Refund policy
Please be advised that we have a strict Returns and Refunds Policy. We do not accept returns or exchanges unless the item you purchased meets one of the following criteria:
- The purchased product arrived damaged or defective.
- The package was either lost or not delivered within 45 days from the date of order placement.
- The product received does not match the description on our product page.
If your item falls under any of these categories, we are happy to provide you with a full refund. To do so, please apply for a refund directly from your My Account page. If you do not have an account, please contact us via email at refund@buymejapan.com.
Please note that you have 30 days from the date of purchase to request a refund. To be eligible for a full refund, you must provide proof of the damaged or defective item(s) by sending us images or videos of the damage or defect on the product.
Upon approval of your refund request, we will initiate the refund process to your credit card (or original method of payment). Please allow a certain amount of time for the credit to appear, depending on your card issuer's policies.
If you have any questions about our Returns and Refunds Policy, please do not hesitate to contact us via email at refund@buymejapan.com.
EU Right of Withdrawal
Customers located in the European Union have the right to withdraw from their purchase within 14 days after receiving the order, without giving any reason, unless the product is excluded from withdrawal rights under applicable law.
To exercise this right, you must contact us within 14 days of receiving your order and clearly state that you wish to withdraw from the purchase. The products must then be returned to us within 14 days after you notify us of your withdrawal.
Return Costs
The customer is responsible for all costs related to returning the order to Japan, including:
Return shipping fees
Any carrier handling fees
Any customs clearance fees
Any re-import customs duties, taxes, or charges applied when the parcel returns to Japan
Any additional costs caused by an incorrect, incomplete, unpaid, or refused return shipment
Buy Me Japan does not provide prepaid return labels for EU withdrawal returns.
Important: If the returned parcel generates re-import fees, customs fees, taxes, or carrier charges in Japan, these amounts will be deducted from the customer’s refund.
Refund
Once we receive and inspect the returned products, we will refund the eligible product amount using the original payment method.
We may withhold the refund until we have received the goods back or until the customer provides proof that the goods have been shipped back, whichever occurs first.
Original shipping fees may not be refundable when the customer selected a paid shipping method or when costs were already incurred for international delivery. Additional delivery upgrades, express shipping, customs fees, import taxes, and return-related charges are not refundable.
Condition of Returned Products
Returned products must be unused, unopened, and in their original condition, including all packaging, seals, labels, accessories, and protective materials.
We may reduce the refund if the product has been opened, used, damaged, or handled beyond what is necessary to inspect its nature, characteristics, and condition.
Products Not Eligible for Return
Some products cannot be returned under the EU right of withdrawal.
This includes customized or personalized products, products that expire rapidly, and sealed hygiene-sensitive products once they have been opened or unsealed.
For hygiene and safety reasons, opened or unsealed skincare, cosmetics, makeup, sunscreen, hair care, bath and body products, personal care products, beauty tools, food, snacks, drinks, and gift sets are not eligible for return.
Products must be returned unopened, unused, complete, and with all original seals, protective packaging, boxes, and labels intact.