Refund policy
Returns & Refund Policy
Last updated: 14 August 2026
This Returns & Refund Policy explains how JAPAN-ITEMS™ handles returns, statutory withdrawal rights, refunds, cancellations, damaged items, incorrect items and products that do not conform to the applicable contract.
Because consumer rights differ between countries and regions, the rules applicable to a return may depend on the customer's place of residence, delivery destination and any mandatory law applicable to the transaction.
Nothing in this Policy excludes, restricts or waives any consumer right or remedy that cannot lawfully be excluded, restricted or waived.
The Store is operated by:
Japan Items Group sp. z o.o.
ul. Wodzisławska 358
44-274 Rybnik
Poland
KRS: 0001228018
NIP: 6423268977
REGON: 544207180
Registry court: District Court in Gliwice, 10th Commercial Division of the National Court Register
Email: support@japan-items.com
1. Our Approach to Returns
JAPAN-ITEMS™ offers objects sourced from Japan, many of which are pre-owned, vintage, collectible, discontinued, rare or otherwise limited in availability.
Each purchase may involve sourcing, domestic transportation within Japan, international fulfilment, customs processing and international delivery.
We therefore encourage customers to make considered purchasing decisions and to carefully review all available product images, descriptions, dimensions, specifications, condition information and included accessories before placing an order.
Unnecessary international returns involve additional transportation, handling and packaging. Where permitted by applicable law, JAPAN-ITEMS™ therefore does not offer discretionary change-of-mind returns unless expressly stated otherwise.
This does not affect statutory withdrawal rights or remedies for damaged, incorrect, defective or non-conforming products where such rights apply under applicable law.
2. United States — All Sales Final
For orders delivered to customers in the United States, purchases are final sale unless otherwise expressly stated by JAPAN-ITEMS™ or required by applicable law.
JAPAN-ITEMS™ does not generally accept returns or provide refunds solely because the customer:
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changed their mind;
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no longer wants or needs the product;
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ordered the wrong size, model, colour or specification where the relevant information was correctly presented before purchase;
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found the product elsewhere at a different price;
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expected characteristics that were not stated or represented by JAPAN-ITEMS™; or
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otherwise wishes to return a correctly supplied product that materially corresponds to its description.
“All Sales Final” does not exclude rights or remedies that cannot legally be excluded.
It also does not prevent a customer from contacting JAPAN-ITEMS™ where an item:
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arrives materially damaged;
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is materially different from its description;
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is not the product ordered;
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is defective in circumstances giving rise to a legal remedy;
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is not delivered; or
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otherwise gives rise to a remedy required by applicable law.
Such cases are handled under the relevant sections of this Policy and applicable law.
3. European Union — 14-Day Right of Withdrawal
Consumers in the European Union generally have a statutory right to withdraw from an eligible online purchase within 14 days without giving a reason, subject to applicable legal exceptions.
For goods, the withdrawal period generally expires 14 days after the day on which the consumer, or a third party designated by the consumer other than the carrier, acquires physical possession of the goods.
Where a single order contains multiple goods delivered separately, the applicable statutory period will be determined in accordance with applicable law.
To exercise the right of withdrawal, the consumer must communicate an unequivocal decision to withdraw from the contract before the applicable withdrawal period expires.
The customer may contact:
The withdrawal notice should preferably include:
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full name;
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order number;
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email address used for the order;
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product name or SKU, where available; and
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a clear statement that the customer wishes to withdraw from the contract.
The customer does not need to provide a reason for exercising a statutory right of withdrawal.
JAPAN-ITEMS™ may ask for additional information reasonably necessary to identify the order and process the withdrawal.
4. Customers Outside the European Union and United States
For customers outside the European Union and United States, JAPAN-ITEMS™ does not generally offer discretionary change-of-mind returns unless expressly stated otherwise before purchase.
However, customers remain entitled to any mandatory cancellation, return, refund, conformity, warranty or other consumer rights applicable to their transaction.
Where mandatory local law provides a right that differs from this Policy, the mandatory law will apply to the extent required.
5. Return Instructions
Do not send a product back before contacting JAPAN-ITEMS™ and receiving return instructions.
