Terms of service

Terms of Sale – version dated 29 October 2026

Article 1 – Scope and seller identification

These Terms of Sale govern purchases from zen-kiln.com and use of the ZenKiln website. “We”, “us” and “our” mean the seller, Nisshin Co., Ltd. (株式会社日進), a company incorporated under Japanese law as a kabushiki kaisha, operating ZenKiln.

Corporate Number: 4030001164531. Company Registration Number: 0300-01-164531. Representative and publication director: Ouyou Kakei (欧陽 佳慧).

Address: 3F Room 301, Shinjuku Oak Building, 2-16-15 Yoyogi, Shibuya-ku, Tokyo 151-0053, Japan. Phone: +81 70-5592-0707. Email: support@zen-kiln.com.

The website is hosted by Shopify Commerce Singapore Pte. Ltd. Hosting details appear in our Legal Notice. Trading information under Japanese law also appears on our Legal & Business Information page.

Article 2 – Orders

Read these terms and the product information before ordering. You must have the legal capacity to enter into a purchase contract in your place of residence. An adult may allow a dependent minor to use the website under their supervision.

Check the items, quantities, contact details, delivery address and total before submitting an order with an obligation to pay. Provide accurate information and tell us promptly about errors or changes. Order confirmation is sent by email; retain it with these terms and the model withdrawal form.

Some items are available only online or in limited quantities. We may need to refuse, limit or cancel an order, including where an item is unavailable, payment cannot be verified or a fraud risk arises. Any decision remains subject to applicable law, our obligations for an accepted order and your right to reimbursement of payments when an order is cancelled.

Article 3 – Prices

Prices are shown in the currency displayed for your destination. The total and applicable shipping charges are shown before you submit the order. Prices and availability may change. We correct verified errors in descriptions, prices, shipping charges and availability; a correction does not automatically change an accepted order or remove applicable rights.

For delivery in France, prices are in EUR and include all taxes (TTC), import VAT and customs duties. French orders ship DDP (Delivered Duty Paid): we prepay these charges and you have nothing to pay on delivery. Shipping to France costs €23 per order in addition to the item price, and is included in the total shown before you submit your order.

Orders to the United States, Germany and the Netherlands also ship DDP, as explained in our Shipping Policy, with import duties and applicable import taxes prepaid. For other destinations, import duties, taxes and customs clearance charges may be payable by the recipient under the destination’s rules. See the destination information and charges provided before purchase and our Shipping Policy.

Article 4 – Payment

The available payment methods and amount payable are displayed at checkout. Check the summary before confirming and use a payment method you are authorised to use. If payment fails or cannot be verified, contact us to check the status of your order. Refunds follow Articles 7 to 10 below, depending on the reason for the refund.

Article 5 – Delivery

Orders ship from Japan with tracking. Preparation and dispatch usually take 1–5 business days after payment confirmation for orders shipping to Germany, and 1–3 business days for other destinations. Delivery to France usually takes 6–14 days after dispatch, and shipping costs €23 per order. Tracking information is sent when your order is dispatched. See our Shipping Policy for other destinations.

The delivery date or period communicated when you order applies. For French consumers, if no date or period is indicated or agreed, we deliver without unjustified delay and no later than 30 days after the contract is concluded, in accordance with Article L. 216-1 of the French Consumer Code. Mandatory delivery rules applicable to other consumers remain unaffected.

Customs procedures, carrier disruptions, holidays or incorrect address details may affect estimates. This does not remove our delivery obligations or your statutory remedies for late or failed delivery. Contact support@zen-kiln.com if there is a problem.

Article 6 – Cancellation requests within 12 hours

As a commercial facility, you may request that we stop processing your order by contacting support@zen-kiln.com within 12 hours of purchase. After that, the order may already be in preparation or packed for shipment, so stopping processing cannot be guaranteed.

This 12-hour window does not limit or replace the separate 14-day statutory right of withdrawal described in Article 7 or any other statutory right.

Article 7 – EU and French consumers: statutory withdrawal

If you are a consumer in the EU, you may withdraw from an eligible online purchase without giving a reason or seeking our prior approval within 14 days after you, or a third party you designate other than the carrier, receive the goods. For one order delivered separately, the period begins on receipt of the last item, lot or piece. The day of receipt is not counted. For French consumers, if the deadline falls on a Saturday, Sunday or public or non-working holiday, it extends to the next working day. Any longer statutory period remains applicable. For France, these rights are provided by Articles L. 221-18 and following of the French Consumer Code.

Online withdrawal function. You can exercise your right free of charge using Withdraw from contract here. On the French site, the link Renoncer au contrat ici is located in the footer of every page, directly accessible and available throughout the withdrawal period. The Dutch site’s function is at Overeenkomst hier herroepen.

