Refund policy
Return & Refund Policy
We strive to provide our customers with a smooth and satisfying shopping experience. Please review our return and refund policy carefully before placing an order.
Return Request Period
Return requests must be submitted within 14 days of receiving your order. Requests made after this period may not be accepted.
Please contact us at info@japanheartfulstore.com before returning any item.
Unauthorized returns sent without prior approval will not be accepted.
Return Eligibility
To be eligible for a return, all of the following conditions must be met:
- The item must be unused and, where applicable, unopened
- The item must be returned in its original packaging
- All tags, accessories, manuals, warranty cards, and included items must be returned
- The item must be in resalable condition
- The return request must be approved in advance by our customer support team
We reserve the right to refuse returns that do not meet these conditions.
Customer-Requested Returns
For eligible items, returns requested due to customer preference—including change of mind, incorrect order placement, color preference, size preference, or personal expectations—may be accepted if all return eligibility conditions above are met and the return is approved in advance.
Items That Do Not Meet Return Conditions
Returns cannot be accepted for items that do not meet the return eligibility conditions above.
This includes items that have been opened, used, consumed, resized, adjusted, customized, modified, damaged through customer handling, or returned more than 14 days after delivery.
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 3 days of delivery and provide clear photos of the issue.
After review, we will arrange a replacement or refund where applicable.
Return Shipping Fees / Duties / Taxes
For customer-requested returns, customers are responsible for:
- Return shipping costs
- Customs duties
- Import taxes
- Handling fees
- Any other charges related to the return process
These charges are non-refundable.
No restocking fee is charged.
If the return is caused by our error or a confirmed product defect, we will cover applicable costs where appropriate.
Refund Processing
Returned items will be inspected upon arrival.
If approved, refunds will be issued to the original payment method used at checkout.
Please allow approximately 5–10 business days for refund processing after approval.
Original shipping charges are non-refundable unless the return is due to our error or otherwise required by law.
For Customers in the EU and United Kingdom
Customers in the European Union and the United Kingdom may have rights under applicable consumer protection laws, including rights relating to withdrawal, cancellation, returns, and refunds for eligible products.
Where required by law, applicable local consumer rights shall take precedence over this policy.
Contact Us
If you have any questions about returns or refunds, please contact us:
Email: info@japanheartfulstore.com
Contact Form: Get in touch
Phone: +81 90-5874-9087
Company name: Japan Heartful Store
Customer service: 9:00 am - 5:00 pm JST (Mon - Fri)