Terms of service

These Terms & Conditions (the “Terms”) set forth the conditions for use of the CLOUD HEART Official Online Store and the CLOUD HEART Official Website (collectively, the “Site”), operated by CLOUD HEART JAPAN Co., Ltd. (“Company”). These Terms apply to all individuals who access or use the Site (“Users”). By accessing or using the Site, Users are deemed to have agreed to these Terms.

Application and Amendments to These Terms

These Terms apply to your use of the product sales service (the “Online Store Service”) and information services provided by the Company.

The Company may add, modify, revise, or remove any provision of these Terms without prior notice to Users, effective from the applicable effective date.

By using the Site, Users are deemed to have agreed to the version of these Terms in effect at the time of use. Please review the latest version periodically.

Any terms that differ from these Terms shall only be valid if separately approved by the Company in writing or through a method designated by the Company.

Services Provided

The services provided by the Company (the “Services”) include the following:

  • Online sales of products
  • Provision of information
  • Other communications necessary for the operation of the Services

Account Registration

Account registration is available on the Site to provide users with access to services such as email newsletters and to improve the convenience of the Online Store Service.

Account registration may only be completed by the individual user who completes the E-mail registration process specified by the Site (the “Member”). The user ID and password created during registration may only be used by the Member. Members may not transfer, lend, or share their user ID or password with any third party.

Any statement or action made to the Company using a user ID and password shall be deemed to have been made by the relevant Member. The Member shall be solely responsible for all resulting obligations, liabilities, and payment responsibilities.

A “Member” means an individual who has agreed to these Terms and completed E-mail registration through the procedures specified by the Site. Members must not register false information, information belonging to another person, or information that does not correspond to an actual individual.

If any registered information changes, Members must promptly update such information through the procedures designated by the Company.

Management of Account Information and Personal Information

Members shall be responsible for appropriately managing their account registration information, user ID, and password.

The Company shall not be liable for any damages incurred by Members arising from the use of their user ID or password by any third party, regardless of whether such use resulted from the Member’s intentional act or negligence, except where liability cannot be excluded under applicable laws.

If a Member becomes aware that their user ID or password has been used improperly by a third party, the Member shall immediately notify the Company and follow any instructions provided by the Company, if applicable.

The Company shall handle Members’ personal information appropriately in accordance with the separately established “Privacy Policy.” By purchasing products or using services through the Site, Users are deemed to have agreed to the Privacy Policy.

Account Cancellation

Members may cancel their account at any time by following the procedures specified by the Site. Upon completion of the account cancellation process, the Member’s account registration will be deleted, and access to Member services will no longer be available.

Following account cancellation, the Member’s registered information will be deleted. However, the Company may retain purchase history and other necessary information for a certain period, as required by applicable laws, for legitimate purposes such as managing records of authentic product purchases, providing warranty support, and fulfilling legal obligations.

If a Member registers a new account using the same email address after cancellation, previously recorded purchase history may become available again during the applicable retention period, in accordance with applicable laws and the Company’s information management policies.

Suspension of Services and Account Termination

If the Company determines that a Member falls under any of the following circumstances, the Company may, without prior notice, suspend the Member’s use of the Services or terminate the Member’s account (collectively, “Account Termination Measures”).

If any act or omission by a Member or User causes damage to the Company, the Company may seek compensation for such damage in addition to taking Account Termination Measures.

Acts subject to Account Termination Measures include, but are not limited to, the following:

  • Providing false information during account registration
  • Unauthorized use of a user ID or password, including account sharing among multiple individuals
  • Maintaining or using multiple accounts in an unauthorized manner
  • Delay in payment or any other failure to fulfill payment obligations related to the Services
  • Repeatedly refusing to accept purchased products or repeatedly returning products without receipt
  • Repeatedly making unreasonable returns or cancellations
  • Placing orders for the purpose of resale, including the use of forwarding services, or orders that the Company reasonably determines to be intended for resale
  • Unreasonably requesting discounts, monetary compensation, or the provision of goods, regardless of whether products are out of stock, defective, or eligible for exchange
  • Infringing upon the intellectual property rights or other rights of the Company or any third party
  • Belonging to, or having relationships or transactions with, antisocial forces, where the Company determines such circumstances to exist
  • Engaging in unauthorized access to the Site, alteration of information, transmission of harmful programs, or any other act that interferes with the Company’s operations
  • Any other violation of these Terms that the Company determines warrants suspension of use or account termination

If Account Termination Measures are taken, Member services will no longer be available. The handling of registered information shall be governed by applicable laws and the Company’s Privacy Policy.

