Returns Policy

Returns & Refund Policy

Owing to the nature of one-of-a-kind works and living creatures, our returns and refunds are governed as follows. Please read before purchasing. This is a reference translation; the Japanese version prevails. For consumers outside Japan, mandatory consumer-protection rules of your country of residence may apply.

01General Policy (Artworks / Specimen Art)

  • Our artworks (specimen art) are all one-of-a-kind, and are not returnable, exchangeable or cancellable for customer convenience. (This includes subjective differences in impression, size feel or color. Please review the description, photographs and dimensions carefully before purchasing.)
  • The above is stated as our return policy under the Act on Specified Commercial Transactions. Where such a policy is clearly stated, the statutory return right (Article 15-3 — the 8-day right that arises where no return policy is displayed) does not apply. The same return policy is also shown on the final confirmation screen at checkout.

02Exception: Transport Damage

  • Notwithstanding the above, where a work arrives damaged through an accident in transit, it is covered.
  • Notice period: contact info@herculeslabo.com within 7 days of arrival, with photographs of the outer packaging and of the damage.
  • Remedy: depending on the circumstances, repair, remaking, or a refund (full or partial) (a one-of-a-kind piece may not be reshippable), subject to the scope of the transport insurance.
  • Excluded: damage arising from handling or storage after you receive the work, aging, and variation inherent in natural materials and handwork.

03Exception: Non-Conformity (Defects / Hidden Faults)

  • Where an item is defective from the outset and materially differs from the order (non-conformity), we remedy it in accordance with law — by repair, replacement, refund, or otherwise.
  • Notice period (separate from transport damage): non-conformity, including latent defects that may only become apparent later, differs in nature from transport damage, which is apparent on arrival (§2). Accordingly, for non-conformity it is sufficient to notify us within a reasonable period from when you become aware of the non-conformity (the notice period in §2 applies to transport damage only, not to non-conformity). Notify us as in §2, with photographs of the item and the defect.
  • Because a latent defect may not be noticeable immediately on arrival, we do not fix a single short notice period for it.

04Live Insects: 72-Hour Live-Arrival Guarantee

In place of ordinary returns (returns and exchanges for customer convenience), live insects are covered by our own 72-hour live-arrival guarantee. As living creatures, live insects cannot be returned for customer convenience.

(1) Scope

  • Dead on arrival: where the insect had died by the time of delivery.
  • Within the guarantee period: where the insect was alive on arrival but is confirmed to have weakened or died within 72 hours of arrival.

(2) Notice period (differs by scope)

  • Dead on arrival — notify us by the day of arrival.
  • Within the guarantee period — notify us within 72 hours of arrival.

(3) Conditions (all must be met)

  • Specify a delivery time slot when the insect is shipped.
  • Receive it in person on the day of arrival (leave-at-door delivery, delivery lockers, absence of more than 24 hours, redelivery and refusal of delivery are not covered).
  • Notify us with the packaging unopened (or, within the guarantee period, in a state that shows the circumstances) and with photographs of the insect.

(4) Remedy

  • We resend an equivalent insect. If none is in stock, we refund the price in full.
  • We bear the shipping for resending and returning.

(5) Exclusions

  • Environmental factors beyond our control, such as extreme weather, natural disaster, or delivery delay.
  • Delay in receipt or absence for reasons attributable to the customer.
  • Death after 72 hours from arrival, and death arising from husbandry (excessive heat or cold, dryness, insufficient food, and the like).

(6) Weather hold

Where we judge that safe transport is difficult — in extreme heat or deep cold, for instance — we may adjust the ship date.

05International Charges & Duties (DDU)

  • International shipments are DDU (buyer-borne) as a rule. Import VAT, customs duties and clearance fees are charged to you, the importer, in the destination country. These charges are not refundable (they do not form part of the price and shipping we receive).
  • We share an estimated landed cost for your country before we ship, and ship only after you confirm. After your confirmation, refusing or failing to take delivery does not waive these import charges and is not refundable. Costs of return or disposal arising from refusal may be charged to you.
  • Where clearance is impossible (distinguished from your refusal of delivery): where, rather than your refusing delivery, import is not permitted under the destination country’s rules and the parcel cannot clear customs and is returned or destroyed, the following applies. We endeavour to confirm importability before shipping. Where clearance nonetheless proves impossible, we refund the price you have paid — if we recover the returned work in good condition — after deducting the actual costs we bore (outbound and return shipping, clearance, return or disposal, and the like). Where the work cannot be recovered or is destroyed, we advise individually whether a refund is possible. Import charges (VAT, duties, etc.) are not refundable.
  • Fine art is exempt from customs duty in many countries, but that exemption presupposes falling within each country’s customs definition of “works of art”, and whether specimen-based decorative art so qualifies is not yet settled. Where it does qualify, import VAT still applies (e.g. UK 5%, France 5.5%, Italy 5%, Germany 7%*); where it does not, standard rates may apply (e.g. Germany 19%, UK 20%). *Rates and classifications may change; we re-check the current classification and rate before shipping.
Cross-Border Notice · DDU

Import duties & taxes (please read before ordering). Prices and shipping do not include import VAT, customs duties, or clearance fees charged by your destination country. As the importer, you are responsible for these charges, which your carrier or customs office will collect before delivery. Whether a piece qualifies for a reduced or zero customs duty depends on whether it falls within your country’s customs definition of “works of art” — for specimen-based decorative art this is not yet settled. Where it does qualify, import VAT still applies (e.g. UK 5%, France 5.5%, Italy 5%, Germany 7%); where it does not, standard rates may apply (e.g. Germany 19%, UK 20%). We will send you an estimated landed cost for your country before we ship — your order proceeds only after you confirm. Refusing delivery does not waive these charges. Questions? Contact us before purchasing.

06Refund Method & Timing

  • Refunds are, as a rule, made through the payment method used at purchase (a refund to the card for card payments; a transfer to your designated account for bank transfers). The treatment of transfer fees on a refund by bank transfer is advised individually.
  • Refunds are made within a reasonable period after we confirm the grounds, including the payment provider’s processing time.

07Contact

For returns, refunds or the guarantee, contact info@herculeslabo.com, use our contact form, or reach us on our official LINE account. Please also review our Legal Notice and Terms of Service.

This policy forms part of our Legal Notice under the Act on Specified Commercial Transactions. The notice period for transport damage is within 7 days of arrival.