Refund policy

Last updated: August 21, 2026

At Japan Heartful Store, we carefully inspect and prepare orders before shipment. This Return & Refund Policy explains when a return may be requested, the conditions that apply, which costs may be charged, and how refunds are handled.

Please review this policy carefully before placing an order. Nothing in this policy excludes, restricts, or modifies any mandatory consumer right or remedy that cannot lawfully be excluded, restricted, or modified.

Return Policy at a Glance

Voluntary change-of-mind return request Within 14 days after delivery
Contact required before returning an item Yes
Customer-requested return shipping Paid by the customer
Tracking and return-shipping insurance Paid by the customer for customer-requested returns
Customs, duties, taxes, brokerage, clearance, and handling charges for customer-requested returns Paid by the customer and generally non-refundable, except where required by law
Confirmed defective, damaged, incomplete, or incorrect item Handled at our expense where applicable
Restocking fee No restocking fee
Refund method Original payment method
Refund processing after approval Generally 5–10 business days
Return address Provided after the return request is reviewed

This summary is provided for convenience. The complete terms below apply.

1. Scope of This Policy

This policy applies only to products purchased directly from Japan Heartful Store.

Products purchased through another seller, marketplace, auction platform, retailer, or third party must generally be returned to the original seller under that seller’s policy.

Our 14-day change-of-mind return policy is a voluntary store policy except where a mandatory right of withdrawal, cancellation, return, repair, replacement, price reduction, or refund applies under the laws of the customer’s country or region.

If applicable consumer law provides rights that are more favorable than this policy, those mandatory rights will take precedence.

2. Return Request Period

Subject to the eligibility conditions and exclusions below, a voluntary return request must be submitted within 14 days after delivery.

A request submitted after the applicable return period may be refused unless a longer period or another remedy is required by applicable law.

Delivery is generally determined using the carrier’s delivery confirmation or other reasonable delivery records. If the delivery record is inaccurate, please contact us promptly and provide any available evidence.

3. How to Request a Return

Please contact us before returning any product:

Please include the following information:

  • Your order number
  • The name of the product you wish to return
  • The reason for the return
  • The quantity being returned
  • Clear photographs or other reasonable evidence if the product is damaged, defective, incomplete, or incorrect

For voluntary returns, return authorization and return instructions must be obtained before shipping the product. Items sent without prior contact or sent to an unauthorized address may be refused, delayed, lost, or returned to the sender.

However, where applicable law gives a customer a statutory right of withdrawal or cancellation, an unambiguous withdrawal or cancellation statement sent within the statutory period may be sufficient to exercise that right even if our review has not yet been completed.

Please do not return a product to an address shown on an original shipping label, invoice, website, company page, or product package unless we have confirmed that address for the specific return.

Our business address, shipping origin, and designated return facility may be different. The applicable return address and instructions will be provided after we review the request.

4. Voluntary Change-of-Mind Returns

Subject to this policy, an eligible customer may request a voluntary return within 14 days after delivery for reasons including:

  • Change of mind
  • An incorrect product ordered by the customer
  • Color, size, design, or style preference
  • The product is no longer wanted or needed
  • Personal expectations where the product was accurately described
  • Finding the same or a similar product at a different price elsewhere

An eligible voluntary return will generally be accepted when all applicable return conditions are met, the product is not excluded, and the product is returned according to our instructions.

Important: For an approved customer-requested voluntary return, the customer is responsible for all return-related costs. These costs include return shipping, tracking, shipping insurance, customs duties, import or export taxes, VAT, brokerage fees, customs-clearance fees, carrier fees, handling charges, storage charges, and any other governmental or third-party charges related to the return, except where applicable law requires otherwise.

These return-related costs are generally non-refundable. If any such costs are charged to or paid by Japan Heartful Store, the actual amount may be deducted from any eligible refund where permitted by law.