Formation of the Sales Contract

A sales contract for an order shall be formed when the Company accepts the order. However, the Company may be unable to accept an order due to product availability or other circumstances.

A sales contract shall be deemed to have been formed when the Company sends an order confirmation email after receiving an order. However, even after the formation of a sales contract, the Company may cancel such contract if there is insufficient inventory, suspected fraudulent activity, or any other reasonable grounds that the Company determines make the order inappropriate.

After sending the order confirmation email, the Company may charge the User for the purchase price and other applicable amounts under the sales contract in accordance with the payment method selected by the User.

After an order confirmation email has been sent, cancellations requested for the User’s convenience will not be accepted unless required by applicable laws or otherwise approved by the Company.

Users are responsible for carefully confirming the product, color, size, quantity, delivery address, and other order details before placing an order.

Users under the age of 18 may use the Site only with the consent of a parent or other legal representative and under the supervision of such person.

Any order placed using a user ID and password shall be deemed a valid order made by the relevant Member.

The Company shall not be liable for any failure to receive an order caused by communication failures, internet connection issues, or other circumstances beyond the Company’s reasonable control.:

To purchase products through the Site, Users must satisfy the following conditions:

  • Provide accurate required information designated by the Company, including name, address, telephone number, email address, payment information, and other necessary details
  • Be at least 18 years old, or if under 18, use the Site with the consent of a parent or other legal representative
  • Possess a valid payment method and have the authority to use such payment method
  • Properly manage their user ID and password

Termination of the Sales Contract

Even after a sales contract has been formed, the Company may, without prior notice to the User, terminate the sales contract or cancel the order if the Company determines that any of the following circumstances apply:

  • The Company is unable to deliver the product due to an unknown delivery address, the User’s prolonged absence, or any other reason
  • The delivery address is a temporary accommodation such as a hotel, a courier service office, a post office, a P.O. box, or a forwarding service address
  • The order involves a large quantity of the same product, repeated purchases, or any other order that the Company reasonably determines is intended for resale
  • The Company detects unauthorized use through its payment system, unauthorized access, or a risk of fraudulent use
  • The User fails to complete identity verification requested by the Company, or the Company determines that registered information is false or inaccurate
  • Payment approval cannot be obtained from a credit card company or other payment service provider
  • The User repeatedly refuses delivery, fails to receive products for an extended period, or returns products due to such circumstances
  • The Company is unable to provide the ordered product due to shortage, damage, discontinuation, or any other reason
  • The Company determines that the User belongs to, or has a relationship with, antisocial forces
  • The User has fraudulently used a payment method registered under a third party’s name, or the Company determines that the order was placed by proxy or is otherwise inappropriate
  • The order is placed from outside Japan, or the Company otherwise determines that providing the product or performing the contract is difficult
  • The User violates these Terms, or the Company reasonably determines that continuation of the sales contract is inappropriate

Notwithstanding the preceding paragraph, if any fraudulent or inappropriate activity is identified in connection with use of the Site, the Company may cancel or terminate the sales contract or take any other necessary measures.

If the Company incurs actual costs in connection with the cancellation or termination of a sales contract, the Company may require the User to bear such costs to the extent permitted by applicable laws.

Product Prices

The sales price of products, shipping fees, and any other applicable charges shall be displayed on each product page and at the checkout screen. Unless otherwise indicated, product prices, fees for additional services such as paid gift bags, and shipping fees include applicable consumption taxes.

