Return / Cancellation Request Form (for EEA)

If you have confirmed the defect with the product you purchased, we would like to apologize for the inconvenience, but from the initial defective reception form within 7 days after the product arrives.Inquiryplease.

InquiryWhat you want to check before

• Please prepare an image that allows you to confirm the problem of the product.
• Plush、MascotThe product has a good quality standard. DetailsThis pagePlease check.
• In the case of dirt, etc., please try whether you can wipe it with a tightly squeezed cloth once wet. Fine dirt etc. that can be wiped are not eligible for replacement.
  If you can't get it even if you wipe itInquiryPlease describe it sometimes.
• If the parts of the product are deficient or damaged, only the relevant parts may be shipped.

Cases cannot be accepted or exchanged

• Returns/exchanges due to customer convenience
• Requests for exchange or return after the response period has passed from the product arrival date due to long-term storage, etc.
• Items returned without prior notice (please be sure to contact us in advance if you wish to exchange or return an item.)
• Products damaged or broken due to customer use
• Requests from anyone other than the purchaser (excluding cases where the request is made by an agent whose authority has been verified in the manner specified by our company.)
• When purchased at stores outside this site (including auction sites, regular stores, physical stores, and online stores, but not limited to these.)
• Cases that do not qualify as an initial defect, or cases caused by manufacturing characteristics

Precautions regarding replacement

• If you send the product without contacting us in advance, we will not be able to handle exchanges, refunds, etc.
• Even if the customer uses an overseas forwarding service at their own responsibility, we will handle returns/exchanges in the same way as above.
  Products can be shipped only within Japan. Please understand that we cannot ship to countries outside Japan.
  However, if the customer uses "Global-e" to purchase products from outside Japan, the use of this site may be possible in accordance with Terms of use and other terms applicable to "Global-e".
• Even if Inquiry is made within 7 days after purchase/arrival, if a replacement item cannot be prepared, such as for sold-out products, we may handle the matter by refund, so please understand in advance.
• For products purchased in physical stores, please Inquiry directly to the store where you made the purchase.

Please read these Terms of Use (hereinafter referred to as "these Terms") carefully before using [Chiikawa Market] (hereinafter referred to as "this Site").
By using this Site provided by Gray Parka Service Inc. (hereinafter referred to as "the Company"), you are deemed to have agreed to all the contents of these Terms. In addition, customers must comply with relevant laws when using this Site. If you do not agree to these Terms, please refrain from using this Site.

【About Usage】

Upon using this Site, the customer is deemed to have accepted these Terms and shall comply with them.

This Site is provided for customers residing in Japan. However, if a customer uses "Global-e" to purchase products from outside Japan, the customer may use this Site in accordance with the TERMS OF SALE applicable to "Global-e".
If a customer uses an overseas forwarding service (a service provided by a third party to forward products overseas via a warehouse in Japan, regardless of whether it is called "overseas forwarding service," "forwarding agency service," or any other name; this also includes so-called "purchasing agency services" where a third party purchases products on this Site on behalf of the customer and delivers them to the customer; hereinafter the same applies), the customer shall use such service at their own risk. The Company shall not be liable for any shipping troubles, costs, fees, damages, disadvantages, etc., incurred by the customer due to the use of such overseas forwarding services.

【Copyrights, etc.】

Intellectual property rights, such as copyrights concerning all content and information on this Site, belong to the Company or third parties who have granted the Company the use thereof. Regarding such intellectual property rights, acts such as reproduction, distribution, sale, and publication beyond the purpose of private use are prohibited.

【Changes to these Terms】

The Company may change these Terms without prior notice to or consent from the customer. In this case, the Company shall notify the customer of the fact that these Terms will be changed, the contents of the changed Terms, and the effective date thereof by posting on this Site or other methods. Regarding the use of this Site after the aforementioned effective date, the new Terms after the change shall apply.
The Company may ask the customer to agree to the new Terms again.