The form allows you to provide or confirm your name, order number, order email (where the acknowledgement is sent), the items concerned and, optionally, the order or delivery date. Submit the declaration using the confirmation button, labelled “Confirmer la rétractation” on the French form. We send an acknowledgement without undue delay on a durable medium, by email, including the content of your declaration and the date and time it was sent. For France, this function is provided under Articles L. 221-21 and D. 221-5 of the French Consumer Code.

Other methods and model form. Before the deadline, you may instead send the model form in Article 8, or any unambiguous statement of your decision, to support@zen-kiln.com or by post to Nisshin Co., Ltd. – ZenKiln, 3F Room 301, Shinjuku Oak Building, 2-16-15 Yoyogi, Shibuya-ku, Tokyo 151-0053, Japan. Using the model form is optional. Identify the order and goods and retain a copy or other proof of your notice. The French model form is also reproduced in the French CGV.

Returning goods. Return the goods without undue delay and no later than 14 days after notifying us of your withdrawal, to the Japan address above. Sending them before that deadline is sufficient. We can help with packing and return instructions, but waiting for our reply does not suspend this deadline. You bear the direct cost of returning the goods. This does not govern returns for faulty or non-conforming goods, for which your applicable statutory rights and our obligations remain unaffected.

Condition of goods. You are liable only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, and only if we properly informed you of your right of withdrawal. Pack fragile goods securely. Original packaging is recommended, but is not a condition of exercising this right.

Reimbursement. We reimburse all payments received for the withdrawn contract, including our least expensive standard delivery charge, without undue delay and no later than 14 days after being informed of your decision. Extra costs for a more expensive delivery method you expressly chose are not reimbursed. Unless we offer to collect the goods, we may withhold reimbursement until we receive them or you provide evidence of sending them back, whichever happens first. We use the original payment method unless you expressly agree otherwise, without any reimbursement fee.

Exceptions. Withdrawal does not apply to goods made to your specifications or clearly personalised, or where another statutory exception actually applies. Any applicable exception is disclosed before purchase. Ordinary ceramics are not excluded merely because they are handmade, second-hand, antique or marked non-returnable. Exceptions do not affect statutory remedies for defects or non-conformity.

This statutory right applies independently of our 30-day commercial return policy and the 12-hour request to stop processing an order. Statutory withdrawal rules take priority over conflicting commercial conditions. Consumers elsewhere retain any mandatory withdrawal or cancellation rights applicable to them.

Article 8 – Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Nisshin Co., Ltd. (株式会社日進) – ZenKiln, 3F Room 301, Shinjuku Oak Building, 2-16-15 Yoyogi, Shibuya-ku, Tokyo 151-0053, Japan, support@zen-kiln.com:

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):

Ordered on (*)/received on (*):

Order number:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is submitted on paper):

Date:

(*) Delete as appropriate.

Article 9 – 30-day commercial returns and exchanges

In addition to statutory rights, you may request a return or exchange of an eligible item within 30 days of delivery. Email support@zen-kiln.com with the order number and reason for your request. For this commercial procedure, wait for our return instructions before sending the item.

Commercial returns must be in their original condition and packaging. The buyer is responsible for diminished value if the item is not returned in its original condition, and for standard return or exchange shipping to our Japan address. Custom, personalised, final-sale or clearly marked non-returnable items are excluded from this commercial facility unless they arrive damaged, defective or not as described.

After a commercial refund is approved, we process it within 5 business days; your bank or payment provider may need additional time to display the credit. See our Refund Policy for full details and the applicable market version for France, the Netherlands or Germany.

These commercial conditions do not replace or limit statutory withdrawal, legal guarantees or remedies for defects. They do not make statutory withdrawal conditional on approval, a reason or original packaging. Withdrawal refunds follow Article 7 and do not depend on discretionary approval.

Article 10 – Legal guarantees for EU and French consumers

Mandatory legal guarantees and remedies in your country of habitual residence remain applicable. For French consumers, the statutory conformity guarantee covers defects appearing within two years of delivery. Repair or replacement must be free of charge, within 30 days of the request and without major inconvenience. Price reduction or termination and reimbursement are available where the statutory conditions are met, including refusal or failure to bring the goods into conformity, excessive delay, major inconvenience or a sufficiently serious defect. A minor defect does not entitle the consumer to terminate the sale.

A repair under this guarantee extends the initial guarantee by six months. If you request repair but we impose replacement, the guarantee is renewed for two years from replacement. The remaining guarantee is suspended while goods are immobilised for repair or replacement. Applicable obligations concerning digital elements and necessary updates, where relevant, also remain unaffected.

The full French statutory notice under the annex to Article D. 211-2 of the French Consumer Code, including its digital-content provisions, is reproduced in Article 10 of the French version.

Contact and costs. To exercise a legal guarantee, contact support@zen-kiln.com or write to the seller at the address in Article 1. Include your order number and, if possible, photographs of the defect. We bear the return costs for non-conforming goods.