The Company may change product prices, shipping fees, and other applicable charges without prior notice to Users. However, if any such prices or fees are changed after the formation of a sales contract, the amounts displayed at the time the sales contract was formed shall apply to the User. In such cases, the Company will not, in principle, charge or refund any difference.

If the consumption tax rate is changed pursuant to applicable laws, the applicable amount shall be calculated based on the tax rate in effect at the time the sales contract is formed.

Users must carefully review the order details and total amount payable displayed on the checkout screen before placing an order.

Product Shipment

Products will be shipped to addresses within Japan and internationally, excluding conflict zones and regions where delivery is not available.

Orders will be shipped on the Company's business days, excluding Sundays, Japanese public holidays, and Company holidays. In general, orders destined for addresses within Japan will be shipped within 1 to 4 business days after the order is placed. However, during or around extended holiday periods such as the year-end and New Year holidays, Golden Week, summer holidays, or other Company closures, shipment may take longer than usual.

For international shipments, please refer to the estimated delivery times by region available in our Delivery policy and relating FAQ.

The Company may change product specifications, discontinue sales, or cease production without prior notice to Users.

Delays or suspension of product sales or shipment may occur due to natural disasters, system failures, or other circumstances beyond the Company's reasonable control.

Delivery may take longer than usual in any of the following cases:

  • The User is unable to receive the product due to circumstances attributable to the User
  • The delivery address information (including postal code or address) provided by the User contains errors
  • Delays occur due to courier service circumstances, including peak periods, weather conditions, disasters, traffic conditions, or other delivery-related issues
  • The number of orders significantly exceeds normal shipment volumes
  • Delivery requires additional time due to remote islands or other circumstances of the courier service provider

The estimated delivery date may change due to changes to the delivery address or order details.

If a product is returned to the Company after shipment due to refusal of receipt, prolonged absence, incorrect delivery information, or other circumstances attributable to the User, the Company may reship the product or cancel the order.

If a product is returned without a legitimate reason, or additional costs arise due to incomplete or incorrect delivery information provided by the User, the Company may require the User to bear reshipping costs, return shipping costs, and other actual expenses to the extent permitted by applicable laws.

If the Company is unable to fulfill an order due to incomplete or incorrect delivery information provided by the User, the Company may cancel the order and shall have no responsibility whatsoever for securing inventory or any other matters related to the product.

Delivery of Products and Risk of Loss

Ownership of products purchased through the Site and the risk of loss, damage, or destruction shall transfer to the User at the time the Company hands the products over to the shipping carrier, regardless of the payment method or delivery method selected by the User.

If the User chooses an unattended delivery method, delivery to a delivery locker, or any other delivery method designated by the User at the User’s own request, the Company shall not be liable for any loss, theft, damage, or other harm occurring after completion of delivery, except where liability is imposed on the Company under applicable laws.

Care Instructions

Products sold through the Site must be used in accordance with their intended purpose and handling instructions. The Company shall not be liable for any damage arising from use of products outside their intended purpose, except where liability is imposed on the Company under applicable laws.

If there is any discrepancy between information provided by the Company and information provided by a third party regarding a product, the product information provided by the Company on the Site shall prevail.

Payment

The Site accepts one-time payments made by VISA, Mastercard, JCB, American Express, and affiliated credit cards, as well as Apple Pay, Google Pay ,Store Credits, Gift cards deferred payment.
Available payment methods may be changed without prior notice.

Credit card payments are processed through Shopify Payments.

Users must use a credit card issued in their own name. If a credit card not issued in the User’s name is used, the Company may cancel the sales contract or refuse the order.

Depending on the order details or payment information, the Company may request identity verification. If authorization is not obtained from the credit card company or payment service provider, the sales contract may not be formed or may be cancelled even after formation.

Fraud detection is conducted based on the standards of payment systems and payment service providers. The Company cannot disclose the criteria or reasons for such determinations.