【Changes, Suspension, etc. of Site Content】

The Company may change, cancel, or suspend the content of this Site without prior notice or consent. The Company shall not be liable for any damages caused by the change, cancellation, or suspension of this Site. However, this excludes damages caused by the Company's willful misconduct or negligence.

【Formation of Sales Contract】

Placement of an order by a customer on this Site constitutes an application for a contract. An order completion email will be automatically sent from the Company's system after the order is completed, but this is intended to notify that the customer's order procedure has been completed, and the contract is not formed at that point. Thereafter, the contract shall be deemed formed when the Company determines that none of the grounds for refusal or cancellation of the contract described below apply, secures the stock, and ships the product. Even after the contract is formed, if it is found that any of the grounds for refusal or cancellation of the contract described below apply, the contract may be cancelled. Even if the customer completes the order procedure, the purchased product may be sold out depending on the timing of payment acceptance. In addition, even if a contract is formed, the Company shall not be liable for any damages incurred by the customer due to non-delivery, except for the refund of the purchase price. However, this excludes damages caused by the Company's willful misconduct or negligence.

【Transfer of Ownership】

Ownership of the purchased product shall be transferred to the customer when the product shipped by the Company arrives at the delivery destination designated by the customer.

【Refusal and Cancellation of Contract】

If a customer falls under any of the following items, the Company may refuse to conclude a contract even after the customer has completed the order or the Company has sent an order completion email, or may cancel the contract without bearing any liability to the customer even after the Company has shipped the product and the contract has been formed:

1. If approval or settlement cannot be received as a result of screening by a credit card company, etc.
2. If false facts are found in the customer's personal information, etc.
   
3. If the ordered product is out of stock for a long period or production has ended.
   
4. If an order exceeding the prescribed quantity is received for a limited quantity product.
5. If a violation of these Terms, other Company rules, or laws and regulations is recognized.
6. If there is an error in the price or other product information or sales conditions posted on this Site.
   
7. If a reason equivalent to any of the above items is recognized (including cases where the customer fell under any of the above items in past transactions with the Company), or if the Company otherwise determines that it cannot accept the order.
   

【Cancellations】

Product cancellations cannot be accepted after the Company has sent the order completion email. This applies even if the email is not delivered or receipt is delayed due to the customer's internet environment, etc.

If the product is not received and is returned to the Company:
If the customer does not receive the product after the Company has shipped it and it is returned to the Company (including the Company's designated warehouse or other distribution centers) (including, but not limited to, refusal of receipt, expiration of the storage period due to absence, or unknown address), the order will be treated as cancelled at the time of return, and the customer shall bear the following costs. If the product price has been paid in advance, the remaining amount, if any, after deducting the amount borne by the customer, will be refunded.

• Shipping fee
  *Fees are based on the regional shipping fees defined by the Company. Please check "About Delivery" in the User Guide for details.
  *The above shipping fee will be deducted even for orders with free shipping.
  *If return shipping fees are incurred separately due to the delivery company's terms, etc., such amount shall be additionally borne by the customer.
• Actual costs of fees, etc. incurred regarding the ordered product (including, but not limited to, wrapping fees and various service fees).

【Returns and Exchanges】

Returns or exchanges of products will not be accepted except for lack of conformity to the contract (initial defects, wrong product shipped, etc.).
Returns or exchanges will not be accepted for promotional items (novelties) that are not products, or cases that do not correspond to lack of conformity to the contract, such as defects in the outer cardboard box or damage.
If there is any lack of conformity to the contract such as defects or malfunctions after delivery, please contact the Customer Center of this Site via the inquiry form within 7 days after the product arrives. Thereafter, we will respond with a return or exchange after the product is returned to the address designated by the Company. In the case of lack of conformity to the contract, we will principally respond by exchange, but if there is no stock or if the Company determines that an exchange is inappropriate, we will respond by refund.


