Refund policy
Last updated: 30 June 2026
This Returns & Refund Policy explains how returns, refunds, cancellations, damaged items and non-conforming products are handled by JAPAN-ITEMS™.
This Policy applies to purchases made through the JAPAN-ITEMS™ online store.
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
Share capital: 5,000.00 PLN
Registry court: District Court in Gliwice, 10th Commercial Division of the National Court Register
Email: support@japan-items.com
Nothing in this Policy limits or excludes any mandatory rights that a customer may have under applicable consumer protection law.
1. General Return Principle
JAPAN-ITEMS™ sells curated objects sourced from Japan. Many products are pre-owned, vintage, collectible, discontinued, rare or otherwise previously owned.
For this reason, product condition, age, packaging, accessories, signs of use and availability may vary from item to item.
Customers should carefully review all product images, descriptions and product details before placing an order. Product images form an important part of the item description.
2. Right of Withdrawal for Consumers
If you are a consumer and you purchase a product online, you may have a statutory right to withdraw from the purchase within the period provided by applicable law.
For customers in the European Union, this period is generally 14 days from the day on which the customer, or a person designated by the customer, receives the goods, unless a legal exception applies.
You do not need to provide a reason for exercising your statutory right of withdrawal.
To exercise the right of withdrawal, you must inform JAPAN-ITEMS™ of your decision to withdraw from the contract before the withdrawal period expires.
You may contact us by email at:
Your message should include:
- your full name;
- order number;
- email address used for the order;
- product name or SKU, if available;
- clear statement that you wish to withdraw from the purchase;
- date of delivery;
- reason for return, if you wish to provide it.
Providing a reason is not required for statutory withdrawal, but it may help us improve our service.
3. Return Instructions Required
Please do not return any product before receiving return instructions from JAPAN-ITEMS™.
Because products are sourced internationally and may require specific customs handling, return address selection, documentation or carrier instructions, unauthorized returns may cause additional customs charges, loss, delay, refusal, storage fees or failed delivery.
Once we receive your return request, we will provide reasonable return instructions, including the return address and any required information for the parcel.
The return address may differ from the company’s registered address.
4. Time for Sending Back the Product
Where the statutory right of withdrawal applies, the customer must send the product back without undue delay and within the period required by applicable law.
For customers in the European Union, the product should generally be returned within 14 days from the day on which the customer informed JAPAN-ITEMS™ of the decision to withdraw from the purchase.
The return deadline is met if the customer sends the product back before the deadline expires.
5. Condition of Returned Products
Returned products must be complete and returned in a condition that does not go beyond what is necessary to inspect the nature, characteristics and functioning of the product.
The customer may inspect the product in a way similar to what would normally be possible in a physical store.
The customer should not use, modify, repair, disassemble, clean, polish, alter, damage, remove parts from, replace parts in, register, reset, format or otherwise change the product beyond what is necessary to inspect it.
The customer may be responsible for any diminished value of the product resulting from handling beyond what is necessary to inspect its nature, characteristics and functioning.
Returned products should include, where applicable and where originally supplied:
- the product itself;
- original accessories included with the order;
- original packaging, if supplied;
- manuals, cards, cases, boxes, straps, cables, adapters or other included items;
- protective packaging used for return shipment.
6. Pre-Owned, Vintage and Collectible Condition
Most products offered through JAPAN-ITEMS™ are pre-owned, vintage, collectible, discontinued or otherwise previously owned.
The following characteristics are not considered defects if they were visible in the product images, described on the product page, reasonably expected due to the age, category or nature of the item, or typical for pre-owned, vintage or collectible goods:
- signs of age;
- signs of prior use;
- patina;
- small scratches, scuffs, marks or cosmetic wear;
- fading, yellowing, tarnish, discoloration or ageing;
- missing original packaging;
- missing original accessories, unless expressly listed as included;
- replacement parts or signs of past maintenance, where typical for the item type;
- minor cosmetic imperfections;
- packaging wear;
- differences caused by lighting, screen settings or photography.
The customer remains entitled to legal remedies where a product is defective, damaged, incorrect or materially different from the product description.
7. Return Shipping Costs
Unless otherwise required by applicable law, or unless the product is damaged, defective, incorrect or materially not as described, the customer is responsible for the direct cost of returning the product.
Because returns may involve international shipping, the cost of return shipping may be significant. The customer should check return shipping costs before sending the product back.
The customer is responsible for packing the returned product securely and using a reliable shipping method with tracking.
JAPAN-ITEMS™ is not responsible for returned products lost or damaged in transit due to insufficient packaging or a carrier selected by the customer, unless mandatory law provides otherwise.
8. Customs, Duties and Taxes on Returns
JAPAN-ITEMS™ uses an all-inclusive pricing model for standard delivery, under which standard import duties, import taxes and customs charges are included in the price paid by the customer unless clearly stated otherwise at checkout.
For returns, the customer must follow JAPAN-ITEMS™ return instructions carefully to reduce the risk of additional customs charges, incorrect customs treatment, import delays or refused return delivery.
Returned parcels should be clearly marked according to the instructions provided by JAPAN-ITEMS™, where applicable, as returned goods.
If additional charges arise because the customer returned the product without instructions, used incorrect customs information, used an unsuitable carrier, failed to provide required documentation, refused cooperation or otherwise caused a non-standard return issue, JAPAN-ITEMS™ may deduct or charge reasonable additional costs where permitted by law.
9. Refund Timing
Where a refund is due, JAPAN-ITEMS™ will process the refund without undue delay and within the period required by applicable law.
For statutory withdrawal by consumers in the European Union, JAPAN-ITEMS™ will generally refund the customer within 14 days from receiving the withdrawal statement.
