Refund policy

Hikaru Returns & Refund Policy

At Hikaru, we craft experiences, not just products. We understand that sometimes circumstances change, so we offer returns and exchanges under the following conditions:


Change of Mind Returns

If you’ve had a change of heart, you may return your kintsugi kit for a refund or store credit, provided:

  • Return is requested within 7 days of delivery and received at our warehouse within 14 days of delivery.
  • Items are unused, complete, and in original packaging.
  • Items are returned in a sturdy cardboard box. Soft satchels or envelopes are not accepted, as they may cause damage in transit.

To begin a return, please contact our team via the Contact Page for approval before sending your kit back.

** We don’t offer refunds on sale items, sorry for the inconvenience. 

Return Costs

  • All change-of-mind returns incur a 15% administration fee.
  • Original shipping costs are non-refundable.
  • Return shipping is the responsibility of the customer.


Processing Times – Refunds

Once we receive your return, please allow up to 5 business days for processing. You will receive a confirmation email when your refund or store credit is issued.


Non-Delivery or Return to Sender (Domestic Orders)

If your order is returned to us by the courier (e.g., undelivered or refused delivery), we will refund the product cost only, minus the following:

  • $9.95 return shipping fee (charged by Australia Post)
  • 15% administration fee
  • Original shipping fee


Faulty Items

If you believe your Kintsugi kit is faulty, please contact our customer care team within 14 days of delivery with your order details. Once a defect is confirmed, we will:

  • Replace your kit or
  • Refund the purchase price to your original payment method

Please note: a product may not be considered faulty if damage occurs due to normal use, misuse, failure to follow instructions, or lack of reasonable care.

Keep the kit until your claim is resolved, as items cannot be processed once discarded.


Terms & Recommendations

  • Hikaru does not cover the cost of returns.
  • Once an order is placed, it cannot be cancelled; follow the ‘Change of Mind’ instructions instead.
  • We recommend sending your parcel via trackable mail, as we are not liable for items lost in transit.
  • Items returned with signs of use or damage (e.g., removed protective films or broken components) may be declined for refund, and the customer may need to pay shipping to have the kit returned.