Refund policy

Last Updated: [2026-02-15]

We want you to love your Shosai experience. However, due to the delicate nature of fine stationery, we have strict guidelines to ensure the quality and hygiene of our products.

1. Return Window You have 30 calendar days to return an eligible item from the date you received it. If 30 days have passed, we cannot offer you a refund or exchange.

·       Quebec Residents: Statutory cancellation rights provided by the Consumer Protection Act apply in specific cases (e.g., if we fail to perform our obligations). However, for standard returns of non-defective items, our 30-day policy applies.

2. Eligibility & "Unused" Condition To be eligible for a return, your item must be unused and in the same condition that you received it, with all original packaging and tags.

·       Important Note on Japanese Packaging: Many items (inks, artisanal papers) are packaged without seals to reduce waste.

·       Strict Inspection: Shosai performs a precise weight check and visual inspection on all returns.

·       Signs of Use: Items showing any signs of handling—such as ink residue on bottle threads, broken spines on notebooks, fingerprints on paper, or microscopic scratches on pen clips—will be considered "Used" and are not eligible for a refund.

·       Quebec Residents: The legal warranty of durability under the CPA covers defects, not normal wear and tear or damage caused by use. An item that has been used and is functionally sound cannot be returned simply because of a change of mind.

3. Non-Returnable Items (Final Sale) The following items are Final Sale and cannot be returned unless they have a confirmed manufacturing defect:

·       Consumables: Opened bottled inks, ink cartridges, and wax seals.

·       Glass Pens: Due to their extreme fragility and hygiene reasons, all glass pens (e.g., Matsubokkuri, Kakimori) are Final Sale unless reported damaged immediately upon arrival (see Section 5).

·       Paper Products: Notebooks with bent corners, removed belly bands (Obi), or broken spines.

·       Gift Cards & Sale Items.

4. Nib "Feedback" vs. Defects Please note that many Japanese fountain pens (e.g., Sailor, Platinum) are designed with a unique "feedback" (tactile resistance similar to writing with a pencil).

·       Not a Defect: This is a deliberate design feature, not a manufacturing defect.

·       The "Dip Test" Rule: If you ink or dip the pen to test it and decide you dislike the feedback, the item is legally considered "Used". It is no longer eligible for a return under our hygiene policy. We strongly recommend researching nib characteristics before purchasing.

5. Damaged or Defective Items All claims are subject to verification by Shosai.

·       Glass Pen Breakage (Strict 24-Hour Rule): Glass is fragile by nature. You must inspect glass pens immediately upon delivery. Any breakage in transit must be reported within 24 hours of the delivery timestamp with photos.

o   Note: Breakage reported after this window is considered accidental damage by the user and is not covered by the legal warranty of durability (which covers manufacturing defects, not physical accidents).

·       Manufacturer Defects: For mechanical issues (e.g., leaking feed), please contact us within 48 hours.

·       Exclusions: Damage caused by misuse, drops, disassembly, or incompatible inks (e.g., India ink) is not covered.

6. Shipping & Returns Process To initiate a return, contact us at hi@shosai.ca for authorization. Do not send items back without approval.

·       Mail Returns: You are responsible for return shipping costs. If the item is confirmed defective by Shosai, we will reimburse standard shipping costs as required by law.

·       Local Drop-off (Gatineau): Local customers may drop off approved returns at our studio by appointment.

7. Refunds Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

·       Approved: Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a reasonable number of days.

·       Rejected: If the item is found to be used or damaged by the customer, no refund will be issued, and the item can be shipped back to you at your expense.