Examples where returns cannot be accepted:
(1) Requests for exchange/return after the response period has passed from the product arrival date due to long-term storage, etc.
(2) Products returned without prior contact (please be sure to contact us in advance if you wish to exchange or return).
(3) Products that have been scratched or damaged due to the customer's use.
(4) Requests from persons other than the purchaser (except when there is a request from an agent whose authority of representation is proven by the method prescribed by the Company).
(5) When purchased at a store outside this Site (including, but not limited to, auction sites, permanent stores, physical stores, and internet stores).
(6) Cases that do not fall under initial defects but are due to manufacturing characteristics.

In addition, as stated in 【About Usage】, this Site is provided for customers residing in Japan. Therefore, even if a customer uses an overseas forwarding service at their own risk, the Company will handle returns and exchanges in the same manner as above. For example, even if a customer purchases a product using an overseas forwarding service, the customer must contact the Customer Center of this Site via the inquiry form within 7 days from the date the product arrives at the address in Japan designated as the delivery destination, and return the product in accordance with the Company's instructions. In addition, when the Company responds by return, the shipping address for the replacement product shall be the same address as the initial designated shipping address (in this case, the shipping fee borne by the Company is also limited to the shipping fee to the address in Japan designated as the delivery destination of the product).

Furthermore, the Company shall not be liable for any scratches, damage, or quantity shortages caused by the customer's use of the overseas forwarding service (scratches, etc. occurring after the product arrives at the address in Japan designated as the delivery destination).

【Resale and Inappropriate Conduct】

Purchase and resale for commercial purposes are prohibited.
If the customer or a third party conspiring with the customer engages in acts that the Company determines to be for commercial purposes, fraudulent, or inappropriate (including, but not limited to, repeated orders by an individual or group for products with purchase limits, large-volume orders or cancellations that are difficult to recognize as personal use, and repeated or continuous resale of products), or if there is refusal to receive products without justifiable reason, long-term absence, loss of contact, or other suspicious acts or acts interfering with business, the Company may, at its discretion, cancel or terminate the sales contract, refuse future purchases, or take other appropriate measures. In these cases, the Company shall not be liable for any damages incurred by the customer or a third party, except in cases based on the Company's willful misconduct or negligence.

【About Delivery】

Except for some products, in-stock products will be delivered within 7 business days from the day following the order date, and pre-order products will be shipped within 7 business days from the scheduled shipment start date.
Delivery may be delayed or delivery at the designated desired date and time may not be possible due to weather, natural disasters, power outages, system troubles, incidents/accidents, or other reasons. The Company shall not be liable for any damages incurred by the customer or a third party in these cases, unless caused by the Company's willful misconduct or negligence.

【Delivery Areas】

We do not accept shipping outside of Japan. Even if products are shipped outside of Japan using an overseas forwarding service, etc., it shall be done at the customer's expense and responsibility. However, if a customer uses "Global-e" to purchase products from outside Japan, shipping outside of Japan is possible in accordance with the TERMS OF SALE applicable to "Global-e".

【Membership Registration】

(1) Registration of Member Information
Customers who wish to register member information shall register their member information in accordance with the procedures separately designated by the Company after agreeing to these Terms.

(2) Notification of Changes
If there are any changes to the name, address, telephone number, or other details registered with the Company, the customer shall promptly notify the change by the method prescribed by the Company.

(3) Cancellation of Member Information Registration If a customer wishes to cancel their member information registration, they shall notify the Company by the prescribed method. Registered member information is exclusive to the individual, and the Company will treat the death of the customer as a request for cancellation at the time the Company learns of it.

(4) Revocation of Rights due to Member Information Registration
If a customer who has registered member information falls under any of the following, the Company may immediately revoke the customer's rights without prior notice. The Company shall not be liable for any damages incurred by the customer or a third party due to the inability to use this Site resulting from the Company taking the aforementioned measures. However, this excludes damages caused by the Company's willful misconduct or negligence.