5. Conditions for Voluntary Returns

Unless mandatory law provides otherwise, a voluntary return must meet all of the following conditions:

  • The return request was submitted within 14 days after delivery
  • The product is unused, unworn, unwashed, unconsumed, unaltered, and in resalable condition
  • The product has not been installed, activated, registered, resized, adjusted, engraved, personalized, modified, repaired, or disassembled
  • The original retail packaging is retained and returned in good condition
  • All original tags, labels, seals, manuals, certificates, warranty cards, accessories, spare parts, gifts, and included items are returned
  • Protective films, authenticity seals, security seals, and tamper-evident packaging remain intact where applicable
  • The product is securely packaged to prevent damage during return transportation
  • The product and its serial number, model number, reference number, security mark, or other identifier match our sales and inspection records
  • The product is returned according to the instructions provided by Japan Heartful Store

Opening an ordinary outer shipping carton solely to inspect the delivered parcel does not automatically make a product ineligible. However, opening sealed retail packaging, removing protective materials, or handling a product beyond what is reasonably necessary to inspect it may affect voluntary return eligibility or the eligible refund amount.

These voluntary return conditions do not override a mandatory legal right allowing a customer to inspect or handle a product to a legally permitted extent.

6. Watches and Accessories

For watches, watch accessories, jewelry, and similar products, a voluntary return may be refused if:

  • The watch or accessory has been worn or used
  • A bracelet has been resized or bracelet links have been removed
  • A strap has been cut, adjusted, creased, or otherwise altered
  • Protective films, tags, seals, or security materials have been removed
  • The case, crystal, bezel, bracelet, strap, buckle, or clasp has been scratched or damaged
  • The product has been registered, activated, engraved, or personalized
  • The warranty card, manual, box, removed bracelet links, accessories, or other included items are missing

This section does not limit remedies available for a product that is defective, damaged, materially misdescribed, incorrect, or otherwise protected by mandatory consumer law.

7. Non-Returnable and Final-Sale Items

Unless a product is defective, damaged, incorrect, unsafe, materially misdescribed, or otherwise protected by mandatory law, the following products may not be eligible for voluntary change-of-mind returns:

  • Products clearly marked “Final Sale,” “Non-Returnable,” or with an equivalent notice before purchase
  • Personalized, engraved, made-to-order, special-order, or clearly customized products
  • Products modified, adjusted, or configured at the customer’s request
  • Watches with resized bracelets, removed bracelet links, cut straps, engraving, or customer-requested adjustments
  • Opened cosmetics, personal care products, hygiene-sensitive products, or sealed products that cannot be resold for health or hygiene reasons after opening
  • Food, beverages, tea, matcha, perishable products, or products with a short shelf life
  • Opened food or beverage products
  • Opened sealed collectibles, trading cards, card boxes, booster packs, blind-box products, or similar products where opening changes the condition or market value
  • Digital products, downloads, electronic products delivered digitally, or gift cards where exclusion is legally permitted
  • Products damaged by misuse, neglect, accident, impact, improper storage, improper installation, unauthorized repair, modification, or failure to follow product instructions
  • Products damaged by water exposure beyond the manufacturer’s stated water-resistance rating
  • Products affected only by ordinary wear and tear, battery consumption, aging, or deterioration resulting from normal use
  • Products returned after the applicable deadline
  • Products that do not match the product originally supplied by us
  • Products missing essential packaging, parts, accessories, manuals, certificates, warranty cards, gifts, or included items

A sale, clearance, or final-sale designation does not exclude remedies for a product that is defective, unsafe, damaged, materially misdescribed, incorrect, or otherwise covered by mandatory consumer law.

8. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order promptly after delivery.

For visible shipping damage, an incorrect product, or missing contents, please contact us preferably within 3 calendar days after delivery. Early notification helps us preserve carrier claims, verify package records, and investigate the issue.

The 3-day notification request does not remove, limit, or shorten any mandatory legal right relating to a defect or other issue that was not reasonably discoverable during that period.

Please retain the product, outer shipping carton, shipping label, internal packaging, and all included items until the claim has been resolved.

We may request reasonable evidence, including:

  • Photographs of the product and packaging
  • Photographs of the shipping label
  • A description or video showing the reported issue
  • The product’s model number, serial number, or other identifying information
  • Proof of purchase

We reserve the right to inspect or test the product before confirming whether a defect or fulfillment error exists and which remedy is appropriate.

