Refund policy
Incorrect or Defective Items
If you receive an item that is different from your order (e.g. incorrect or missing item), or if the item has an initial defect or damage, we will accept a return or exchange only if you contact us via the inquiry form within seven days of delivery.
Please follow the steps below:
1.Please contact us via the inquiry form within seven days of receiving your order and describe the condition of the item. Our staff will contact you shortly to guide you through the return or exchange process.
2.If you are instructed to return the item, please follow the instructions provided by our staff and send the item back by the specified deadline. The item should be returned using freight collect (cash on delivery). Please note that if you return the item at your own expense, we will not be able to reimburse the shipping fees.
3.Once we receive and inspect the item, we will send a replacement. If a replacement is not available, we will issue a refund for the item, including tax.
Please note:
・The person making the inquiry must be the same as the person who placed the order; otherwise, we will not be able to accept the request.
・Returns or exchanges cannot be processed at retail locations. Please contact us via the inquiry form.
・After your inquiry or the returned item is received, we will review whether it qualifies for an exchange or refund.
・Please note that if the returned item is found not to be eligible for an exchange or refund, we will return it to you. In such cases, we will charge you for the return shipping fee, unless we determine there were unavoidable circumstances.
・Please note that original shipping costs (from the initial order) are non-refundable.
Changes to Your Order
Changes to your order details are not accepted once the order has been placed.
If you would like to add additional units of the same item, please make sure to place a separate order.
Cancellations and Returns
We do not accept requests for cancellations, returns, or exchanges due to customer convenience.Please also note that returns or exchanges may not be accepted in the following cases:
Note that for customers residing in the EU / EEA or the United Kingdom, the section "Right of Withdrawal for Customers Residing in the EU / EEA or the United Kingdom" below prevails over this section. Where that section applies, none of the cases listed below constitutes a ground for us to refuse a return or refund, and where the value of the goods has diminished, we will deduct the diminished value from the amount reimbursed.
・If the proof of purchase (such as the delivery slip or warranty card) has been lost
・If the product shows signs of use, including damage, dirt, or noticeable odors
・If the product tags are missing or damaged
・If accessories such as boxes, fabric pouches, packaging materials, or novelty items are missing
・If the product packaging (including boxes, bags, wrapping, or protective materials) is damaged or dirty (Packaging is intended for product protection and is not covered under our return policy.)
・If the returned item’s condition differs from its original condition at the time of delivery
・If the product was received as a secondhand item or a gift through a third party (In such cases, please have the original purchaser contact us via the inquiry form)
・If the item is made to your specifications or clearly personalised
・If the item is a special sale item, limited edition item, pre-order item, or made-to-order item (except for customers residing in the EU / EEA or the United Kingdom)
Right of Withdrawal for Customers Residing in the EU / EEA or the United Kingdom
If you reside in a member state of the European Union or the European Economic Area, or in the United Kingdom, you have the right to withdraw from your purchase contract without giving any reason, under the EU Consumer Rights Directive and the national laws implementing it ("EU Consumer Laws"). For such customers, the following terms apply and prevail over any conflicting provision of this Policy.
1. Withdrawal period
You may withdraw within 14 days from the day on which you, or a third party other than the carrier indicated by you, take physical possession of the goods. Where several goods ordered in a single order are delivered separately, the period runs from the day you take possession of the last item.
2. How to withdraw
To exercise the right of withdrawal, you must inform us of your decision by a clear statement, using the Return Portal, our contact form, or the email address below, before the withdrawal period expires. You may use the model withdrawal form we provide, but this is not obligatory. It is sufficient that you send your communication before the withdrawal period has expired.
shop@bravegroup-us.com
3. Returning the goods
You must send back the goods to us without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal. You will bear the direct cost of returning the goods. You are liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning, and we may deduct such diminished value from the amount reimbursed.
4. Reimbursement
We will reimburse the price of the goods and the delivery costs within 14 days from the day on which we are informed of your decision to withdraw. Where you have expressly chosen a type of delivery other than the least expensive standard delivery we offer, we are not required to reimburse the supplementary cost. We will use the same means of payment as you used for the initial transaction, and you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is the earlier.
5. Exceptions to the right of withdrawal
Under EU Consumer Laws, the right of withdrawal does not apply to:
- goods made to your specifications or clearly personalised;
- sealed goods which are not suitable for return for health protection or hygiene reasons and which were unsealed after delivery;
- sealed audio or video recordings or computer software which were unsealed after delivery;
- digital content as described in section 6 below.
6. Digital (downloadable) products
For digital content not supplied on a tangible medium, the right of withdrawal is lost once supply has begun, provided that you have (i) given your prior express consent to the supply beginning before the end of the withdrawal period and (ii) acknowledged that you thereby lose your right of withdrawal. We obtain this consent and acknowledgement at checkout before supply begins, and confirm them to you in your order confirmation email.
7. Customers residing outside the EU / EEA, or the United Kingdom
Sections 1 to 6 apply only to customers residing in the EU / EEA, or in the United Kingdom. For customers residing elsewhere, we are unable to accept returns, exchanges or refunds requested for personal reasons (other than in cases of incorrect or defective items).
Refusal of Acceptance, Long-Term Absence, and Inadequate Address Information
If a package is returned to us due to refusal of acceptance, long-term absence, or incomplete or incorrect address information, we will store the item for a period of three (3) months from the shipping date as a retention period.
If you wish to request redelivery within the retention period, please contact us via the inquiry form and provide an address where the item can be reliably received.
Redelivery fees will be borne by the customer , following the instructions provided by our staff.
After the designated retention period has elapsed, any unclaimed items shall be deemed as refused, and we reserve the right to remove such items from inventory at our sole discretion.
In such cases, we may treat the order as cancelled and may charge a cancellation fee equivalent to 100% of the product price, shipping costs, and any applicable retention-related fees.
Furthermore, if the product cannot be delivered within the retention period due to reasons attributable to the customer, we reserve the right to suspend the user's account privileges.
Refund Methods
If a product was purchased by credit card, the refund will be made to the same card.
In cases where a refund to the original credit card is not possible due to unavoidable circumstances, the refund will not include any handling fees that may have been charged under the cardholder's agreement with the card issuer.
Even if the transaction was settled in a currency different from the currency in which the product was sold, we are not responsible for any differences arising from foreign exchange rate fluctuations.
When a refund is required for other payment methods, the refund will be processed using the original payment method.
Contact
Customer Support:
Brave group US Official Store Customer Support
▼Customer Support
Please contact us through our contact form.
▼Business Hours
weekdays from 10:00 AM to 6:00 PM (JST)
We are closed on weekends, national holidays in Japan, and during the year-end and New Year holidays.
Please note that inquiries are accepted only via the inquiry form.