• If there is a falsehood in the declaration or notification to the Company.
• If the use of the credit card registered by the customer as a means of payment is suspended due to cancellation of the contract by the credit card company or other reasons.
  
• If there is a delay or failure in the payment of fees, etc.
• If contact with the customer who registered the information cannot be established via telephone, fax, email, or other means.
  
• If there is any other violation of these Terms.
  
• If the Company otherwise determines it to be inappropriate.
  

Please note in advance that the Company cannot answer the reasons for such judgment even if the Company takes the above measures determining that the customer falls under any of the above.

(5) Responsibility for Management of Member ID and Password
The customer acknowledges that the Member ID and password are important and assumes all responsibility for the management of the Member ID and password. Passwords must be changed regularly, and passwords that can be easily guessed by others (name, date of birth, phone number, etc.) must not be set. In addition, the Member ID and password must not be transferred, sold, name-changed, lent, or allowed to be used by a third party, or offered as collateral. The password must not be entered in places other than the password entry screen, such as inquiry emails or Q&A on the Company's website.

【Prohibited Acts】

Customers shall not engage in the following acts:

• Acts that violate these Terms.
• Acts of applying with false registration details when using the site.
  
• Acts of intentionally applying for multiple accounts to gain an advantage in purchasing.
  
• Acts that interfere with the operation of this Site or otherwise likely to cause trouble to this Site.
  
• Acts of using this Site by unauthorized use of a credit card.
• Acts of unauthorized use of Member ID and password.
  
• Acts that cause nuisance, disadvantage, or damage to other customers, third parties, or the Company, or acts likely to do so.
  
• Acts that infringe on the copyrights, privacy, or other rights of other customers, third parties, or the Company, or acts likely to do so.
  
• Acts contrary to public order and morals or other acts violating laws and regulations, or acts likely to do so.
  
• Acts of purchasing products or otherwise using this Site using automated means (automated purchasing tools, robots, or similar means) without the Company's prior permission (including acquiring information on product pages).
  
• Unauthorized access acts or acts that encourage this.
  
• Acts causing behavior using bugs not usually intended by this Site, or the use, creation, or distribution of external tools that have effects not usually intended.
  
• Acts that place an excessive burden on the servers, computers, etc. of this Site.
  
• Sending or distributing harmful programs such as computer viruses to the Company, other customers, or other third parties.
• Interfering with the operation of this Site.
  
• Using this Site for fraudulent purposes.
  
• Acts of not receiving purchased products without justifiable reason.
  
• Acts of returning products, etc. without justifiable reason.
  
• Other acts that the Company reasonably determines to be inappropriate in using this Site.

【About e-Gifts】

On this Site, depending on the product, customers may be able to deliver products to third parties such as family or friends by selecting "e-Gift" at the time of purchase. Please check the explanation on the product page, etc. for specific usage methods of e-Gifts.
Regarding the use of e-Gifts, in addition to other provisions of these Terms, the following conditions apply:
(1) If an e-Gift is selected, the recipient third party must complete the registration of the delivery address and other necessary information within 5 days after the customer purchases the product. If the necessary information is not registered within the said period, the purchased product will be delivered to the customer's registered address. Please note that cancellations or other handling cannot be accepted on this Site in this case.
(2) If an e-Gift is selected, the desired delivery date and time cannot be specified.
(3) The delivery destination of the product (address of the recipient third party) must be within Japan. However, Okinawa Prefecture and some other regions are outside the e-Gift delivery area (please check the product page, etc. for details).

【Protection of Personal Information】

Customers shall use this Site upon agreeing to the "Privacy Policy" posted separately.

【Authentication】

This Site adopts SSL (Secure Socket Layer), an encrypted communication technology on the Internet considered to be highly reliable, for the protection of personal information. However, the Company does not guarantee its safety, and in the unlikely event of an accident such as leakage of the customer's personal information without reasons attributable to the Company, the Company and each credit card company shall not be liable. However, this excludes damages caused by the Company's willful misconduct or negligence.

