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Returns & Exchanges Policy
Effective Date: February 2026
IMPORTANT NOTICE — As a general rule, all sales are final. Returns and exchanges are not accepted. Items that have been hemmed or altered are strictly non-returnable and non-exchangeable under any circumstances.
1. General Policy
All sales made through the KOJIMA GENES Official Online Store (global.kojima-genes.com) are considered final. As a general rule, we do not accept returns or exchanges on any merchandise purchased from our online store.
We understand that purchasing clothing online, especially from an international retailer, requires trust. We encourage all customers to carefully review our product descriptions, sizing guides, and photographs before completing a purchase. If you have any questions about a product’s fit, fabric, or specifications, please contact us prior to placing your order.
2. Non-Returnable & Non-Exchangeable Items
The following items are strictly non-returnable and non-exchangeable under any circumstances:
- Items that have been hemmed, altered, or customized in any way, including hem adjustments requested at the time of purchase
- Items that have been worn, washed, soaked, or laundered
- Items showing signs of use, including but not limited to creases, fading, stretching, stains, odors (such as tobacco, perfume, food, or household odors), or pet hair
- Items with removed, damaged, or missing original tags and packaging
- Sale items, limited-edition items, pre-order items, or items purchased during promotional events
- Items returned by someone other than the original purchaser
3. Exception: Defective or Incorrect Merchandise
While our general policy is that all sales are final, we stand behind the quality and craftsmanship of every KOJIMA GENES product. If you receive an item that is materially defective in workmanship or materials, or if you receive an item that is substantially different from what you ordered, we will work with you to resolve the issue.
Eligibility for Defective / Incorrect Item Claims
To be eligible, all of the following conditions must be met:
- You must contact us within seven (7) calendar days of receiving the item
- The item must be unworn, unwashed, unaltered, and in its original condition with all tags attached
- You must provide photographs clearly showing the defect or discrepancy
- The defect must be a manufacturing defect or a shipping error on our part, not the result of normal characteristics of the fabric (such as natural variations in indigo dye, slub texture, or selvedge irregularities, which are inherent features of authentic Japanese denim)
How to File a Claim
Step 1: Contact our Customer Support team by email or through the inquiry form on our website. Please include your order number, a description of the issue, and clear photographs of the defect or incorrect item.
Step 2: Our team will review your claim and respond within three (3) to five (5) business days. We will reasonably determine, based on the photographs and information you provide, whether an item qualifies as defective or incorrect under this policy.
Step 3: If your claim is approved, we will provide you with return instructions, including the designated return address. Please do not return any item without prior authorization from our team.
Step 4: Upon receipt and inspection of the returned item, we will either send a replacement item or issue a refund to your original payment method.
4. Hemming Services
KOJIMA GENES offers hemming services for select products. Please be advised that once a hemming or alteration request has been fulfilled, the item is considered customized and is strictly non-returnable and non-exchangeable, regardless of the reason. This applies even if the item is otherwise in new, unworn condition. We strongly recommend that you verify your desired inseam measurement before requesting hemming services.
5. Return Shipping
In the event that a return is approved under Section 3 above due to a defect or shipping error that is our responsibility, KOJIMA GENES will bear the cost of return shipping. In all other cases, should a return be authorized for any exceptional reason, the customer is responsible for all return shipping costs. Shipping costs are non-refundable.
Please note that as an international shipment from overseas, return shipping may involve customs procedures and associated costs. For returns due to a defect or shipping error on our part, KOJIMA GENES will also bear any customs duties, taxes, or fees reasonably incurred on the return shipment. In all other cases, such costs are the responsibility of the customer.
6. Refund Processing
If a refund is approved, it will be processed to your original method of payment. Please allow five (5) to ten (10) business days for the refund to appear on your statement after we have completed processing. The actual time may vary depending on your payment provider or financial institution. Any original shipping charges paid at the time of purchase are non-refundable, unless the return is due to a defect or error on our part.
7. Damaged or Lost Shipments
If your order arrives with visible shipping damage, or if your tracking information indicates delivery but you have not received your package, please contact us within seven (7) calendar days of the expected delivery date. We will work with our shipping carrier to investigate and resolve the matter. KOJIMA GENES is committed to ensuring that you receive your order in the condition intended.
8. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible. We may be able to accommodate cancellation requests for orders that have not yet been shipped. Once an order has been shipped, it cannot be cancelled, and the terms of this Returns & Exchanges Policy will apply.
9. Contact Us
If you have any questions about this policy or need assistance with a potential product issue, please reach out to our Customer Support team:
Website: global.kojima-genes.com
Email: info@kojima-genes.com
We aim to respond to all inquiries within three (3) to five (5) business days (Japan Standard Time, excluding weekends and Japanese national holidays).