Because products are sourced and fulfilled internationally, the appropriate return destination may depend on the product, country, logistics arrangement and reason for the return.
The return address may therefore be different from the registered office of Japan Items Group sp. z o.o.
Returning an item without appropriate instructions may result in unnecessary customs processing, delays, storage, refused delivery or additional costs.
After receiving an eligible return request, JAPAN-ITEMS™ will provide reasonable instructions concerning the appropriate return address, shipping documentation and other information required for the return.
Nothing in this section prevents the exercise of a mandatory statutory right where applicable law provides otherwise.
6. Time for Returning an Item — EU Statutory Withdrawal
Where an EU statutory right of withdrawal applies, the customer must return or hand over the goods without undue delay and, in any event, generally no later than 14 days after communicating the decision to withdraw.
The deadline is met if the customer sends the goods before the applicable 14-day period expires.
Customers should retain reasonable evidence showing that the return was dispatched.
7. Return Shipping Costs
Change-of-Mind / EU Statutory Withdrawal
Where the customer exercises a statutory EU right of withdrawal for a product that is not defective, damaged, incorrect or otherwise non-conforming, the customer bears the direct cost of returning the product, except where JAPAN-ITEMS™ has expressly agreed to bear that cost or applicable law requires otherwise.
Because products may need to be returned internationally, return shipping costs can be significant.
Customers should therefore consider the potential cost of international return shipping before purchasing.
Damaged, Incorrect or Non-Conforming Products
Where a product is damaged, incorrect, defective or otherwise non-conforming and applicable law requires JAPAN-ITEMS™ to bear the cost of an appropriate return or remedy, the customer will not be required to bear costs that must legally be borne by JAPAN-ITEMS™.
Customers should contact us before arranging such a return.
8. Condition of Returned Products
Where a statutory right of withdrawal applies, the customer may inspect the product to the extent reasonably necessary to establish its nature, characteristics and functioning.
The customer should not handle the product beyond what is reasonably necessary for that purpose.
Depending on the product, excessive handling may include unnecessary use, modification, repair, disassembly, cleaning, polishing, alteration, removal or replacement of parts, registration, resetting, formatting or other actions that materially change the product or its condition.
Where permitted by applicable law, the customer may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
Returned products should, where applicable, include all items originally supplied with the order, including:
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the product;
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included accessories;
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cases, boxes or packaging supplied as part of the product;
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manuals, cards, straps, cables, adapters or other included components; and
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any other item expressly identified as included with the product.
Products should be packed appropriately to reduce the risk of damage during return transportation.
9. Pre-Owned, Vintage and Collectible Products
Many products offered through JAPAN-ITEMS™ are pre-owned, vintage, collectible, discontinued or otherwise previously owned.
Such products should not necessarily be expected to have the appearance or condition of newly manufactured goods.
Depending on the individual listing, characteristics may include:
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signs of age;
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signs of previous use;
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patina;
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scratches, scuffs or marks;
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cosmetic wear;
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fading;
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yellowing;
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tarnish;
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discolouration;
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ageing of materials;
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wear to packaging;
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absence of original packaging;
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absence of accessories not stated as included;
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evidence of previous maintenance or replacement parts where disclosed or reasonably characteristic of the item; and
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other condition characteristics visible or adequately disclosed before purchase.
A characteristic that was clearly disclosed, accurately represented in the product images or otherwise forms part of the agreed condition of the particular pre-owned item is not, by that fact alone, a defect or non-conformity.
However, nothing in this section removes any mandatory remedy where the product does not conform to the contract or where information provided before purchase was materially inaccurate or misleading.
10. Product Images and Displays
Product images form an important part of the presentation and description of pre-owned and collectible items.
Customers are encouraged to review all available images carefully before purchase.
Minor differences in perceived colour, brightness or contrast may occur because of photography, lighting conditions, display technology or individual screen settings.
This does not permit JAPAN-ITEMS™ to materially misrepresent the condition, identity or characteristics of a product.
11. Customs, Duties and Taxes on Returns
The JAPAN-ITEMS™ all-inclusive pricing arrangement applicable to the original delivery does not mean that an international return can be shipped without appropriate customs procedures.
Customers must follow the return instructions provided by JAPAN-ITEMS™.