New and second-hand goods. Most products are new goods from Japanese brands. A few are second-hand or antique and are labelled as such on the product page. For French consumers, only items so labelled have the 12-month presumption under Article L. 217-7: a conformity defect appearing within that period is presumed to have existed on delivery, unless proved otherwise. For new goods, the presumption lasts 24 months, unless incompatible with the nature of the goods or defect. The conformity guarantee itself remains two years from delivery, including for second-hand goods.

Product information must describe relevant variations, condition, wear and repairs. A “handmade”, “second-hand” or “antique” description alone does not remove legal guarantees. A departure from conformity requirements can be relied on only where the legal conditions are met, including specific information and express, separate agreement under Article L. 217-5, III. Agreement to these terms alone is not that separate agreement.

Hidden defects. French consumers also benefit from Articles 1641–1649 of the French Civil Code for hidden defects that make the goods unfit for their intended use or so reduce that use that the buyer would not have bought them, or would have paid less, had the defect been known. An action must be brought within two years of discovering the defect under Article 1648. Under Article 1644, the buyer may return the goods and seek reimbursement of the price or keep them and seek a price reduction. Apparent defects the buyer could ascertain are excluded under Article 1642. These guarantees apply independently of our commercial return policy.

Article 11 – Product information and variation

Descriptions, prices and care information should help you make an informed purchase. Contact us to confirm a detail or report an error. We correct verified errors without excluding responsibility for inaccurate or misleading information.

Most items are new goods from Japanese brands; this does not mean that all items are made in Japan. Some are made in China. Origin is shown on the product page, for example “Origin: China (Yakushigama, Japan)”. The few second-hand or antique items are identified on their product pages.

Some ceramics vary in colour, glaze, texture, dimensions or painted pattern. The description should explain relevant variation. A material mismatch, unsafe condition or defect is not excused by describing an item as handmade. We aim to show colours accurately, although screens can display them differently.

Article 12 – Complaints

For questions or complaints, contact support@zen-kiln.com or write to the address in Article 1, identifying your order and the problem. We will seek an amicable solution with you.

Contact details for a consumer mediator will be provided here once we have joined a mediation scheme.

Seeking an amicable solution does not limit your right to bring proceedings before a competent court.

Article 13 – Personal information

Our store is hosted by Shopify. Shopify processes data about visits and purchases and, through Shopify Network Intelligence, uses information from interactions with our store, other merchants and Shopify to provide services such as advertising and personalisation. Information is shared with Shopify and other providers, which may be located in other countries. Our Privacy Policy explains processing, security, your rights and available choices. The French Privacy Policy is available for French readers.

Article 14 – Governing law and jurisdiction

These Terms of Sale are governed by Japanese law, subject to mandatory consumer protections applicable in your country of habitual residence. If you are a consumer habitually resident in an EU Member State, this choice cannot deprive you of the protection of mandatory provisions of the law of your country of habitual residence, in accordance with Article 6 of Regulation (EC) No 593/2008 (“Rome I”). In particular, consumers in France retain the French Consumer Code’s withdrawal and conformity-guarantee protections and the Civil Code’s hidden-defect guarantee.

In a dispute, following an attempt at amicable resolution and mediation where appropriate under Article 12, a consumer residing in the EU may bring proceedings in the courts of their domicile or any other competent court under applicable rules, including Regulation (EU) No 1215/2012.

Amicable resolution or mediation is not a compulsory precondition to bringing judicial proceedings. These terms do not impose exclusive Japanese jurisdiction.

Article 15 – Language

The French version of these Terms of Sale prevails for consumers in France.

Article 16 – Website use, content and third-party services

Do not use the site or products unlawfully. Do not copy, sell or exploit website content without permission except where the law allows it. Do not infringe others’ rights, send malicious code or phishing messages, collect personal data without authorisation, or interfere with website security or operation.

We may restrict access where necessary to comply with law, prevent fraud or protect the store and its users. You may stop using the site at any time. Ending or restricting access does not remove obligations or rights relating to an existing order.

Optional tools or services from other companies may have their own terms; read them before use. Operators of external websites we link to are responsible for their content and practices. A link does not mean ZenKiln operates that website. This does not exclude any responsibility we have under applicable law.

A review submitted for publication may appear with product or store reviews. Any moderation must preserve its meaning. Private support messages and photographs sent to resolve an order issue are not submitted for public use. Do not submit content that infringes others’ rights or privacy.

Article 17 – Availability, liability and general provisions

We cannot guarantee that the site will always be available or free of errors. Products remain subject to applicable guarantees, descriptions and promises made at the time of sale. Nothing in these terms excludes or limits liability, guarantees or remedies that cannot lawfully be excluded or limited.

You may be responsible under applicable law for claims or losses caused by your unlawful use of the site or infringement of another person’s rights. This does not require you to cover losses caused by our own breach of legal duties or waive consumer protections.

If a provision is unenforceable, the remaining provisions apply to the extent permitted by law. We may publish revised terms; the terms in force when you order apply to that order. Updates do not remove rights or obligations relating to purchases already made.