Return & Refund Policy
Return Eligibility
Returns are accepted within 30 days of receiving your order.
To be eligible for a return, items must meet the following conditions:
- Unworn and unused
- In original condition with all original packaging included
- Sale items are final sale and not eligible for return or exchange unless faulty, damaged, or incorrect, subject to applicable consumer protection laws.
How to Initiate a Return
To start a return, please contact us at support@nevergape.com with the following details:
- Your order number
- The item(s) you wish to return
- Photos if the item is faulty, damaged, or incorrect
Once reviewed, we will provide return instructions and the return address. Returns must be sent to the return address provided by NEVER GAPE.
Return Costs
Return shipping costs, including any applicable customs duties, taxes, or import fees, are the responsibility of the customer (except for faulty or incorrect items).
For convenience, NEVER GAPE may designate either our Japan base or our fulfillment warehouse in China as the return facility, depending on the order and the most practical return arrangement.
We strongly recommend using a trackable shipping service, as we cannot be responsible for lost return parcels.
Exchanges
We do not offer direct exchanges.
If you need a different size or style, please return your original item and place a new order.
Faulty or Incorrect Items
If you receive an item that is faulty, damaged, or incorrect, please contact us at support@nevergape.com as soon as possible (preferably within 30 days of receiving your order).
Please include your order number and clear photos of the item. For confirmed faulty or incorrect items, NEVER GAPE will cover all return shipping costs and any applicable customs duties, or provide a free replacement or full refund.
Our items are completely tagless—sizing is verified solely by physical measurements. A 1–2 cm (0.4–0.8 in) variance due to fabric stretch and hand measurement does not qualify as a defect or incorrect item.
Nothing in this policy limits or excludes your statutory warranty rights under applicable laws.
Refund Processing
All returns are subject to physical inspection upon arrival. Once we receive your returned item and confirm its eligible condition, your refund will be processed within 2 business days.
Refunds will be issued to your original payment method or as store credit, based on your preference, except where applicable law requires otherwise.
All return-related costs are the responsibility of the customer. If any return shipping costs, customs duties, taxes, import fees, or other return-related charges are billed to or paid by NEVER GAPE or our designated return facility on the customer's behalf, the applicable amount may be deducted from the refund.
EU & UK Right of Withdrawal / Cancellation
Customers within the European Union and the United Kingdom have the legal right to withdraw from or cancel their purchase within 14 days of receiving their order, without giving any reason.
To exercise this right, please contact us at support@nevergape.com within the applicable period.
Return shipping costs, including any applicable customs duties, taxes, or import fees, are the responsibility of the customer.
Reimbursements will be processed upon physical receipt and quality inspection of the returned goods at our designated facility.
Where required by applicable law, refunds will include the cost of standard initial delivery and will be issued to your original payment method.
Any customs duties, import taxes, customs clearance fees, brokerage fees, or other charges paid directly by the customer to customs authorities, carriers, or other third parties are not refundable by NEVER GAPE, except where otherwise required by applicable law.
The customer may be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning (including deductions up to 100% for damaged, soiled, or unsellable items).
Nothing in this policy limits or excludes any mandatory consumer rights that apply under applicable law.
