Refund policy

1. Final Sale Policy

Due to the intimate and personal nature of the products sold at Himitsu Vault, all sales are considered final. For the health, safety, and hygiene of our customers and staff, we cannot accept returns or exchanges for any reason including "change of mind" or "incorrect selection."

2. Hygienic Seal Requirement

Our products are shipped with factory-sealed packaging. Once this hygienic seal is broken or the outer shrink-wrap is removed, the item is strictly ineligible for return or refund. This policy ensures that every customer receives a 100% pristine, untouched product.

3. Damaged or Defective Items

Note: Shipping fees for custom-sourced items, 'Warehouse Deal' and 'Outlet' tier products are non-refundable. Standard promotional thresholds do not apply to these categories.

We take pride in our quality control. However, if your item arrives with a genuine manufacturer defect or was damaged during transit, we will provide a replacement or store credit under the following conditions:

  • You must contact us at contact@himitsuvault.ca within 7 days of the delivery date.
  • You must provide high-resolution photos of the shipping box, the unopened product packaging, and a clear description of the defect.
  • Defects reported after the 7-day window or after the hygienic seal has been broken will not be eligible for review.

4. Order Cancellations

Orders can only be cancelled before they have been processed for fulfillment. Once a tracking number has been generated and the package has been handed to HV Logistics, we can no longer stop the shipment or issue a refund.

For support inquiries, please reach out to us at contact@himitsuvault.ca.

5. Special Orders & Custom Sourcing

Items procured via our Custom Sourcing service are classified as "Special Orders." These items are ordered specifically for your request and are not part of our standard rotating inventory. As such:

  • Custom orders are 100% non-refundable once the invoice is paid.
  • Free shipping promotions and standard transit guarantees do not apply to custom sourcing.
  • Himitsu Vault is not responsible for transit delays occurring between Japan and our Canadian hub.