Where applicable, a returned parcel should be appropriately identified and documented as returned merchandise in accordance with the instructions provided and applicable customs requirements.
Customers should not intentionally provide false customs values, descriptions or declarations.
Where permitted by law, additional costs directly resulting from the customer's failure to follow reasonable return instructions, incorrect customs information, use of an unsuitable return method or other customer-caused non-standard circumstances may be deducted or recovered.
This does not affect costs that JAPAN-ITEMS™ is legally required to bear.
12. Refunds Following EU Statutory Withdrawal
Where an EU consumer validly exercises the statutory right of withdrawal, JAPAN-ITEMS™ will reimburse payments as required by applicable law without undue delay and generally no later than 14 days from the date on which JAPAN-ITEMS™ is informed of the consumer's decision to withdraw.
For sales contracts, JAPAN-ITEMS™ may withhold reimbursement until:
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the returned goods have been received; or
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the consumer provides evidence of having sent the goods back,
whichever occurs first, where permitted by applicable law.
The reimbursement will include payments required to be refunded under applicable law.
Where the consumer expressly selected a delivery method more expensive than the least expensive standard delivery method offered by JAPAN-ITEMS™, any supplementary delivery cost does not have to be reimbursed to the extent permitted by applicable law.
13. Refund Method
Refunds will generally be made using the same payment method used for the original transaction unless the customer expressly agrees to another method and the alternative does not impose additional costs on the customer.
After JAPAN-ITEMS™ initiates a refund, the time required for the amount to appear in the customer's account may depend on the bank, card issuer, payment provider or other financial institution.
14. Damaged Products
If an item arrives damaged, please contact JAPAN-ITEMS™ as soon as reasonably possible at:
To help us investigate the matter efficiently, customers are encouraged to provide:
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order number;
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product name or SKU, where available;
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description of the damage;
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clear photographs of the product;
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photographs of the outer packaging;
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photographs of the internal packaging;
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photograph of the shipping label; and
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any carrier notice or damage report, where available.
Customers should, where reasonably possible, retain the product, included accessories and packaging until the matter has been reviewed.
Evidence requirements will not be applied in a manner that unlawfully removes mandatory consumer rights.
JAPAN-ITEMS™ will review the circumstances and provide any remedy required by applicable law.
Because many products are individually sourced, vintage, discontinued or unique, an identical replacement may not be available.
15. Incorrect or Materially Misdescribed Products
If the customer receives a different product from the one ordered, or the product is materially inconsistent with the description applicable to the transaction, the customer should contact:
Please provide the order number, a description of the issue and reasonable supporting photographs or other evidence where appropriate.
JAPAN-ITEMS™ will review the matter and provide an appropriate remedy in accordance with applicable law.
16. Defective and Non-Conforming Products
Rights relating to defective or non-conforming goods are separate from a discretionary change-of-mind return.
A customer may have statutory remedies where a product does not conform to the contract or does not satisfy mandatory legal requirements applicable to the transaction.
Depending on applicable law and the circumstances, available remedies may include repair, replacement, price reduction, termination of the contract, refund or another legally required remedy.
The exact remedy may depend on the jurisdiction, nature of the problem, product and applicable law.
Nothing in this Policy limits mandatory legal rights relating to defective or non-conforming goods.
17. Complaints
Complaints concerning an order or product may be submitted to:
To help us identify and review the matter, please provide where reasonably available:
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customer name;
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order number;
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contact email;
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product name or SKU;
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description of the issue;
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preferred resolution, where applicable; and
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relevant photographs, videos or documents.
JAPAN-ITEMS™ will review and respond to consumer complaints within the period required by applicable law.
18. Unavailable Products
Many products offered by JAPAN-ITEMS™ are sourced from third-party sellers or other sources in Japan and may be unique or limited in availability.
Occasionally, a product may become unavailable before availability can be finally confirmed or before sourcing is completed.
If an ordered product is no longer available or cannot be sourced or fulfilled, JAPAN-ITEMS™ may:
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cancel the affected item and provide a full refund; or
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offer the customer an alternative comparable item.
No alternative product will be supplied without the customer's express approval.
If the customer does not accept an offered alternative, the affected order or item will be cancelled and the applicable amount paid will be refunded.