When using a debit card, refunds resulting from order cancellations or returns may take longer than refunds made to credit cards. The timing of refunds after completion of the refund process may vary depending on the processing procedures of the card issuer or financial institution. Users should contact their card issuer for further details.

The Company may add, change, or discontinue available payment methods as necessary.

Returns & Exchanges Policy

If a product has an initial defect, incorrect item, or incorrect quantity, please contact us via the Return & Exchange Form or Customer Support within 7 days of receiving the product. After reviewing the details, the Company will arrange a return or exchange at the Company's expense.

Except in cases of initial defects, returns or exchanges cannot be accepted after a product has been used. Please check the condition of the product as soon as possible after delivery.

Exchanges due to initial defects will only be available if the same product is in stock. If the same product cannot be provided, the Company will process a return and refund.

If, after inspecting a returned product, the Company determines that the issue does not qualify as an initial defect under the Company's standards, the return may be treated as a customer-requested return. In such cases, the Company may deduct return shipping costs and other applicable fees specified by the Company from the refund amount.

Damage or stains to external packaging materials that do not affect product quality, such as plastic bags or wrapping materials, will generally not be considered product defects.

Customer-requested returns (including cases such as the product being different from expectations, incorrect size selection, or ordering mistakes) will only be accepted for orders shipped within Japan, and only if the product is returned in the same condition as when received, including all tags, accessories, and original packaging. Return shipping costs shall be borne by the customer. If a product is returned using collect-on-delivery shipping, the Company may deduct the Company's designated shipping fee from the refund amount.

Customer-requested size or color exchanges are available for orders shipped within Japan only, and may be requested via the Return & Exchange Form. Return shipping costs shall be borne by the customer. Exchange items will be dispatched after the returned product has been received and inspected. If the requested size or color is out of stock, a full refund will be issued. Please note that stock availability at the time of exchange processing cannot be guaranteed.

Products purchased at a discount of 30% or more (Final Sale items) are not eligible for returns, exchanges, or refunds.

Customers who wish to return or exchange a product must contact us via the Return & Exchange Form within 7 days of receiving the product.

Returns and exchanges are not accepted for orders placed outside Japan or for products shipped to destinations outside Japan. However, this does not affect any statutory return or withdrawal rights you may have under the laws of your country of residence.

If excessive returns (including repeatedly returning a significant portion of ordered products), refusal of delivery, or any other use contrary to the purpose of this policy is identified, the Company may, at its discretion, refuse future orders from the customer.

Return Process

Customers who wish to Japan domestic return or exchange a product must submit a request via the Return & Exchange Form within 7 days of receiving the product. Please return the product together with all accessories, included items, and any campaign gifts (if applicable).

Return and exchange procedures will be carried out after the Company has received and inspected the returned product.

The Company may decline a return or exchange in any of the following cases:

  • Products designated as non-returnable on this website
  • Products purchased at a discount of 30% or more (Final Sale items)
  • Products that have been used or show signs of use (excluding initial defects)
  • Products that have absorbed odors (such as tobacco, perfume, or pet odors) or become soiled during storage after delivery, and are reasonably determined to be unfit for resale
  • Products for which tags, packaging, or accessories are missing, damaged, or removed
  • Products returned without original packaging materials (garment bag, tissue paper, or box)
  • Products where items or accessories included at the time of order are missing (excluding packaging materials and items the Company designates as not required to be returned, regardless of whether paid or complimentary)
  • Products designated as non-returnable for hygiene reasons, such as underwear
  • Cases where a return or exchange request is submitted more than 7 days after the product was received
  • Orders placed outside Japan or products shipped to destinations outside Japan
  • Cases where the conditions set forth in this return policy are not met
  • Products purchased outside of this website
  • Products that the Company reasonably determines to be in a condition unfit for resale for any other reason

If additional costs arise due to the condition of the returned product, the Company may require the customer to bear the actual costs incurred, to the extent permitted by applicable laws.

If a return is approved, the customer will be notified by email upon completion of the return procedure.

