Refund Policy

Last updated: May 2026. This Refund Policy explains when and how refunds are issued for orders placed on Japan-EZ. It works alongside our Returns Policy, which governs the physical return of items.

1. Refund Eligibility

You are eligible for a refund when:

• You return an eligible item within 30 days of delivery and it passes our inspection.
• Your order is cancelled before shipment (full refund, no fees).
• Your item arrives damaged, defective, or incorrect (full refund including shipping).
• Your package is confirmed lost by the carrier after investigation.
• We are unable to fulfill your order due to stock unavailability or a pricing error we made.

2. Refund Amounts

• Standard returns: Full item price refunded. Original shipping costs are not refunded unless the return is due to our error.
• Promotional/discounted items: Refunded at the price paid after discount.
• Bundle or set purchases: Partial refunds for individual items from a bundle are calculated proportionally.
• Gift card purchases: Non-refundable once issued.

3. Refund Methods

Refunds are issued to the original payment method used at checkout. If the original payment method is unavailable (expired card, closed account), we will issue store credit or contact you to arrange an alternative method. Refunds cannot be issued to a different card or account for fraud-prevention reasons.

4. Refund Timing

• Return inspection: Within 5 business days of receiving your returned item(s).
• Refund initiation: Within 2 business days after inspection approval.
• Credit card / debit card: 5–10 business days, depending on your bank.
• PayPal: 3–5 business days.
• Klarna / Clearpay / Shop Pay: Per the provider's terms, typically 5–10 business days.
• Store credit: Instant upon approval.

5. Partial Refunds

Partial refunds may be issued when an item is returned outside the return window, shows signs of use, or is missing original packaging or accessories. The partial amount is determined at our discretion based on the item's resale condition.

6. Cancellations

Orders may be cancelled for a full refund before they have been shipped. Once an order has been handed to the carrier, it cannot be cancelled, but it may be returned under our Returns Policy. Subscription cancellations are governed by the Subscription Terms agreed at sign-up.

7. Late or Missing Refunds

If you have not received your refund within the expected timeframe, first check with your bank or payment provider, as processing delays often occur there. If they have no record, contact support@japan-ez.com with your order number and refund request date.

8. Chargebacks & Disputes

We encourage customers to contact us before initiating a chargeback or payment dispute. Chargebacks made in bad faith or without attempting resolution may result in account suspension and referral to our fraud prevention partner.

9. Contact

For refund inquiries, contact support@japan-ez.com. Please include your order number and reason for the refund request.