If we confirm that the product was damaged in transit, defective, materially different from its description, incomplete, or incorrectly supplied, we will provide an appropriate remedy. Depending on the circumstances and applicable law, the remedy may include repair, replacement, price reduction, reimbursement of reasonable return costs, or refund.

If no defect or fulfillment error is found, or if the issue resulted from misuse, accidental damage, improper care, incorrect installation, unauthorized modification, or another cause not attributable to us, the return may be treated as a customer-requested voluntary return where the product otherwise qualifies.

In that situation, the customer will be responsible for the return shipping, tracking, insurance, customs, duties, taxes, brokerage, clearance, handling, and other applicable return-related charges, except where applicable law requires otherwise.

Where permitted by law and disclosed before the customer incurs the cost, reasonable inspection, collection, or return costs may be charged if a claimed defect is not confirmed.

9. Product Differences That Are Not Normally Defects

The following will not normally be treated as defects if the product is authentic, functional, and materially consistent with its description:

  • Minor color differences caused by lighting, photography, browsers, or display settings
  • Minor manufacturing tolerances that do not affect normal use
  • Changes made by a manufacturer to packaging, labels, manuals, or included materials
  • Country-specific packaging, instructions, plugs, language, or documentation where disclosed or reasonably expected for a Japanese-market product
  • Normal characteristics of handmade, natural, vintage, pre-owned, or individually finished products
  • Minor outer packaging marks that do not affect the product, unless collector-grade packaging condition was expressly guaranteed
  • Normal battery consumption, aging, wear, or deterioration resulting from ordinary use

This section does not apply where a difference makes the product materially inconsistent with its description, unsafe, unfit for its ordinary purpose, or otherwise non-conforming under applicable law.

10. Return Shipping, Tracking, Insurance, Customs, and Risk

For a customer-requested voluntary return, the customer is responsible for arranging and paying all costs associated with returning the product.

These customer-paid costs include, where applicable:

  • Return shipping charges
  • Tracking charges
  • Shipping insurance
  • Customs duties
  • Import or export taxes
  • Import VAT or similar taxes
  • Brokerage charges
  • Customs-clearance charges
  • Carrier handling charges
  • Storage charges
  • Any other governmental, customs, carrier, or third-party charge connected with the return

These costs are generally non-refundable and will not be paid or reimbursed by Japan Heartful Store for a customer-requested voluntary return, except where applicable law requires otherwise.

If any return-related shipping, tracking, insurance, customs, duty, tax, brokerage, clearance, handling, storage, or other charge is billed to or paid by Japan Heartful Store, the actual amount may be deducted from any eligible refund where permitted by law.

We strongly recommend using a tracked and adequately insured shipping service. The customer should retain the shipping receipt and tracking information until the return and refund have been completed.

Unless applicable law provides otherwise, the customer is responsible for the returned product until it is delivered to the return address designated by us.

We are not responsible for a customer-arranged return that is lost, misdirected, damaged in transit, delivered to an incorrect or unauthorized address, delayed by customs, or inadequately packaged.

Cash-on-delivery returns and returns requiring us to pay unapproved postage, brokerage charges, duties, taxes, storage charges, or other fees may be refused. If accepted, the actual charges may be deducted from an eligible refund where permitted by law.

For a confirmed defect, shipping damage, incorrect product, incomplete order, or other fulfillment error attributable to Japan Heartful Store, we will provide return instructions and cover reasonable return costs where appropriate or required by law.

Customers must follow the return method we provide or obtain our approval before purchasing an alternative return service if they expect reimbursement.

11. Customs Duties, Import Taxes, and Return Documentation

Customs duties, import VAT, sales taxes, brokerage charges, customs-clearance charges, handling fees, and other destination-country charges are generally collected by government authorities, customs agencies, carriers, payment providers, or other third parties and are not paid to Japan Heartful Store.

For customer-requested voluntary returns, these third-party charges remain the customer’s responsibility and are generally non-refundable by Japan Heartful Store, except where applicable law requires otherwise.

Customers may need to apply directly to the relevant customs or tax authority for any refund, drawback, or reimbursement that may be available.