Refunds

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Inspection Standards

The Company conducts quality inspection of all products prior to shipment. However, this does not apply to damage or defects caused during shipping or other circumstances beyond the Company's reasonable control.

Disclaimer

These Terms set forth the conditions for use of the Site and the Services and shall apply to the rights and obligations between the Company and Users.

Except to the extent required under applicable laws, the Company makes no warranties of any kind, whether express or implied, regarding the products or the Services, including but not limited to merchantability or fitness for a particular purpose. Users shall review the intended use and specifications of products carefully and use them at their own responsibility.

The Company shall not be liable for any damage arising from natural disasters, communication network failures, system failures, unauthorized access by third parties, or other events beyond the Company’s reasonable control, except where liability is imposed on the Company under applicable laws.

The Company shall not be liable, except where required under applicable laws, for any loss of data, loss of profits, business losses, or any indirect, special, incidental, or consequential damages arising from the use of, or inability to use, the Site or the Services.

If the use of the Site or the Services requires maintenance, repair, recovery, or other actions regarding the User’s devices, software, or data, all associated costs shall be borne by the User.

If emails sent by Users fail to reach the Company or are delayed due to communication network failures, email server issues, or other system-related problems, the Company shall not be liable for any resulting damages, except where liability is imposed on the Company under applicable laws.

Intellectual Property Rights

Copyrights, trademarks, and other intellectual property rights relating to all content displayed on the Site and in catalogs or other materials issued by the Company, including text, images, logos, photographs, videos, designs, layouts, and other content (collectively, “Content”), belong to the Company or third parties that hold legitimate rights thereto.

Users may not use any Content by reproducing, reposting, distributing, transmitting to the public, modifying, adapting, publishing, selling, licensing, or by any other means without the Company’s prior written consent, except for personal use or other uses permitted by applicable laws.

Users are also prohibited from reproducing or reposting Content from the Site on any other website or server, including through mirroring, without the Company’s prior consent.

If a User violates this provision, the User may be subject to civil or criminal liability under copyright laws, trademark laws, and other applicable laws and regulations.

Prohibited Activities

Users shall not engage in any of the following activities when using the Site or the Services:

  • Any activity that violates these Terms or may reasonably be expected to do so
  • Any activity that causes or may cause inconvenience, disadvantage, or damage to other Users, third parties, or the Company
  • Any criminal activity, activity contrary to public order and morals, activity that violates applicable laws, or any activity that may reasonably be expected to do so
  • Any activity that interferes with or may interfere with the operation of the Site or the Services
  • Any activity involving the use of another person’s personal information or false information to access or use the Services
  • Any unauthorized use of user IDs, passwords, or other account information
  • Any activity that infringes upon the copyrights, trademarks, or other intellectual property rights of the Company or any third party
  • Any activity involving the transmission or use of computer viruses or other harmful programs
  • Any unauthorized access to the Site, alteration of information, or any other activity that compromises the security of the Company’s systems
  • Any other activity that the Company reasonably determines to be inappropriate

Access Logs and Cookies

The Company records information regarding Users’ access to the Site (“Access Logs”). Access Logs may include information such as IP addresses, browser types, access dates and times, viewed pages, and other information relating to usage of the Site.

The Company uses collected Access Logs to the extent necessary for purposes including providing and improving the Services, analyzing usage, maintaining security, preventing unauthorized use, responding to inquiries, and achieving other purposes of use specified by the Company.

The Site uses cookies and similar technologies to provide Users with a more convenient experience. A cookie is a small data file stored in a User’s browser when the User visits the Site.

The Company uses collected cookie information to the extent necessary for purposes including analyzing usage, improving Site functionality, enhancing Services, delivering content and advertisements tailored to Users, and achieving other purposes of use specified by the Company.

Users may refuse or delete cookies through their browser settings. However, if cookies are disabled, some functions of the Site may not operate properly.

The Company may work with advertising providers and other third parties to deliver advertisements using cookies and similar technologies, including behavioral targeting advertising. In such cases, information regarding User activity may be collected through cookies or similar technologies; however, such information does not include information that directly identifies or can be used to identify individual Users.

