Refund policy

Last updated: September 11, 2026

Nothing in this policy limits any mandatory consumer right or legal guarantee.

Cancellations

You may request cancellation before dispatch through your My Account page or by emailing order@buymejapan.com with your order number.

Cancellation is not guaranteed until confirmed by us. Dispatched orders cannot be cancelled, although statutory return rights may apply.

Damaged, Defective, Incorrect or Missing Products

Email refund@buymejapan.com within 45 days of delivery if a product is damaged, defective, incorrect, missing or materially different from its description.

Include your order number, an explanation and clear photographs or video of the products, packaging and shipping label. Keep everything until our review is complete.

We may offer a replacement, partial refund, full refund or another appropriate solution. The 45-day reporting period does not reduce any longer statutory rights.

Lost Parcels

Check the tracking and contact the local carrier first. If the parcel cannot be found, email order@buymejapan.com with your order number and tracking number.

A parcel may be considered lost after carrier confirmation or 45 days after dispatch. This does not apply when delivery failed because of an incorrect address, unpaid import charges, a missed delivery or failure to collect the parcel.

Confirmed lost orders may qualify for a replacement or refund.

Returns

We do not normally accept returns because a customer changed their mind, ordered the wrong product or no longer wants it.

We may approve a discretionary return in writing. If approved:

  • The customer pays the return shipping.
  • A 10% restocking fee applies where permitted by law.
  • Products must be returned to our authorized address with tracking.
  • The refund is processed after return and inspection.

The fee is calculated on the eligible returned merchandise amount actually paid after discounts.

Do not return anything without written authorization.

European Union and United Kingdom

Eligible EU and UK customers may cancel an online purchase within 14 days of delivery.

Email refund@buymejapan.com within 14 days and return the eligible products within 14 days after notifying us. The customer pays return shipping where permitted by law.

The automatic 10% restocking fee does not apply to an eligible statutory cancellation. A deduction may still be made if a product was handled beyond what was reasonably necessary to inspect it.

Return Exclusions

Products must be complete and include their original packaging, labels, seals and accessories.

Returns may be refused for:

  • Personalized products
  • Products that expire or deteriorate rapidly
  • Opened food or drinks
  • Sealed health, hygiene, beauty or personal-care products after opening
  • Other products excluded by applicable law

Refused or Unclaimed Parcels

If a parcel is refused, not collected or returned because of an incorrect address or unpaid import charges:

  • Original shipping is non-refundable unless required by law.
  • The standard outbound fee may be deducted from free-shipping orders.
  • A 10% restocking fee may apply.
  • Return shipping, customs, taxes, storage and carrier fees may be deducted.
  • Any remaining eligible amount is refunded after return and inspection.

The restocking fee does not apply to a confirmed Buy Me Japan error or a damaged, defective or incorrect product. Refusing a parcel is not an authorized return.

Refunds

Refunds are based on the amount actually paid after discounts, cashback or other reductions.

For an eligible EU or UK cancellation, standard outbound delivery will be refunded where required by law. Premium delivery charges, third-party customs duties, VAT, taxes and carrier fees are not normally refundable.

Refunds are issued to the original payment method and normally appear within 2–10 business days. We are not responsible for exchange-rate differences or payment-provider fees.

Exchanges

We do not normally offer direct exchanges. An approved replacement may be offered for a damaged, defective or incorrect product.

Contact

Always include your order number.