Returns Policy

Last updated: May 2026. We want you to love every Japan-EZ purchase. As a UK consumer, you have a statutory right to cancel most online orders within 14 days of receiving them under the Consumer Contracts Regulations 2013, and you have rights to a repair, replacement, or refund for faulty goods under the Consumer Rights Act 2015. Our policy below sits alongside — and does not replace — your statutory rights.

1. Return Eligibility

You may cancel and return most items within 14 days of delivery, provided they are:

• Unopened, unused, and in original condition.
• In original packaging with all tags, manuals, and accessories included.
• Not marked as "Final Sale" or "Non-Returnable" on the product page.

2. Non-Returnable Items

For hygiene, safety, and regulatory reasons, the following cannot be returned unless they arrive damaged or defective:

• Food and beverage items (snacks, drinks, confectionery, tea).
• Opened or used beauty, skincare, and personal care products.
• Undergarments, swimwear, and intimate apparel.
• Items marked "Final Sale," "Limited Edition," or "Non-Returnable."
• Digital products, gift cards, and mystery box contents (the box itself may be returned unopened).

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you received the wrong item, contact support@japan-ez.com within 7 days of delivery. Include photos of the damage/packaging and your order number. We will send a replacement or issue a full refund — including original shipping — at no cost to you.

4. How to Initiate a Return

To start a return, email support@japan-ez.com with your order number and item(s). For UK customers exercising the 14-day right to cancel, we will provide a prepaid return label and refund within 14 days of receiving the goods back, in line with the Consumer Contracts Regulations 2013. For returns due to our error (wrong or defective item), we cover all return costs.

5. Return Condition & Inspection

Returned items are inspected within 5 business days of receipt. Items that do not meet return conditions (used, missing parts, damaged by customer) will be rejected and returned to you at your expense. We reserve the right to refuse returns that appear to be fraudulent or abusive.

6. Exchanges

We do not offer direct exchanges. If you need a different size, color, or variant, return the original item for a refund and place a new order. This ensures faster processing and avoids out-of-stock delays.

7. Contact

For return questions, contact support@japan-ez.com. Include your order number and a brief description of the issue for faster assistance.