【Deletion of Emails, etc.】

If the Company receives an email containing slander or defamation against the Company or this Site, or content violating these Terms, the Company may delete such email without any notice or reply. In this case, the Company may also report to the police or other relevant authorities as necessary.

【Inquiries】

In principle, inquiries regarding the use of this Site will only be responded to if they are from the customer themselves. Please note that if a family member or other agent makes an inquiry, we may ask for the submission of appropriate identity verification documents (identification card, power of attorney, etc.) that can prove the relationship with the customer.

【Disclaimer】

The Company shall not be liable for any damages incurred by the customer, the customer's related parties, or third parties due to the use or inability to use this Site, except where explicitly provided in these Terms or other regulations, or where damages are caused by the Company's intent. However, this excludes damages caused by the Company's willful misconduct or negligence.
If the Company bears liability to the customer in relation to the customer's use of this Site, except in cases of the Company's willful misconduct or gross negligence, the Company shall be liable for compensation only for direct and ordinary damages actually suffered by the customer, and the amount of compensation based on such liability shall not exceed the amount equivalent to the purchase price of the product directly related to the occurrence of such damages.

【Assignment of Contractual Status, etc.】

The customer may not assign, transfer, set as collateral, or otherwise dispose of their contractual status under these Terms or rights or obligations based on these Terms to a third party without the Company's prior written consent.
If the Company transfers the business related to this Site to another company (including business transfer, company split, and any other form in which business is transferred), the Company may transfer the contractual status under these Terms, rights and obligations based on these Terms, and the customer's registration items and other customer information to the assignee of such business in accordance with such transfer, and the customer shall agree to such transfer in this paragraph in advance.

【Severability】

Even if any provision of these Terms or a part thereof is determined to be invalid or unenforceable under the Consumer Contract Act or other laws and regulations, the remaining provisions of these Terms and the remaining parts of the provisions determined to be invalid or unenforceable shall continue to be fully effective.

【Agreed Jurisdiction】

For disputes arising between the customer and the Company regarding this Site, the Tokyo District Court shall be the exclusive agreed court of jurisdiction.

【Governing Law】

The interpretation and application of these Terms shall be governed by the laws of Japan.

Established: December 4, 2020
Revised: October 14, 2022
Revised: December 19, 2024
Revised: December 15, 2025
Revised: May 13, 2026

Privacy Policy

At "Chiikawa Market" (hereinafter referred to as "this Site"), we collect a minimum amount of personal information to ensure that our users can use our services with peace of mind.
This Site pays the utmost attention to the protection of the personal information provided.
Our approach to personal information protection is as follows:

• Personal information registered by users will be used only for the purpose of developing and providing cutting-edge functions and services on this Site, as well as for the purposes specified in this Privacy Policy (hereinafter referred to as "this Policy") (purposes of use are stipulated in Section 2 below). We shall exercise the utmost care in protecting the personal information of users.
  
• The scope of this Policy applies only to the services provided on this Site (scope is stipulated in Section 1 below).
• Except as expressly stated in this Policy, personal information will not be used for any purposes other than those specified (purposes of use are stipulated in Section 2 below).
  
• Except as expressly stated in this Policy, personal information will not be disclosed to third parties (scope of disclosure, etc., is stipulated in Section 2 below).
  
• We will manage personal information appropriately through other methods stipulated in this Policy.
  
• This Site may change this Policy and modify the contents of personal information collection, methods of use, and details of disclosure without the prior consent of users.
  When this Site changes the contents of personal information collection, methods of use, or details of disclosure, we will notify users by publishing such changes in the "Announcements" section of our website and reflecting them in this Policy so that users may be aware of the updates.

