Last Updated: June 1, 2024
At JapanJourney, we want you to be completely satisfied with your purchase. We understand that sometimes products may not meet your expectations or may arrive damaged. This Refund Policy outlines our procedures for returns, refunds, and exchanges to ensure a smooth experience if you need to return an item.
By purchasing products from JapanJourney, you agree to the terms of this Refund Policy. Please read it carefully before making a purchase.
You may return most items purchased from JapanJourney within 30 days of delivery for a full refund, provided that:
For hygiene and safety reasons, the following items cannot be returned unless they are defective:
If you receive an item that is damaged or defective, please contact our customer service team within 48 hours of receiving the product. Provide detailed information about the damage or defect, and include photographs if possible. We will work with you to resolve the issue promptly.
If you receive an item that is different from what you ordered, please contact our customer service team within 48 hours of receiving the product. We will arrange for the return of the incorrect item and ship the correct item to you as soon as possible.
To initiate a return, please follow these steps:
Please note that returns without an RMA number may be refused or delayed.
You are responsible for the cost of return shipping unless:
We recommend using a trackable shipping service and purchasing shipping insurance for all returns, as we cannot be responsible for items lost or damaged in transit.
For international returns, in addition to the return shipping cost, you are responsible for any customs duties, taxes, or fees that may be incurred when returning items. Please mark the package as "Returned Merchandise" to avoid additional customs charges.
Once we receive your return, our team will inspect the item(s) to confirm they meet our return eligibility requirements. If approved, we will process your refund within 5 business days of receiving the returned item(s).
Refunds will be issued to the original payment method used for the purchase. Depending on your payment provider, it may take an additional 5-10 business days for the refund to appear in your account.
For eligible returns, you will receive:
Return shipping costs will only be refunded if the return is due to our error.
We may issue a partial refund in the following cases:
The amount of the partial refund will be determined based on the condition of the item and at our sole discretion.
If you wish to exchange an item for a different size, color, or model, please follow the return process outlined above and place a new order for the desired item. This ensures you get the replacement item as quickly as possible without waiting for the return process to complete.
If the exchange is due to a damaged or defective item, please contact our customer service team for assistance before returning the item.
Many of our products come with a manufacturer's warranty. If your item is covered by warranty and experiences a failure within the warranty period, please contact our customer service team for assistance with the warranty claim process.
For electronic items and products with specific warranties (like our Translator Device), please refer to the warranty information included with your product or contact our customer service team for details.
Warranty claims are handled separately from our standard return process and may require different documentation or procedures.
You may cancel an order within 24 hours of placing it, provided the order has not yet been processed for shipping. To cancel an order, please contact our customer service team with your order number as soon as possible.
If your order has already been processed for shipping, you will need to follow the return process once you receive the item(s).
If you received an item as a gift and wish to return it, we can issue a gift card or store credit for the value of the item, provided you have the gift receipt or order information. Without proof of purchase, we may only be able to offer store credit at the current selling price of the item.
Gift returns follow the same eligibility requirements and process as standard returns.
If you return an item that was purchased with a promotional discount or as part of a special offer (e.g., "buy one, get one free"), the refund will be adjusted accordingly. If you return only part of an order that qualified for a discount, you may not receive a full refund for those items, as the discount will need to be recalculated based on the items you keep.
Free gifts or promotional items must be returned if you return the qualifying purchase that made you eligible for the free gift.
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically to stay informed about our refund procedures.
The Refund Policy applicable to your order is the version in effect on the date of your purchase.
If you have any questions about our Refund Policy or need assistance with a return, please contact us at:
Our customer service team is available Monday through Friday, 9:00 AM to 6:00 PM (Japan Standard Time).