When returning a product internationally, the customer must complete all customs documents accurately and identify the shipment as returned merchandise where appropriate.

Customers must not provide false customs information, declare an artificially reduced value, or improperly identify the returned product as a gift.

If additional duties, taxes, penalties, brokerage charges, customs-clearance charges, storage charges, carrier charges, or handling costs result from inaccurate documentation or failure to follow our return instructions, those actual costs may be deducted from an eligible refund where permitted by law.

If a return is required because of our confirmed error or a confirmed product defect, we will handle reasonable applicable return costs as appropriate and as required by law.

12. Inspection and Refund Amount

All returned products are inspected after arrival.

We may compare the returned product, serial number, model number, packaging, accessories, security marks, weight, condition, and contents with our order records and pre-shipment inspection records.

If the return is approved, the refund will be issued to the original payment method unless another method is required by law or expressly agreed with the customer.

We do not charge a restocking fee.

However, where permitted by law, the following actual costs or reductions may be deducted from a voluntary return refund:

  • Original outbound shipping charges that are not legally refundable
  • Return shipping, tracking, and insurance charges paid on the customer’s behalf
  • Carrier, storage, redelivery, interception, brokerage, customs-clearance, customs, duty, tax, VAT, or handling charges caused by or payable in connection with the customer-requested return
  • A reduction in value caused by handling beyond what was reasonably necessary to inspect the product
  • The reasonable value of missing, damaged, used, altered, or unreturned packaging, parts, accessories, certificates, gifts, or included items
  • A lawful adjustment resulting from a bundle, multi-buy, free-gift, or conditional promotion no longer being satisfied after a partial return

These deductions represent actual costs or lawful reductions and are not a restocking fee.

If a product has been materially used, damaged, altered, substituted, or made unsellable, a voluntary return may be refused. Where mandatory law applies, any reduction will be limited to the amount and circumstances permitted by that law.

13. Refund Processing Time

After the returned product is delivered to the designated return address, we will inspect it and notify the customer whether the return has been approved, rejected, or requires additional information.

Approved refunds are generally submitted to the original payment method within 5–10 business days after approval, subject to any shorter deadline required by applicable law.

After we submit a refund, banks, card issuers, payment processors, and other financial institutions may require additional time to post the funds to the customer’s account. This additional processing period is outside our direct control.

Refunds are generally issued in the original transaction currency and through the original payment method.

Except where otherwise required by law, we are not responsible for differences caused by currency conversion rates, foreign transaction charges, payment-provider charges, card-issuer fees, or exchange-rate movements.

If more than 15 business days have passed since we confirmed that a refund was submitted, please contact us so that we can investigate.

14. Original Shipping Charges

Original outbound shipping charges are generally non-refundable for voluntary customer-requested returns.

Original shipping charges will be refunded where the return resulted from our confirmed error, where the product was defective or incorrect and reimbursement is required, or where applicable law requires reimbursement.

For an eligible EU or United Kingdom statutory withdrawal or cancellation, the least expensive standard outbound delivery charge offered for the applicable order will be refunded where required by law.

Additional charges for express, premium, expedited, or upgraded delivery are not refundable beyond the cost of standard delivery unless required by law.

15. Exchanges

Unless a product is being replaced because of a confirmed defect, damage, incomplete order, or fulfillment error, we generally do not process direct exchanges.

The fastest way to obtain another product is to complete an approved return and place a separate order.

Product availability, promotional prices, exchange rates, and selling prices are not guaranteed while a return is being processed.

16. Order Cancellation Before Shipment

If you wish to cancel or change an order, please contact us as soon as possible.

We process orders quickly and cannot guarantee that a cancellation, address change, or product change can be completed after an order has entered sourcing, preparation, authentication, inspection, packing, or fulfillment.

If an order has already shipped, it normally cannot be intercepted or cancelled in transit. The applicable return procedure must then be followed.

Please do not refuse delivery unless we specifically instruct you to do so.

Where a customer has a mandatory statutory right to withdraw or cancel before delivery, the customer may exercise that right by sending an unambiguous statement within the applicable period. If the parcel has already shipped, the customer may still be required to receive and return it according to our instructions, subject to applicable law.

