Refund policy
Return & Refund Policy
Last Updated: November 12, 2026
01 — Overview
At Crannyx, we want customers to shop with confidence.
This policy explains our return, exchange, cancellation, damaged-item, and refund procedures for furniture and home décor purchased through https://www.crannyx.com.
Products are shipped from Japan to customers in the United States. Approved physical returns are directed to our return address in Japan.
Nothing in this policy limits consumer rights that cannot legally be excluded.
02 — 30-Day Return Policy
Customers may request a return of an eligible product within 30 calendar days after confirmed delivery.
To qualify for a standard change-of-mind return:
• The return request must be submitted within 30 calendar days of delivery.
• The product must be unused, unassembled, and in resalable condition.
• The product must include its original components, accessories, hardware, and instructions.
• Original protective packaging should be retained where reasonably possible.
• The customer must provide an order number or other proof of purchase.
Careful inspection of a product does not automatically make it ineligible for return.
Products showing substantial use, damage caused by the customer, or missing essential components may not qualify for a change-of-mind return.
These conditions do not restrict remedies for defective, damaged, misdescribed, or incorrectly supplied goods.
03 — How to Request a Return
To request a return, email:
Please provide:
• Order number.
• Customer name.
• Product name.
• Reason for return.
• Relevant photographs if the return involves damage, defects, or incorrect items.
Our support team will review the request and provide return instructions.
Do not send furniture back without first contacting us. Large furniture returns may require freight arrangements and special handling.
An authorization process does not remove any statutory return or refund rights.
04 — Return Address
Approved returns are directed to:
Crannyx
203-7 Gosho
Ueda-shi, Nagano 386-0033
Japan
This is an international return destination, not a United States domestic return center.
Please obtain return instructions before shipping to ensure that the carrier, packaging, and customs documentation are suitable for the item.
05 — Return Shipping Costs
Change-of-Mind Returns
For eligible returns requested because the customer no longer wants the product, ordered the wrong item, or changed their mind:
• The customer is responsible for return transportation costs to Japan.
• Return shipping is not automatically prepaid.
• International freight charges may be substantial for large furniture.
• The customer is responsible for arranging suitable packaging and transportation in accordance with our return instructions.
The original shipping charge, if paid, is generally nonrefundable for a completed delivery unless required by applicable law.
No undisclosed restocking fee is charged under this policy.
Damaged, Defective, or Incorrect Products
If a product is damaged during delivery, materially defective, or different from the item ordered due to our error, Crannyx will cover reasonable authorized return transportation costs where a physical return is necessary.
Depending on the circumstances, we may offer replacement parts, repair, replacement, or an appropriate refund.
Customers will not be required to pay international return freight to correct a verified error by Crannyx.
06 — Delivery Inspection and Damage Claims
We recommend inspecting the delivered product and packaging within 48 hours of receipt.
If damage, missing parts, or an incorrect item is discovered, please contact us as soon as reasonably possible.
For an efficient review, provide:
• Order number and delivery date.
• Photographs of the outer packaging.
• Photographs of the damaged or incorrect product.
• Photographs of the shipping label, where available.
• A description of missing parts or defects.
• Any available delivery documentation.
Please retain packaging and damaged components until the claim has been reviewed, where reasonably practical.
The 48-hour inspection recommendation is not a strict deadline for reporting hidden damage, manufacturing defects, or exercising rights under applicable law.
07 — Missing Parts and Replacement Components
If a furniture item arrives with missing hardware, components, or accessories, please contact us with the order details and a description of the missing items.
We will review the request and determine whether replacement parts can resolve the issue.
Where a product cannot be made complete or functional within a reasonable time, other appropriate remedies may be offered.
08 — Items Not Eligible for Change-of-Mind Returns
The following items are generally excluded from voluntary change-of-mind returns:
• Personalized or made-to-order products manufactured to customer-specific requirements, where clearly identified before purchase.
• Products substantially used or damaged after delivery through customer misuse.
• Products modified or altered by the customer.
• Products missing essential components because of customer handling.
• Items expressly identified as final sale before purchase, to the extent permitted by law.
These exclusions do not apply to valid claims involving defective, damaged, incorrect, or misrepresented products, or where applicable law requires a remedy.
09 — Exchanges
Exchanges depend on product availability and the circumstances of the request.
For a change-of-mind exchange, customers may be responsible for applicable return transportation and new delivery charges, disclosed before proceeding.
For a verified defective or incorrectly supplied product, Crannyx will provide an appropriate remedy without charging the customer for costs arising from our error.
10 — Order Cancellations
Customers may request cancellation by contacting us before shipment.
If the order has not shipped and cancellation is accepted, the applicable payment will be refunded.
Once an order has been dispatched, cancellation may no longer be possible through the shipping carrier. The customer may instead request a return under this policy.
If Crannyx cannot ship an order within the promised period, the customer may decline the delay and obtain a prompt refund in accordance with applicable law.
11 — Refused Deliveries
Customers should not refuse delivery solely as a substitute for obtaining return instructions.
If a customer refuses an otherwise conforming shipment for personal reasons, reasonable documented return freight and handling costs may be deducted from an otherwise applicable refund where legally permitted.
If delivery is refused because the product or shipment is visibly damaged, the shipment is incorrect, or an unauthorized import payment is demanded, the customer should contact Crannyx promptly.
Customers will not be charged return costs caused by our error.
12 — Refund Processing
After receiving and inspecting an authorized return, or confirming that a refund is otherwise due, we will notify the customer of the outcome.
Approved refunds are generally initiated within 3–7 business days.
After a refund is initiated, the payment provider or issuing bank may require approximately 5–15 business days to post the funds to the original payment method.
These banking estimates are not a reason to delay refunds required sooner by law.
Refunds required under applicable federal or state law will be issued within the legally required timeframe.
Refunds are normally made to the original payment method unless another method is required or agreed upon in accordance with applicable law.
13 — Refund Amounts
For approved change-of-mind returns, the refund generally covers the eligible returned product price, subject to any lawful deductions disclosed in this policy.
For orders cancelled because we cannot fulfill or ship the goods as promised, we will refund the applicable amount paid, including shipping charges attributable to undelivered merchandise, as required by law.
For defective, damaged, or incorrectly supplied products, refunds and associated shipping costs will be handled according to the circumstances and applicable consumer protection requirements.
14 — Product Warranty and Quality Issues
Crannyx addresses products that arrive defective, damaged, incomplete, or materially inconsistent with their descriptions.
Customers should follow the product's assembly, usage, and care instructions.
Unless a separate written product warranty is expressly provided, Crannyx does not offer an additional fixed-term commercial warranty under this policy.
This does not exclude any applicable implied warranty or non-waivable consumer protection right.
The following are generally not considered manufacturing defects:
• Normal wear from ordinary use.
• Damage caused by misuse or improper assembly.
• Damage from unauthorized modification or repair.
• Accidental impact or improper handling after delivery.
• Damage from unsuitable cleaning products or environmental exposure contrary to product care instructions.
Natural variations in wood grain, texture, or material appearance are not automatically defects when accurately described and within reasonable product specifications.
15 — Contact Information
Store: Crannyx
Email: decorvixo@crannyx.com
Phone: +81 70 8392 3271
Return Address: 203-7 Gosho, Ueda-shi, Nagano 386-0033, Japan
Website: https://www.crannyx.com