Refund policy
Thank you for choosing Fuji Scissors. We are committed to providing high-quality tools and excellent service to hair professionals worldwide. This return policy outlines your rights and our conditions in accordance with Spanish and EU consumer protection laws.
1. Right of Withdrawal (EU & Spain)
As per Spanish and EU law, you have the right to withdraw from your purchase within 14 calendar days of receiving the goods, without needing to provide a reason.
To exercise this right:
- Items must be unused, in their original condition and packaging, and include all accessories.
- Custom engraved or personalized items are excluded from this right, as they are made-to-order, per Article 103 of the Spanish Consumer Law.
To initiate a withdrawal, send us an email at customerservice@fujiscissorseurope.com including your full name, order number, and a clear statement of your intention to withdraw.
You will then have 14 days to return the product to our address (provided via email).
The refund will be issued within 14 calendar days of receiving the returned goods, using the original payment method.
Return shipping costs are the responsibility of the customer, unless the product was defective or delivered in error.
2. Order Cancellation (Before Shipping)
You may request to cancel or modify your order after placing it. However, please note that orders may be processed and shipped within a few hours.
As our customer service response time is 24–48 hours, we cannot guarantee that your request will be seen before the order is shipped. Therefore, cancellation or modification may not be possible, even if your request is submitted shortly after placing the order.
We kindly ask you to review your order carefully before completing your purchase.
3. Returns & Exchanges (After Withdrawal Period)
We do not accept returns based on change of mind or incorrect product selection after the expiration of the statutory withdrawal period. Customers are responsible for ensuring that the selected product meets their professional needs prior to purchase.
If an item is alleged to be damaged or defective, the customer must notify Fuji Scissors without undue delay and, in any case, as soon as reasonably possible after delivery. For professional hairdressing tools, any manufacturing defect would be evident upon receipt or during the first inspection or initial use.
Notifications made more than 72 hours after delivery will be subject to heightened verification requirements, as the passage of time significantly limits the ability to determine whether the condition existed at the time of delivery. In such cases, the customer may be required to provide clear, objective evidence that the defect was present upon receipt.
For professional tools that are sensitive to adjustment, handling, maintenance, and impact, performance issues reported after use — including cutting feel, resistance, noise, or technique-related results — are presumed to result from setup, use, or subsequent handling, unless the customer demonstrates otherwise.
Where a manufacturing defect is not clearly established, the product shall be deemed conforming at delivery, and no refund, replacement, or return will be granted.
4. Non-Returnable Items
- Custom engraved or personalized items (unless defective)
- Used or damaged products not due to factory defect
- Items returned without original packaging or missing accessories
5. Return Procedure
If your return is approved, please follow these steps:
- Contact us at customerservice@fujiscissorseurope.com
- We will send you return instructions and, where applicable, a prepaid, trackable return label
- Pack the product securely in its original box
- Return it using the provided label or a trackable service
For inspection cases, Fuji Scissors may provide a prepaid return label to ensure safe shipment.
If a manufacturing defect is confirmed, this cost will be fully covered by us.
If the product is found to be in perfect working condition, it will be returned to the customer, and the cost of shipping both ways may be charged to the customer.
Refunds are usually processed within 7 business days after inspection and approval.
If the customer is unavailable to receive the parcel and it is returned to Fuji Scissors, the return will be treated as initiated by the customer. The product price will be refunded once the goods are received and verified.
6. Shipping Fees
Shipping fees (including returns) are non-refundable unless:
- The return is due to our error
- The product is confirmed to be defective
If a prepaid return label was provided and the product is not defective, Fuji Scissors reserves the right to deduct or recharge the return shipping cost.
7. Lost or Delayed Parcels (EU Consumer Rights Compliance)
In accordance with EU consumer-protection rules (Directive 2011/83/EU), orders must be delivered within the delivery timeframe communicated at checkout. If delivery is delayed, the consumer may request resolution, and the seller may set a reasonable additional period to allow the carrier to complete the delivery.
Based on these regulations, we treat parcels as lost if they have not been delivered within 60 days from the date of dispatch. This period reflects international transit standards and ensures full eligibility for investigation and carrier compensation.
If your order has not arrived within this period, you are entitled to a full refund or replacement, according to your preference.
8. Performance Notes
If your scissors are not cutting cleanly (for example, pushing or bending hair), this is most commonly caused by incorrect tension adjustment and does not in itself indicate a manufacturing defect.
We strongly recommend checking our tension adjustment instructions or consulting a professional before requesting a return.
In accordance with EU Directive 2011/83/EU, the right of withdrawal applies only where the product has been handled solely to the extent necessary to verify its nature, characteristics, and basic functioning. For professional hairdressing tools, including scissors, any use beyond basic inspection — including cutting hair, repeated testing, professional use on clients, or use over multiple days — constitutes use beyond inspection.
Performance concerns reported after use, including cutting feel, resistance, noise, or technique-related results, do not constitute a manufacturing defect where the product is otherwise intact and functional, unless the customer can demonstrate that a defect was present at the time of delivery.
Such concerns are considered matters of use, adjustment, or maintenance and are not eligible for refund or return once the product has been used.
9. Policy Changes
This policy may be updated at any time. Please review it regularly for the latest version.