01

Disclosure under Japan's Act on Specified Commercial Transactions

Seller

NEULO Co., Ltd.

Representative

Representative Director: Yuta Funase

Business address

〒150-0043
3F Shibuya Place, 1-10-5 Dogenzaka, Shibuya-ku, Tokyo, Japan
We will provide the return address after receiving your request. Please send returns to the address we provide, rather than the business address above.

Contact

support@neulo.com
We will disclose our telephone number promptly by email or another means upon request. To request it, email support@neulo.com.
For inquiries, please email support@neulo.com.

Prices

Prices are shown on each product page. Prices for sales within Japan include consumption tax.

Additional charges

Shipping within Japan is free. For international purchases, you pay only the product price and shipping charge shown at checkout. NEULO pays all import duties, import taxes and customs clearance fees. No additional payment is due on delivery. Available destinations and shipping charges are confirmed at checkout.

Payment methods and timing

You may use the payment methods shown at checkout, such as credit cards and Apple Pay. Payment for regular purchases is taken when you order. Any different payment terms for pre-orders or other products are shown on the relevant product page.

Dispatch and delivery

We normally dispatch orders on the next business day after the order date. We do not dispatch on Saturdays, Sundays or public holidays in Japan. Pre-orders and similar products follow the dispatch schedule shown on the relevant product page. Domestic orders are delivered by Sagawa Express, with transit times depending on the origin and destination. For international orders, we select a carrier according to the destination and order details. Weather, traffic, customs clearance and other circumstances may cause delays. We will provide shipping information after dispatch.

Quantity limits and order periods

Products are sold subject to available stock. Any quantity limits or order periods are shown on the relevant product page.

Order cancellation and address changes

Cancellation and address-change requests must be received by 23:59 Japan Standard Time on the day you place your order. Please include your order number and email support@neulo.com. The same deadline applies on Saturdays, Sundays and public holidays. This does not affect your statutory rights.

Returns, exchanges and defects

Requests for change-of-mind returns and size exchanges within Japan must be made within 30 days of completing payment for your order. Requests for international change-of-mind returns must be made within 30 days of completing payment for your order. Products must only have been tried on indoors and must include the product, shoe box and all accessories. For details about shipping costs, defects, incorrect deliveries and international returns, see our Returns, Exchanges & Refunds Policy.

02

Terms of Use

Article 1 — Scope

1. These terms apply to the use of, and purchases from, the official NEULO online store (the Store), operated by NEULO Co., Ltd. (NEULO).
2. The product-specific sales conditions shown on product pages, the Returns, Exchanges & Refunds Policy on this page and the Privacy Policy apply together with these terms. If product-specific conditions differ, they take precedence to the extent permitted by law.
3. Nothing in these terms limits your rights under mandatory laws applicable in your destination country or region or otherwise.

Article 2 — Eligibility and accounts

1. Minors must obtain consent from their legal guardian before using the Store.
2. Creating an account is optional. Whether you have an account does not change contract formation or the conditions for returns and exchanges.
3. Please enter accurate order and registration information and update it when it changes.

Article 3 — Product information and stock

1. Product names, specifications, sizes, colours, prices, stock and dispatch schedules are shown on product pages or elsewhere in the Store. Colours in images may differ from the actual product due to screen or photography conditions.
2. If we discover after you order that we cannot supply a product, we will contact you promptly and offer an alternative. If you do not want the alternative, or no alternative is available, we will refund the amount you paid for the affected product.

Article 4 — Prices, shipping and taxes

1. The product price and shipping charge displayed at checkout apply. For international purchases, NEULO pays all import duties, import taxes and customs clearance fees; no additional payment is due on delivery. Responsibility for shipping charges and taxes is set out in the Disclosure under Japan's Act on Specified Commercial Transactions.
2. If we discover a material display error, we will contact you and correct it, cancel the order or issue a refund in accordance with applicable law.

Article 5 — Orders and contract formation

1. A sales contract is formed when checkout is completed and payment is authorised. Any product-specific conditions for pre-orders or other products apply as displayed.
2. If we cannot fulfil an order because of insufficient stock, quantity limits, a material display error, unsuccessful payment, a fraudulent order or incomplete information such as the delivery address, we may cancel it after contacting you, in accordance with applicable law. Any payment taken for the cancelled portion will be refunded.

Article 6 — Payment

1. Choose a payment method displayed at checkout and pay in accordance with the payment provider's terms. Only use a payment method that you are authorised to use.
2. We may hold an order and request cancellation or a new payment following fraud checks or a decision by the payment provider.
3. Refunds are normally made to the original payment method. Processing times vary by payment provider and financial institution.

Article 7 — Dispatch and delivery

1. Dispatch timing and delivery methods follow the Disclosure under Japan's Act on Specified Commercial Transactions and the information shown on the relevant product page.
2. If a product is returned because of circumstances attributable to you, such as absence, refusal of delivery or an incorrect address, we may cancel the order after contacting you. To the extent permitted by law, we may deduct actual outbound and return shipping costs and other incurred costs from the refund. You may also need to pay any costs of reshipping.
3. The deadline and contact details for address changes are set out under Order cancellation and address changes.

Article 8 — Cancellations, returns, exchanges and refunds

Order cancellations are subject to the deadline on this page. Returns, exchanges and refunds are subject to our Returns, Exchanges & Refunds Policy. Please submit a request in advance and return the product using the method we provide. If you cannot use the form, you may contact us by email.