17. Unclaimed, Refused, Undeliverable, or Incorrectly Addressed Shipments

Customers are responsible for providing a complete and accurate delivery address and for monitoring carrier notifications, customs requests, delivery attempts, and collection deadlines.

A shipment is not automatically treated as a valid return or cancellation merely because it is refused, unclaimed, abandoned, or returned by a carrier.

If a shipment is returned because it was:

  • Refused without prior authorization
  • Not collected within the carrier’s holding period
  • Unclaimed or abandoned
  • Undeliverable because of an incorrect or incomplete address provided by the customer
  • Rejected because the customer did not pay applicable import charges
  • Delayed or returned because the customer did not provide information requested by customs or the carrier

we will review the product after it has been physically returned to us.

Where permitted by law, original shipping charges, return shipping charges, carrier charges, customs-clearance charges, customs duties, import taxes, VAT, brokerage fees, storage fees, redelivery fees, handling charges, and other actual costs caused by the failed delivery may be deducted from any eligible refund.

If the applicable costs equal or exceed the otherwise refundable product amount, no refund may remain. We will not charge an additional amount beyond the payment already received without customer authorization unless legally permitted.

This section does not limit a mandatory right to a refund where non-delivery was caused by Japan Heartful Store or by a carrier while the risk remained with us.

18. Bundles, Discounts, and Free Gifts

If an order received a discount, promotional price, free gift, promotional product, or other benefit based on purchasing multiple products or meeting a minimum order value, all applicable products must be returned to receive the full eligible refund.

If only part of the order is returned and the remaining order no longer qualifies for the promotion, the eligible refund may be recalculated based on the price that would have applied to the retained products.

If a free gift or promotional product is not returned in its original condition, its stated or reasonable retail value may be deducted from the refund where permitted by law.

19. Suspected Fraud, Abuse, or Product Substitution

We reserve the right to refuse a voluntary return, suspend a refund for reasonable investigation, or take other lawful action if we reasonably suspect:

  • Return fraud or attempted fraud
  • Product substitution
  • A mismatched serial number, model number, or security identifier
  • Return of a counterfeit, altered, incomplete, or different product
  • An empty or materially incomplete return package
  • False statements concerning damage, delivery, product condition, or package contents
  • Repeated or excessive return activity reasonably indicating misuse of this policy
  • Use of a product followed by an attempted return as unused

We may retain relevant order, shipping, inspection, serial-number, photographic, return, and communication records for fraud prevention, payment disputes, legal compliance, and enforcement of this policy, subject to applicable privacy law.

This section does not remove or restrict mandatory consumer rights.

20. European Union Customers

If Japan Heartful Store directs sales to consumers in a European Union country and the statutory right of withdrawal applies, an eligible consumer generally has the right to withdraw from a distance contract without giving a reason.

  • The withdrawal notice must generally be sent within 14 days after the consumer, or a person designated by the consumer other than the carrier, receives the goods.
  • For an order containing multiple eligible products delivered separately, the period generally begins when the last eligible product is delivered.
  • After notifying us of withdrawal, the consumer must generally send the goods back within a further 14 days.
  • The consumer is responsible for the direct cost of return shipping where this responsibility was disclosed before purchase, unless we agreed to pay it or applicable law requires otherwise.
  • The consumer may inspect a product as they reasonably could in a physical store but may be responsible for a reduction in value caused by handling beyond what is necessary to establish the product’s nature, characteristics, and functioning.
  • Where required, we will refund the eligible product price and the cost of the least expensive standard outbound delivery option offered for the applicable order.
  • Additional costs for express, premium, expedited, or upgraded delivery are not refundable beyond the standard delivery cost unless required by law.
  • Where legally permitted, we may withhold reimbursement until we receive the returned goods or the consumer provides evidence that the goods were sent back, whichever occurs first.

For an eligible EU statutory withdrawal, the consumer remains responsible for the direct return shipping costs where this responsibility was properly disclosed before purchase. Customs, tax, brokerage, and related charges will be handled according to applicable law and the requirements of the relevant authorities.