Information collected through cookies and similar technologies shall be appropriately managed in accordance with the privacy policies of the Company and its partner providers.

Communication Security

The Company implements appropriate security measures, including encrypted communications using SSL/TLS, to protect Users’ personal information and other important data.

However, due to the nature of internet communications, complete security cannot be guaranteed. Even if the Company implements reasonable security measures, the Company shall not be liable for any damages arising from information leaks, communication failures, or other incidents caused by circumstances beyond the Company’s reasonable control, except where liability is imposed on the Company under applicable laws.

Credit card payments are processed through the secure payment systems provided by the payment service providers used by the Company.

Other Disclaimers

  • The Company may, without prior notice to Users, modify, add, suspend, or terminate all or part of the Site or the Services, including their content, structure, functions, and design. The Company shall not be liable for any damages incurred by Users as a result, except where liability is imposed on the Company under applicable laws.
  • Users shall prepare, at their own responsibility and expense, all devices, software, communication environments, and other equipment necessary to use the Services, and shall bear all costs associated with the use of the Services, including communication charges.
  • If the Company is unable to provide all or part of the Services due to system failures, communication network failures, natural disasters, or other events beyond the Company’s reasonable control, the Company shall not be liable for any resulting damages, except where liability is imposed on the Company under applicable laws. The Company may cancel or terminate sales contracts where necessary.
  • Notices from the Company to Users shall be made by sending communications to the email address or other contact information registered by the User, or by posting such notices on the Site. The Company shall be deemed to have fulfilled its notification obligations at the time such notice is sent or posted. In addition, with respect to product delivery, the Company shall be deemed to have fulfilled its shipping obligations when the product has been handed over to the delivery carrier for shipment to the delivery address designated by the User.
  • If any dispute or damage arises between a User and a third party in connection with the use of the Services, the User shall resolve such matter at the User’s own responsibility and expense. The Company shall not be liable unless the dispute or damage results from the Company’s willful misconduct or gross negligence.
  • If the Company performs administrative procedures, identity verification, or other actions based on information registered by the User, the Company shall not be liable for such actions unless they result from the Company’s willful misconduct or gross negligence.
  • Product specifications, designs, country of origin, and other product information may be changed without prior notice due to quality improvements or other reasons.
  • Product images may appear different from the actual products in terms of color, texture, or appearance depending on the photography environment, monitor settings, smartphone displays, or other viewing conditions.
  • The Company may limit the purchase quantity of certain products when deemed necessary for stable supply, fair sales practices, or other operational reasons.

Governing Law and Jurisdiction

  • The formation, validity, performance, and interpretation of these Terms shall be governed by the laws of Japan.
  • If any matter not provided for in these Terms arises, or if any question regarding the interpretation of these Terms arises in connection with the use of the Site or the Services, the User and the Company shall discuss the matter in good faith and endeavor to resolve it amicably.
  • If any lawsuit or other legal dispute arises between the User and the Company regarding the Site or the Services, the Tokyo District Court or the Tokyo Summary Court shall have exclusive agreed jurisdiction as the court of first instance, depending on the amount claimed.

Points Terms of Use

The Company offers the CLOUD HEART FUTURE FUND Program. Participation in this program and all matters relating to the accrual, redemption, and expiration of reward points shall be governed by the separately established CLOUD HEART FUTURE FUND Program Terms and Conditions, which form an integral part of these Terms of Use.

Disclaimer

The Company will use reasonable efforts, taking into account the prevailing state of technology, to operate the Service. However, the Company does not warrant that the Service will be free from errors, delays, interruptions, or other disruptions.

The Company shall not be liable for any interruption, delay, suspension of the Service, loss of data, inability to redeem points, or any other damages incurred by Members due to power outages, failures of communication networks or computer systems, system maintenance, natural disasters, or any other circumstances beyond the Company's reasonable control, except where liability is required under applicable laws.

Last Updated: December 1, 2026