Article 9 — Pre-orders and limited sales

Product-specific conditions, including sales periods, purchase conditions, payment timing, dispatch schedules and cancellation conditions, are shown on the relevant product page. If the dispatch schedule changes, we will notify your registered contact address. Cancellations and refunds will be handled in accordance with the displayed conditions and applicable law.

Article 10 — Prohibited conduct

Providing false information, fraudulent payments, purchases for resale, improper circumvention of sales conditions, interference with Store operations, misuse of another person's account or personal information, and conduct contrary to law or public order and morals are prohibited. In the event of a violation, we may cancel orders, suspend dispatch, restrict access or take other necessary measures in accordance with applicable law.

Article 11 — Intellectual property

Rights to the Store's text, images, videos, logos and other content belong to NEULO or the respective rights holders. Except as permitted by law, you may not reproduce, republish, modify or sell this content without permission.

Article 12 — Suspension and interruption

We may suspend all or part of the Store for maintenance, technical failures, disasters, communications or security measures, or other reasons. Except in emergencies, we will provide advance notice where possible.

Article 13 — Liability

NEULO is liable in accordance with applicable law. Except in cases of intentional misconduct or gross negligence by NEULO, and to the extent permitted by law, compensation is limited to ordinary and direct loss. Any exclusion or limitation of liability prohibited by the Consumer Contract Act or other applicable law does not apply.

Article 14 — Changes to these terms

We may amend these terms in accordance with applicable law. We will publish the changes and their effective date in the Store and, where necessary, provide advance notice or obtain consent. Changes will not unlawfully disadvantage your rights relating to orders for which a contract has already been formed.

Article 15 — Personal information

We handle personal information in accordance with our Privacy Policy.

Article 16 — Governing law and jurisdiction

These terms are governed by Japanese law. The Kobe District Court or Kobe Summary Court has exclusive agreed jurisdiction as the court of first instance for disputes. However, any different consumer protections or jurisdiction rules required by applicable mandatory law take precedence.

Article 17 — Inquiries

For inquiries about these terms or purchases, please email support@neulo.com. Seller information is available in the Disclosure under Japan's Act on Specified Commercial Transactions.

03

Returns, Exchanges & Refunds Policy

Request deadline and product condition

• Requests for change-of-mind returns and size exchanges within Japan must be submitted within 30 days of completing payment for your order.
• Requests for international change-of-mind returns must be submitted within 30 days of completing payment for your order. Size exchanges are not available for international orders.
• You may try products on indoors. Products used outdoors or otherwise worn are not eligible for change-of-mind returns or exchanges.
• The product, shoe box and all accessories must be included in the condition in which they arrived. We cannot accept change-of-mind returns or exchanges if missing items, dirt, damage, odours, creasing from wear or other issues make the product difficult to resell.
• Please report defects or incorrect deliveries as soon as you notice them. We will also review defects discovered after use. The 30-day request deadline and unused-condition requirements do not limit your statutory rights.

Domestic and international orders

Within Japan

We accept returns or size exchanges for the same product. PathOne size exchanges are limited to one per identical product. If exchange stock is unavailable or you prefer a return, we will refund the full product price. Returns after a size exchange are also accepted if the eligibility conditions are met.

International orders

You can return your order for a refund. We do not offer size exchanges for international orders. We will refund the full product price. For change-of-mind returns, the original shipping charge is not refunded unless applicable law requires otherwise.

Faulty or incorrect items

After checking the product's condition, we will arrange an exchange or, if you prefer, a full refund of the product price. International cases are normally handled by return and refund, unless applicable law requires otherwise. NEULO covers necessary shipping and collection costs without a limit on the number of such cases.

Shipping, collection and customs costs

• For change-of-mind returns and exchanges within Japan, NEULO covers shipping and collection costs for the first return or exchange per order, counted together. You pay shipping and collection costs from the second occasion onwards. For international change-of-mind returns, you pay return shipping and collection costs from the first occasion.
• The first-occasion limit does not apply to returns or exchanges attributable to NEULO, such as initial defects or incorrect deliveries.
• For international change-of-mind returns, you pay any customs duties, import taxes, customs clearance fees and similar charges incurred when returning the product. NEULO covers these costs for returns attributable to NEULO, such as initial defects or incorrect deliveries.
• Any different allocation of costs or refund requirements under applicable law takes precedence.

International returns: from request to refund

1. Email support@neulo.com from the email address used for your order. Include your order number and the details of your return request or problem. The domestic collection-date form is not required for international requests.
2. Wait for NEULO to provide the return address and return instructions before sending the product back. Follow the instructions provided for your destination; do not assume that domestic Sagawa collection is available outside Japan.
3. After the returned product arrives, we inspect it and process the refund. International size exchanges are not available. Faulty or incorrect items are handled as described above. Any legally required deadline applies.
4. Refunds are normally processed through Shopify to the original payment method. The time taken to appear on your statement varies by payment provider and financial institution.

Email us about an international return

Within Japan: from request to refund or exchange

1. Returns & Exchanges Form: enter your order number and the email address used for your order, your request details and your preferred collection date. This form and collection-date process are for orders delivered within Japan.
2. After receiving your request, we arrange Sagawa Express collection using the method specified by NEULO. When using the collection we arrange, there is no separate deadline for the returned product to reach us. Please follow the return instructions we provide.
3. After the returned product arrives, we inspect it and issue a refund or dispatch the exchange product. Any legally required deadline applies.
4. Refunds are normally processed through Shopify to the original payment method. The time taken to appear on your statement varies by payment provider and financial institution.

If the domestic form is unavailable, or for defects discovered after the request deadline or requests based on statutory rights, please include your order number and email support@neulo.com.

Open the domestic Returns & Exchanges Form