accessories, lashes, beauty products, and hygiene-related items cannot be returned or exchanged once sold, except where required by applicable law, regardless of whether they have been opened or used.
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ELIGIBLE DAMAGE CLAIMS
VOL.109 will consider a claim only in the following two circumstances:
1. Wrong item received — You received a product that is materially different from what you ordered (different title, model, or variant).
2. Major undisclosed damage — The item arrived with significant structural damage that was not mentioned or photographed in the product listing at the time of purchase.
The following do not constitute damage and are not eligible for a claim: minor shelf wear, corner wear, age-related marks, light surface scratches, fading consistent with age or import handling, slight discoloration, or any packaging imperfections typical of vintage, imported, or out-of-print items. These characteristics are disclosed as part of our Collectible & Imported Items policy and are considered part of the item's nature.
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WHAT DOES NOT QUALIFY
The following situations are explicitly excluded and will not be accepted as grounds for a return, refund, or exchange:
Change of mind
Ordered by mistake
No longer wanted
Didn't read the description
Found it cheaper elsewhere
Delayed by carrier
Customs delay
Expected faster shipping
Buyer's remorse in any form is not a valid basis for a claim. We encourage all customers to read product listings, condition notes, and this policy carefully before completing a purchase. If you have questions about a specific item's condition, contact us before ordering.
Minor cosmetic imperfections on collectible, vintage, or imported items — including but not limited to shelf wear, corner softening, light scuffs, or age marks — are properties of the item and were priced accordingly. These will not be accepted as damage claims.
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CLAIM REVIEW PROCESS
If you believe your situation qualifies under the criteria above, follow these steps exactly. Claims that do not meet all requirements may be denied without further review.
1
Contact us within 7 calendar days of the delivery date shown on your tracking information. Claims submitted after this window will not be considered.
2
Include your order number in your message.
3
Attach clear photos of the item showing the issue — multiple angles if applicable.
4
Attach photos of the original packaging exactly as received, including any visible damage to the exterior.
5
Be prepared to provide photos of the shipping label if requested by our team.
Claims submitted without sufficient photo evidence will be denied. We reserve the right to request additional documentation before making a determination. Submitting a claim does not guarantee approval.
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APPROVED RESOLUTIONS
If your claim is reviewed and approved, VOL.109 reserves the right to determine the most appropriate resolution based on the nature of the issue, item availability, and order circumstances. Resolutions may include any of the following:
Replacement
If the same item is available
Store credit
Applied to your account
Partial refund
Based on item condition
Full refund
At our sole discretion
VOL.109 retains sole discretion in determining the appropriate resolution. The customer's preferred outcome is taken into consideration but is not guaranteed. Approved refunds will be processed to the original payment method and may take 5–10 business days to appear depending on your bank or payment provider.
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FRAUD PROTECTION
VOL.109 takes the integrity of our claim process seriously. We reserve the right to deny claims that appear to be fraudulent, exaggerated, or filed in bad faith.
Customers who submit false damage claims, misrepresent the condition of received items, manipulate or fabricate photo evidence, or engage in patterns of abusive refund behavior may be subject to account restrictions, claim limitations, or refusal of future orders at VOL.109's discretion.
Chargeback & payment dispute notice
Customers who initiate payment disputes, chargebacks, or claims through their bank or payment provider without first contacting VOL.109 to seek resolution may become ineligible for future purchases. Given the collectible, imported, and one-of-a-kind nature of our inventory, we strongly encourage all customers to reach out to us directly before escalating to their financial institution. We are committed to working toward a fair outcome on every legitimate concern.
This policy exists to protect both our customers and our business, and we apply it consistently and in good faith.
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CONTACT US
To submit a damage claim or ask a question about this policy, please reach out at [your store email] or through the contact form on our website.
Include your order number and all required documentation in your initial message to avoid delays. We aim to respond to all inquiries within 1–3 business days.
If you have a question about a product's condition before purchasing, we encourage you to contact us first — we are always happy to provide additional details or photos prior to your order.