However, JAPAN-ITEMS™ may withhold the refund until it has received the returned product or until the customer has provided proof of sending the product back, whichever occurs first, where permitted by applicable law.
10. Refund Method
Refunds will usually be made using the same payment method used for the original transaction, unless the customer expressly agrees to another refund method and the alternative method does not create additional costs for the customer.
Processing times may depend on the payment provider, bank, card issuer or other financial institution.
JAPAN-ITEMS™ is not responsible for delays caused by banks, payment providers or card issuers after the refund has been initiated.
11. Refund Amount
Where the statutory right of withdrawal applies, the refund will cover the amount required by applicable law.
If the customer paid one all-inclusive price at checkout, the refund will generally be based on the amount paid for the returned product, subject to any lawful deduction for diminished value, customer-caused additional costs, non-standard return costs or other deductions permitted by applicable law.
If the customer chose an optional paid delivery upgrade or special service beyond the standard delivery method offered by JAPAN-ITEMS™, additional costs for that optional service may not be refundable where permitted by law.
12. Damaged, Incorrect or Non-Conforming Products
If a product arrives damaged, incorrect or materially different from the product description, the customer should contact JAPAN-ITEMS™ as soon as possible at:
The customer should include:
- order number;
- product name or SKU, if available;
- description of the issue;
- clear photographs of the product;
- photographs of the outer packaging;
- photographs of the inner packaging;
- photograph of the shipping label;
- any carrier notice or damage report, if available.
The customer should keep the product, all packaging materials and all included accessories until the case has been reviewed.
JAPAN-ITEMS™ will review the case and provide a remedy required by applicable law. Depending on the circumstances, this may include repair, replacement, price reduction, refund or another appropriate solution.
Because many products are unique, vintage or one-of-a-kind, an identical replacement may not be available.
13. Complaints and Legal Remedies
Customers may have legal rights if a product is not in conformity with the contract, is defective, damaged, incorrect or materially different from the product description.
To submit a complaint, the customer should contact:
The complaint should include:
- customer name;
- order number;
- contact email;
- product name or SKU, if available;
- description of the problem;
- preferred remedy, where applicable;
- photographs, videos or documents supporting the complaint.
JAPAN-ITEMS™ will respond to consumer complaints within the period required by applicable law.
Nothing in this Policy limits mandatory consumer rights.
14. Unavailable Products
Because many products offered by JAPAN-ITEMS™ are sourced from third-party sellers in Japan and may be unique or limited-availability objects, an item may become unavailable after it has been listed or after an order has been placed.
If an ordered item is no longer available, cannot be sourced, cannot be shipped or cannot be fulfilled for another valid reason, JAPAN-ITEMS™ will contact the customer.
The customer may choose either:
- a full refund of the amount paid for the unavailable item; or
- where possible, an alternative comparable item proposed by JAPAN-ITEMS™.
No alternative product will be supplied without the customer’s express approval.
If the customer does not accept an alternative item, the order will be cancelled and a full refund will be issued for the unavailable item.
15. Order Cancellation Before Shipment
Customers should contact JAPAN-ITEMS™ as soon as possible if they wish to cancel an order.
Because many products are sourced individually from Japan, cancellation may not always be possible once sourcing, purchase, domestic handling, packing, export processing or shipment has begun.
If cancellation is possible, JAPAN-ITEMS™ will cancel the order and issue a refund.
If cancellation is not possible, the customer may still have a statutory right of withdrawal after receiving the product, where applicable.
16. Refused Delivery and Uncollected Parcels
If a customer refuses delivery, fails to collect a parcel, provides incorrect delivery information, does not respond to carrier requests or otherwise prevents successful delivery, the parcel may be returned, stored, abandoned or disposed of depending on carrier and customs procedures.
Where permitted by law, JAPAN-ITEMS™ may deduct reasonable costs caused by the customer’s action or inaction, including return shipping, storage, reshipment, customs, carrier or handling charges.
This does not affect the customer’s mandatory legal rights.
17. Products That May Be Excluded from Withdrawal
The statutory right of withdrawal may not apply to certain products where a legal exception applies.
Depending on applicable law and the nature of the product, exceptions may include, for example:
- products made to the customer’s specifications or clearly personalized;
- sealed audio or video recordings or sealed software that has been unsealed after delivery;
- sealed goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery;
- digital content or digital services supplied in circumstances where the right of withdrawal is lawfully excluded;
- other products or services excluded under applicable law.
JAPAN-ITEMS™ will only rely on such exceptions where they apply under applicable law.
Most pre-owned, vintage or collectible physical goods are not automatically excluded from withdrawal merely because they are pre-owned or vintage.
18. Exchanges
Because many JAPAN-ITEMS™ products are unique, vintage, discontinued, collectible or one-of-a-kind, direct exchanges are usually not available.
If the customer wishes to replace an item with another product, JAPAN-ITEMS™ may, where possible, propose an alternative product. Any alternative product will only be supplied with the customer’s express approval.
19. How to Contact Us
For returns, refunds, cancellations, damaged items, complaints or withdrawal requests, please contact:
Japan Items Group sp. z o.o.
ul. Wodzisławska 358
44-274 Rybnik
Poland
KRS: 0001228018
NIP: 6423268977
REGON: 544207180
Share capital: 5,000.00 PLN
Registry court: District Court in Gliwice, 10th Commercial Division of the National Court Register
Email: support@japan-items.com
20. Changes to This Policy
JAPAN-ITEMS™ may update this Returns & Refund Policy from time to time to reflect changes in legal requirements, operational procedures, logistics, supported destinations or customer service processes.
The Policy applicable to an order is the Policy in force at the time the order is placed, unless a change is required by law or applies only to future use of the Store.