The statutory withdrawal right may not apply to certain products, including clearly personalized products, rapidly perishable goods, and sealed health or hygiene-sensitive products that have been unsealed after delivery, subject to applicable law.

EU consumers may also have mandatory legal rights and guarantees for goods that are defective, non-conforming, unsafe, or not as advertised. A manufacturer’s or commercial warranty does not replace those rights.

Where an electronic withdrawal function is made available on our online interface, eligible EU customers may use that function to submit a statutory withdrawal statement. Customers may also send an unambiguous withdrawal statement by email or through our contact form.

21. United Kingdom Customers

If United Kingdom consumer law applies, an eligible customer purchasing online generally has the right to notify us of cancellation within 14 days after receiving the goods and then return the goods within a further 14 days.

Where required by law:

  • No reason is required for cancellation
  • The eligible product price will be refunded
  • The least expensive standard outbound delivery charge offered for the applicable order will be refunded
  • The customer remains responsible for direct return shipping costs where that responsibility was disclosed before purchase
  • The refund may be reduced to reflect diminished value caused by handling beyond what would reasonably be permitted in a physical shop
  • The refund will be processed within the applicable statutory period

For an eligible United Kingdom statutory cancellation, direct return shipping costs remain the customer’s responsibility where this was disclosed before purchase. Customs, tax, brokerage, and related charges will be handled according to applicable law.

Exceptions may apply to personalized goods, perishable goods, unsealed hygiene-sensitive products, and other categories specified by applicable law.

Nothing in this policy limits statutory rights relating to faulty, unsafe, misdescribed, or non-conforming goods.

22. Australia, Canada, the United States, and Other Regions

Consumer rights vary by country, state, province, territory, and product category.

  • Australian consumers may have non-excludable rights to repair, replacement, refund, compensation, or other remedies when applicable consumer guarantees are not met.
  • Canadian requirements may vary by province or territory, and rights concerning defective, unsafe, or misrepresented products may apply independently of our voluntary return policy.
  • United States return and refund requirements may vary under federal and state law.

Our voluntary change-of-mind policy does not replace or restrict any mandatory remedy available in the customer’s applicable jurisdiction.

23. Model Withdrawal / Cancellation Notice

Eligible EU and United Kingdom consumers may use the following notice to exercise an applicable statutory right of withdrawal or cancellation. Use of this exact format is optional.

To: Japan Heartful Store
Ginza Yoshida Bldg. II 3F
1-21-2 Ginza, Chuo-ku
Tokyo 104-0061, Japan
Email: info@japanheartfulstore.com

I/We hereby give notice that I/We withdraw from or cancel the contract for the purchase of the following goods:

  • Order number:
  • Product name and quantity:
  • Date ordered:
  • Date received:
  • Customer name:
  • Customer address:
  • Customer email address:
  • Date of withdrawal or cancellation notice:

A signature is required only if this notice is submitted on paper.

Please send the completed notice by email to info@japanheartfulstore.com or through our contact form.

Submitting a withdrawal or cancellation notice does not mean that the product should be sent to our business address. We will provide the appropriate return address and return instructions after receiving the notice.

24. Mandatory Consumer Rights

Nothing in this policy excludes, restricts, or modifies any guarantee, warranty, condition, right, or remedy that cannot lawfully be excluded, restricted, or modified.

If any provision of this policy is found to be invalid or unenforceable, that provision will be interpreted and applied to the maximum extent permitted by law. The remaining provisions will continue to apply.

25. Contact Us

If you have questions about a return, refund, cancellation, delivery, or product issue, please contact us before sending anything.

Email: info@japanheartfulstore.com
Contact Form: Get in touch
Phone: +81 90-5874-9087

Company name: Japan Heartful Store
Customer service hours: 9:00 am–5:00 pm JST, Monday–Friday, excluding Japanese public holidays

Business address:
Ginza Yoshida Bldg. II 3F
1-21-2 Ginza, Chuo-ku
Tokyo 104-0061, Japan

The business address above is not automatically the return address. Please obtain return instructions before shipping any product.

For additional official seller information, please refer to our Legal Notice / Information Based on the Act on Specified Commercial Transactions.