Refund policy

Last Updated: [2026-08-25]

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.

Partial Returns on Multi-Item Sets: Some products (e.g., Colorverse two-bottle sets) are sold as a single unit at a combined price and cannot be partially returned. If one component of a set has been opened or used, the entire set is considered "Used" under this section and is not eligible for return, even if other components remain sealed. We recommend testing only one item at a time if you are uncertain about a set purchase.

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 6).
  • 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. Exchanges

We are happy to offer exchanges under the following conditions:

  • Nib Size / Unit Exchange: If you ordered the wrong nib size (e.g., F instead of M) or wrong unit, you may request an exchange within 14 days of delivery, provided the item is unused and meets the same "Unused" Condition standards described in Section 2.
  • Colour / Product Exchange: Due to the consumable nature of inks, opened or dipped items are not eligible for exchange (see Section 3, Section 4 "Dip Test" Rule). Unopened items may be exchanged for a different colour or product of equal or lesser value within 14 days.
  • Exchange Shipping: Customers are responsible for shipping costs both ways (returning the original item and receiving the replacement) on exchanges due to personal preference (wrong size, wrong colour chosen). If the exchange is due to our error (wrong item shipped), we cover all shipping costs both ways.
  • To request an exchange, contact us at hi@shosai.ca before sending any item back.

6. 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.
    • 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.

7. 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.

8. International Returns (U.S. & Other Countries)

For orders shipped outside Canada, the following additional terms apply:

  • Return Shipping & Duties: Customers are responsible for return shipping costs and any customs duties, brokerage fees, or taxes incurred when returning an item to Canada.
  • Refund Scope: Refunds cover the item price only. Original shipping costs, duties, and taxes paid at the time of import (via our DDP shipping model) are non-refundable, except in cases of confirmed manufacturing defects or shipping errors on our part.
  • Processing Time: Due to customs clearance on the return shipment, international refunds may take longer to process than domestic returns. We will keep you informed of the status.

9. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund within 3 business days.

  • Approved: Your refund will be processed within 5–10 business days of approval, and a credit will automatically be applied to your original method of payment.
  • 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.

10. Pre-Order Cancellations

Because many of our items are imported in batches from Japan, Taiwan, and Korea, our ability to cancel a pre-order depends on where the item is in our procurement cycle.

Opus 88 Pens

Orders for Opus 88 pens may be cancelled for a full refund within 7 calendar days of placing your order. After this window, your order has been included in our supplier purchase, and cancellation is no longer possible.

All Other Pre-Order Items

Due to less flexible procurement cycles, pre-order items other than Opus 88 pens are generally not eligible for cancellation once your order is placed.

  • Before Procurement: If your item has not yet been included in our order to the supplier, we may still be able to accommodate a cancellation at our discretion. Contact us at hi@shosai.ca with your order number to inquire.
  • Extended Delay: If your pre-order item has not shipped within 8 weeks of the estimated dispatch window listed on the product page at the time of purchase, you may cancel your order for a full refund, regardless of procurement status.

Quebec Residents: Nothing in this section limits your statutory rights under the Consumer Protection Act, including rights related to a merchant's failure to deliver goods within a promised or reasonable time.

Mixed Orders: If your order combines a pre-order item eligible for cancellation with in-stock items, only the pre-order portion may be cancelled; in-stock items already shipped or ready to ship are not affected. See Section 1 of our Shipping Policy for details on Mixed Orders.