10. Statutory Rights for Customers in the European Union, the United Kingdom, and Australia
The sections above set out the general Returns & Exchanges Policy of KOJIMA GENES. In addition to those terms, customers whose orders are delivered to an address within the European Union (EU), the United Kingdom (UK), or Australia have the following mandatory statutory rights. Where any provision of this Section 10 conflicts with any other section of this policy (including, without limitation, the “all sales are final” rule and the non-returnable categories listed in Section 2), the provisions of this Section 10 prevail for customers in the applicable jurisdiction.
10.1 Right of Withdrawal (14 days — EU and UK)
Customers in the EU and UK have the right to withdraw from an online purchase within fourteen (14) calendar days of receiving the item, without giving any reason, in accordance with Directive 2011/83/EU (EU) and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK).
To exercise this right, please notify us by email at info@kojima-genes.com before the 14-day period expires, stating your order number and your intention to withdraw. The item must be returned in unworn, unwashed, unaltered condition with all original tags and packaging, within fourteen (14) calendar days of the withdrawal notice.
The customer is responsible for the direct cost of return shipping and any customs duties or taxes incurred on the return shipment, unless the item is defective or was sent in error. The original outbound shipping charges will be refunded up to the cost of our least expensive standard shipping option.
Items that have been hemmed, altered, or customized at the customer’s request are excluded from the right of withdrawal, as permitted under Article 16(c) of Directive 2011/83/EU and regulation 28(1)(b) of the UK Consumer Contracts Regulations 2013.
10.2 Right to Reject for Non-Conformity (30 days — UK only)
Customers in the United Kingdom have the statutory short-term right to reject goods that do not conform to the contract (for example, defective or misdescribed items) within thirty (30) days of delivery, under the Consumer Rights Act 2015. This right applies in addition to the claim process described in Section 3; UK customers should contact us within this 30-day period rather than the 7-day period referred to in Section 3.
10.3 Legal Guarantee (2 years — EU only)
Customers in the European Union are entitled to the statutory legal guarantee against lack of conformity for a minimum period of two (2) years from delivery, as provided by Directive (EU) 2019/771. Claims made under this guarantee will be handled in accordance with the laws of the customer’s country of residence.
10.4 Consumer Guarantees (Australia only)
Customers whose orders are delivered to an address in Australia are entitled to the benefit of the Consumer Guarantees under the Australian Consumer Law (ACL), Schedule 2 to the Competition and Consumer Act 2010 (Cth). These guarantees cannot be excluded, restricted, or modified by this policy.
The following mandatory notice applies to our Australian customers:
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
For the avoidance of doubt, the following specifically applies to customers in Australia:
- The general “all sales are final” rule in this policy and the non-returnable categories listed in Section 2 do not limit or exclude any rights under the Consumer Guarantees.
- Where an item fails to comply with a Consumer Guarantee and the failure is a major failure (as defined in section 260 of the ACL), the customer has the right to choose between a refund, a replacement, or keeping the goods and recovering compensation for any drop in value.
- Where the failure is not a major failure, KOJIMA GENES may choose to repair or replace the goods within a reasonable time.
- There is no fixed time limit under the ACL; claims may be brought within a period that is reasonable having regard to the nature and price of the goods.
- The 7-day notice period in Section 3 does not apply to claims made under the Consumer Guarantees; Australian customers should nonetheless contact us as soon as reasonably possible after discovering the issue.
10.5 How to Exercise These Rights
To exercise any of the rights in this Section 10, please contact us at info@kojima-genes.com with your order number and a description of your claim. We will acknowledge your request without undue delay and process it in accordance with applicable EU, UK, or Australian law.
11. Policy Modifications
KOJIMA GENES may update or modify this Returns & Exchanges Policy from time to time. Any changes will be posted on our website and will apply only to purchases made after the effective date of the updated policy. The version of the policy in effect at the time of your order will govern that order. We encourage customers to review this policy periodically.
Disclaimer: This policy is provided for informational purposes and forms part of the terms and conditions governing purchases from the KOJIMA GENES Official Online Store. This policy does not limit or waive any rights you may have under applicable consumer protection laws in your jurisdiction. If any provision of this policy conflicts with mandatory consumer protection laws applicable to your purchase, those laws will prevail to the extent of the conflict. KOJIMA GENES / Hook Co., Ltd. is incorporated in Japan, and transactions made through our online store are governed by the laws of Japan, except where superseded by mandatory local consumer protection statutes.
© KOJIMA GENES / Hook Co., Ltd. All rights reserved.