19. Cancellation Before Shipment
Customers who wish to request cancellation should contact JAPAN-ITEMS™ as soon as possible.
Because products may be individually sourced following an order, fulfilment can begin shortly after purchase.
A discretionary cancellation request may therefore not always be possible once sourcing, purchase, domestic transportation, preparation, export processing or other fulfilment activity has begun.
Where JAPAN-ITEMS™ accepts a discretionary cancellation, the applicable refund will be processed accordingly.
This section does not limit a statutory cancellation or withdrawal right that applies to the customer.
For example, where an EU consumer has a statutory right of withdrawal, the fact that sourcing or fulfilment has begun does not by itself remove that right in relation to ordinary goods where no applicable legal exception exists.
20. Refused Delivery and Uncollected Parcels
Refusing delivery is not a recommended method of exercising a return or withdrawal right.
Customers wishing to return an item or exercise a statutory right should contact JAPAN-ITEMS™ and follow the appropriate procedure.
If a customer refuses delivery, fails to collect a parcel, provides incorrect delivery information, fails to respond to reasonable carrier or customs requests or otherwise prevents successful delivery, the parcel may be returned, stored or otherwise processed under applicable carrier and customs procedures.
Where permitted by law, JAPAN-ITEMS™ may recover or deduct reasonable additional costs directly caused by the customer's action or inaction, including applicable return transportation, storage, re-delivery or similar costs.
Nothing in this section limits mandatory consumer rights or any reimbursement that must be provided under applicable law.
21. Exceptions to the Right of Withdrawal
A statutory right of withdrawal may not apply where a specific exception provided by applicable law applies to the transaction.
Depending on the jurisdiction and product, examples may include:
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goods made to the customer's specifications or clearly personalised;
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certain sealed goods that cannot appropriately be returned for health-protection or hygiene reasons once unsealed;
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certain sealed audio or video recordings or computer software once unsealed;
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certain digital content supplied in circumstances in which the consumer has validly lost the statutory withdrawal right; and
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other goods or services expressly excluded by applicable law.
JAPAN-ITEMS™ will rely on an exception only where the legal requirements for that exception are satisfied.
A product is not automatically excluded from an otherwise applicable statutory right of withdrawal merely because it is pre-owned, vintage, rare, collectible, discontinued or individually sourced.
22. Exchanges
Because many JAPAN-ITEMS™ products are individually sourced, vintage, discontinued, collectible or unique, direct exchanges are generally not available.
Where appropriate, JAPAN-ITEMS™ may offer another available product as an alternative.
No alternative product will be supplied without the customer's express approval.
Mandatory rights relating to defective or non-conforming goods remain unaffected.
23. Sustainability and Thoughtful Purchasing
International e-commerce can involve long-distance transportation, packaging, customs processing and additional logistics.
An unnecessary international return can result in additional transportation and handling.
JAPAN-ITEMS™ therefore encourages customers to review product information carefully and purchase thoughtfully, particularly when selecting pre-owned, vintage or individually sourced objects.
This sustainability approach does not limit or replace any statutory right of withdrawal, return, refund or other remedy available under applicable law.
24. Mandatory Consumer Rights
Nothing in this Returns & Refund Policy is intended to exclude, restrict or waive any consumer right, statutory guarantee, remedy or protection that cannot lawfully be excluded, restricted or waived.
Where any provision of this Policy conflicts with mandatory law applicable to a particular customer or transaction, that mandatory law will prevail to the extent of the conflict.
25. Contact
For returns, refunds, cancellations, damaged products, complaints or statutory withdrawal requests, please contact:
Japan Items Group sp. z o.o.
ul. Wodzisławska 358
44-274 Rybnik
Poland
KRS: 0001228018
NIP: 6423268977
REGON: 544207180
Registry court: District Court in Gliwice, 10th Commercial Division of the National Court Register
Email: support@japan-items.com
26. Changes to This Policy
JAPAN-ITEMS™ may update this Returns & Refund Policy from time to time to reflect changes in applicable law, operational procedures, logistics, supported destinations or customer-service processes.
Unless otherwise required by applicable law, changes will apply prospectively.
The version applicable to a particular order will generally be the version made available when that order was placed.