1. Scope of Application of this Policy

• This Policy applies when users use the services of this Site.
• Personal information collected when users use the services of this Site will be managed in accordance with this Policy.
• This Policy applies only to services provided directly by this Site and does not apply to services of other organizations or companies linked to this Site.
• Use of the services on this Site shall be at the user's own responsibility.
• This Site shall not be held liable for any damages resulting from the use of information obtained from our website or from other websites linked to this Site.

2. Collection and Use of Personal Information

On this Site, certain personal information is required to develop and provide cutting-edge functions and services to our users.

< Items of Information to be Collected >

The personal information collected by the Company on this Site is as follows, depending on the method of collection.

1. Information provided by the user
   Information provided by users to use this Site or through the use of this Site is as follows:
• Name, date of birth, and other profile information.
• Contact information such as email address, phone number, and address.
  
• Information entered or transmitted by the user through input forms or other methods determined by the Company.
2. Information provided by other services by permitting integration during the use of this Site
   If a user permits integration with other services, such as social networking services, while using this Site, we will collect the following information from such external services based on the content agreed upon at the time of permission:
• The ID used by the user in said external service.
• Other information that the user has authorized to be disclosed to the integrated partner through the privacy settings of said external service.
3. Information collected by the Company during the user's use of this Site
   The Company may collect information regarding the access status and usage of this Site. This includes the following information:
   
• Referrer
  
• IP Address
  
• Information regarding server access logs
  
• Cookies, ADID, IDFA, and other identifiers

< Purposes of Use >

• The specific purposes of use of user information related to the provision of this Site's services are as follows:
1. For the provision, maintenance, protection, and improvement of services on this Site, including acceptance of membership registration, identity verification, user authentication, recording of user settings, and calculation of usage fees.
2. For measuring user traffic and behavior.
3. For the distribution, display, and measurement of advertising effectiveness.
   
4. For responding to guidance and inquiries regarding this Site.
   
5. For responding to acts that violate the Company's terms, policies, etc. (hereinafter referred to as "Terms, etc.") regarding this Site.
6. For notifying changes to the Terms, etc., regarding this Site.

3. Provision of Personal Information to Third Parties

• Regarding the provision of personal information to third parties, please refer to the "Privacy Policy (Provision of Personal Information to Third Parties)".

4. Disclosure of Personal Information

• When a user requests the disclosure of personal information based on the provisions of the Act on the Protection of Personal Information, the Company shall, after confirming that the request is made by the user themselves, disclose such information to the user without delay (if said personal information does not exist, the user will be notified to that effect). However, this does not apply if the Company is not obligated to disclose such information under the Act on the Protection of Personal Information or other laws and regulations. Please note that a fee (1,000 yen per request) will be charged for the disclosure of personal information. Requests for notification of the purpose of use based on the Act on the Protection of Personal Information will be handled in the same manner.

5. Correction and Suspension of Use of Personal Information

• If a user makes any of the following requests, the Company shall, after confirming that the request is made by the user themselves, conduct the necessary investigation without delay, and based on the results, perform corrections or suspension of use of the personal information and notify the user to that effect. If a decision is made not to correct or suspend use, the user will be notified of that decision.
  1. A request for correction, addition, or deletion of content based on the provisions of the Act on the Protection of Personal Information because the personal information is not true.
  2. A request for suspension of use or deletion based on the provisions of the Act on the Protection of Personal Information because the information is handled beyond the scope of the previously announced purpose of use, or was collected by false or other improper means.
     
  3. A request for suspension of provision to a third party based on the provisions of the Act on the Protection of Personal Information because the personal information is being provided to a third party in violation of said Act.
     
• The above provisions shall not apply if the Company is not obligated to perform corrections or suspension of use under the Act on the Protection of Personal Information or other laws and regulations.

6. Contact Information

If you have any questions regarding this Policy, please contact us via the inquiry form.

Enacted: December 4, 2020
Revised: August 21, 2023
Revised: January 14, 2025
Revised: July 24, 2025
Revised: May 13, 2026