Refund policy
1. Nature of the Service
Zen Name is a fully made-to-order service in which a monk, drawing upon each customer's individual life story, selects and calligraphs a kanji name imbued with prayer. As each order entails an individualized production process, the special refund provisions set forth in this Policy shall apply.
2. Cancellation
2.1 Cancellation Before Payment
You may cancel without penalty at any time while filling out the hearing form or before payment is completed.
2.2 Cancellation After Payment
Once payment is completed, the naming process by the monk begins, and as a general rule, cancellations cannot be accepted.
If there are unavoidable circumstances, please contact us at zenname@tokuzoji.or.jp. We will respond to each case individually.
3. Refunds
3.1 BASIC Plan (¥80,000)
As this is a personalized service consisting solely of digital deliverables, refunds cannot be accepted after payment is completed.
3.2 PREMIUM Plan (¥200,000)
As with BASIC, refunds cannot be accepted after payment is completed.
3.3 LEGACY Edition (¥500,000 + shipping fee by region)
As both the digital and physical deliverables are made-to-order, returns and refunds due to customer preference cannot be accepted.
Damage or defects during shipping only: Within 7 days of delivery, please contact us at zenname@tokuzoji.or.jp with photographs of the damaged areas attached. Upon verification, we will arrange exchange or refund.
3.4 Donation
Donations, by their nature, are not eligible for refund under any circumstances.
Donation funds will be broadly used for the relocation, maintenance, preservation of cultural properties, and continuation of Buddhist cultural activities of Tokuzoji Temple. The realization, timing, or specific content of any particular use (such as restoration of the main hall or preservation of individual cultural properties) is not guaranteed.
Exception for payment errors: In the case of duplicate or erroneous charges due to system malfunction, as an exception to the "no refund" principle in this section, we will promptly investigate and refund upon contact.
3.5 Custom Order
As Custom Orders are based on individual agreement, refund conditions will be notified at the time of our proposal.
4. For Customers in the EU / EEA / UK — Right of Withdrawal (Cooling-Off Period)
Statement pursuant to Article 16(c) of the EU Consumer Rights Directive (Directive 2011/83/EU) and the UK Consumer Contracts Regulations 2013:
Ordinarily, consumers in the EU/EEA/UK are entitled to a 14-day right of withdrawal (cooling-off period). However, due to the following exceptions, the right of withdrawal does not apply to our services.
Personalized Goods Exception: Goods made to the consumer's specifications or clearly personalized are not subject to the right of withdrawal. Zen Name is individually named and calligraphed for each customer and falls under this exception.
Digital Content Exception: After the supply of digital content has commenced, the right of withdrawal does not apply if the consumer has consented to its waiver.
Notification: We expressly notify customers that the above exceptions apply, both on the checkout screen and in the order confirmation email. By completing the payment process, you are deemed to have confirmed and expressly consented to the application of these exceptions.
5. For Customers in Australia and New Zealand — Consumer Guarantees
Under the Australian Consumer Law, goods and services come with certain consumer guarantees. Nothing in this Policy shall exclude, restrict, or modify these statutory consumer guarantees.
If goods or services fail to comply with a consumer guarantee, you are entitled to seek repair, replacement, or refund corresponding to the extent of the non-compliance.
Under the New Zealand Consumer Guarantees Act 1993, if goods or services do not meet reasonable quality standards, you are entitled to seek repair, replacement, or refund. Nothing in this Policy shall limit your rights under the New Zealand Consumer Guarantees Act.
6. For Customers in Brazil — Consumer Protection
Under the Brazilian Consumer Protection Code (CDC - Lei 8.078/90), if a product is defective, you are entitled to seek repair, replacement, or refund. Nothing in this Policy shall limit your rights under the CDC.
7. For Customers in Mexico — Consumer Protection
Under the Mexican Federal Consumer Protection Law (Ley Federal de Protección al Consumidor), if a product or service is defective, you have the right to file a complaint with PROFECO (Federal Consumer Protection Agency). Nothing in this Policy shall limit your rights under Mexican consumer protection law.
8. For Customers in Argentina — Consumer Protection
Under the Argentine Consumer Protection Law (Ley de Defensa del Consumidor - Ley 24.240), if a product or service is defective, you are entitled to seek repair, replacement, or refund. Nothing in this Policy shall limit your rights under Argentine consumer protection law.
9. For Customers in Canada — Consumer Protection
Under Canadian federal and provincial consumer protection laws, if a product or service does not meet reasonable quality standards, you are entitled to seek remedies in accordance with applicable laws. Nothing in this Policy shall limit your rights under Canadian consumer protection law.
10. For Customers in Other Countries and Regions
For customers residing in countries or regions not listed above, rights under the consumer protection laws of your country of residence are respected. Nothing in this Policy shall limit your rights under the mandatory laws of your country of residence.
11. Refund Procedure
If a refund is approved, the refund will be automatically issued to your original payment method within 10 business days. Depending on processing by your bank or credit card company, it may take additional time (approximately 5–10 days) for the refund to appear on your statement.
12. Handling of Damage or Defects
If there is a problem with the delivered product, please contact us according to the following procedure.
Scope: Damage, soiling, or receipt of an incorrect item during shipping.
Deadline: Within 7 days of delivery.
Method: Please email zenname@tokuzoji.or.jp with photographs of the damaged areas attached.
For customers in Australia and New Zealand, the reasonable periods provided under the Australian Consumer Law and the New Zealand Consumer Guarantees Act shall apply. For customers in other countries, the mandatory laws of your country of residence shall prevail.
Upon verification, we will arrange exchange or refund. If there are typographical errors or similar issues in the selected kanji, we will promptly resend or re-calligraph the correct version.
13. Contact
For any questions, please contact us at the details below.
Zen Name (Tokuzoji Temple, Religious Corporation)
Representative: Senno Aiba (Representative Director of Tokuzoji Temple)
Administrative Manager: Shinjiro Nakamura (Administrative Operations Manager)
Address: 4F Oumonkai Bldg. II, 2-10-7 Shibadaimon, Minato-ku, Tokyo 105-0012, Japan
Phone: +81-3-6453-0792 (Weekdays 10:00–17:00 JST)
Email: zenname@tokuzoji.or.jp
Website: https://zenname.org/