Refund policy
Returns & Refund Policy
Last Updated: [October 9, 2026]
We want you to be satisfied with your Veritecoeur purchase.
This policy explains our return and refund procedures for international orders.
Nothing in this policy excludes or limits any mandatory consumer rights available under the laws applicable to you.
1. Return Address
All international returns are sent to Japan.
Return Address
MT Roots Co., Ltd.
Veritecoeur International Returns
1-16-4 Takasago, Chuo-ku, Fukuoka-shi, Fukuoka 810-0011
Japan
Please contact us before returning any product.
2. EU Customers — Statutory Right of Withdrawal
If you are a consumer residing in the European Union, you generally have a statutory right to withdraw from a distance contract within 14 days without giving a reason.
For goods, the withdrawal period generally begins on the day you, or a third party designated by you other than the carrier, receives the goods.
Where an order is delivered in multiple shipments, the applicable withdrawal period may begin when the last item or part of the order is received, as provided by applicable law.
3. How to Exercise the EU Right of Withdrawal
To exercise your statutory right of withdrawal, you must notify us of your decision to withdraw before the applicable withdrawal period expires.
You may contact us by email:
shop@veritecoeur.jp
Please include:
- order number;
- name;
- email address;
- products you wish to return; and
- your clear statement that you wish to withdraw from the contract.
You may use the model withdrawal form provided at the end of this policy, but its use is not mandatory.
4. Returning EU Orders
After notifying us of withdrawal, please return the relevant products without undue delay and, in any event, within the period required by applicable law.
Unless otherwise stated or required by law, the direct cost of returning the goods to Japan is borne by the customer.
We recommend using a trackable international shipping service.
5. Handling of Returned Goods
You may handle the goods only to the extent necessary to establish their nature, characteristics and functioning.
If the value of the goods has been diminished because they have been handled beyond what is necessary to inspect them, we may be entitled to make a deduction from the refund to the extent permitted by applicable law.
For example, ordinary inspection or fitting of clothing and shoes in the same manner reasonably permitted in a physical store will generally not, by itself, constitute excessive handling.
6. EU Refunds
When you validly exercise the statutory right of withdrawal, we will refund the payments received from you in accordance with applicable law.
Where required by law, this includes the cost of standard delivery.
If you selected a more expensive delivery option, we are generally not required to refund the additional amount attributable to that more expensive option.
We may withhold the refund until we have received the returned goods or you have supplied evidence of having returned them, whichever occurs first, where permitted by applicable law.
7. UK Customers — Statutory Cancellation Right
If you are a consumer residing in the United Kingdom, you generally have a statutory right to cancel a distance contract within 14 days after receiving the goods.
You do not generally need to provide a reason for cancellation.
After notifying us of cancellation, you generally have a further 14 days to return the goods.
These periods and rights are subject to applicable UK law.
8. UK Refunds
Where a UK customer validly exercises the statutory cancellation right, we will provide a refund in accordance with applicable law.
Where required, the refund includes the cost of standard delivery.
If a customer selected a more expensive delivery option, only the cost of standard delivery is required to be refunded where permitted by law.
Where permitted by law, we may make a deduction if the value of the goods has been reduced because the goods were handled beyond what is reasonably necessary to establish their nature, characteristics and functioning.
We will make refunds within the period required by applicable UK law.
9. Taiwan Customers — Statutory Rights
If you are a consumer in Taiwan, distance transactions are subject to applicable Taiwanese consumer protection law.
Where the statutory right to cancel or withdraw applies, customers generally have a seven-day period beginning from the day following receipt of the goods, subject to applicable law and statutory exceptions.
We will process applicable cancellations, returns and refunds in accordance with Taiwanese law.
10. Hong Kong Customers
Returns and refunds for customers in Hong Kong are subject to applicable law and any voluntary return policy offered by us.
Unless otherwise required by applicable law, a change-of-mind return is available only where expressly provided by our voluntary return policy.
11. Singapore Customers
Returns and refunds for customers in Singapore are subject to applicable law and any voluntary return policy offered by us.
Unless otherwise required by applicable law, a change-of-mind return is available only where expressly provided by our voluntary return policy.
12. Defective, Damaged or Incorrect Products
Please contact us if you receive:
- a defective product;
- a damaged product;
- an incorrect product;
- an incomplete order; or
- a product that does not conform to its description or contract.
We will review the issue and provide the remedy required by applicable law.
Depending on the circumstances and applicable law, the remedy may include:
- repair;
- replacement;
- price reduction;
- refund; or
- another appropriate remedy.
13. Return Shipping for Defective or Incorrect Products
Where the product is defective, damaged before delivery, incorrectly supplied, or otherwise subject to a statutory remedy, we will bear or reimburse reasonable return shipping costs where required by applicable law.
Please contact us before returning the product so that we can provide return instructions.
14. Shoes
Shoes may be inspected or tried on to the extent reasonably necessary to determine their nature, characteristics and functioning.
Where applicable law permits a deduction for diminished value, footwear that has been worn outdoors or used beyond what is reasonably necessary for inspection may result in a deduction from the refund.
This does not affect statutory rights relating to defective or non-conforming goods.
15. Leather and Natural Materials
Leather and other natural materials may have natural variations in:
- color;
- grain;
- texture;
- wrinkles;
- markings;
- softness; and
- other surface characteristics.
These characteristics do not necessarily constitute defects.
However, manufacturing defects, material failures, significant discrepancies from the product description, or other legally non-conforming conditions remain subject to applicable statutory remedies.
16. Sale Items
Sale and discounted products remain subject to applicable statutory consumer rights.
A product being sold at a discount does not remove statutory rights relating to defective or non-conforming goods.
Any voluntary return restrictions applicable to sale items will be clearly communicated before purchase.
17. Pre-Order Products
Pre-order products are subject to the same statutory consumer rights as other products.
Estimated shipping dates are provided for information and may change.
If applicable law provides a right to cancel because of a delay or other circumstance, that right remains unaffected.
18. Return Packaging
Please return products safely packaged to avoid damage during transportation.
Where reasonably possible, please include original product packaging, tags, accessories and other items supplied with the product.
Failure to return packaging or tags does not by itself remove statutory rights where applicable.
19. Unauthorised Returns
Please contact us before returning a product.
This helps us identify your order and process the return efficiently.
We will not use an advance-contact requirement to restrict any statutory return, withdrawal or cancellation right.
20. Refund Method
Refunds will normally be made using the original payment method unless:
- otherwise agreed with you; or
- another method is required or permitted by applicable law.
21. Refund Currency
Refunds are processed through the payment method used for the original transaction.
Because currency conversion rates may change between the purchase and refund dates, the amount appearing in the customer's local currency may differ from the original amount displayed by the customer's bank or payment provider.
We are not responsible for exchange-rate differences imposed by banks or payment providers, to the extent permitted by law.
22. Model Withdrawal Form — EU
You may use the following form to exercise your statutory right of withdrawal:
To: MT Roots Co., Ltd. / Veritecoeur
Email: shop@veritecoeur.jp
I hereby give notice that I withdraw from my contract of sale of the following goods:
Order number: ____________________
Product(s): _______________________
Ordered on: ______________________
Received on: _____________________
Name of consumer: ________________
Address of consumer: _____________
Date: ____________________________
Signature (only if this form is notified on paper): ____________________
23. Contact
For returns and refunds:
MT Roots Co., Ltd.
Veritecoeur International
Email: shop@veritecoeur.jp
Telephone: +81-92-753-7559
Return Address:
1-16-4 Takasago, Chuo-ku, Fukuoka-shi, Fukuoka 810-0011
Japan