Refund policy

Returns and Refunds

We accept returns within 14 days of delivery for unopened items in their original packaging.

Return shipping

All orders ship from Japan. Return shipping is at the customer's expense. The exception is if the item arrived damaged or we sent the wrong item — in those cases we cover return shipping and refund the full amount, including your original shipping charge.

Items we cannot accept back

For hygiene reasons, opened personal-care items cannot be returned unless faulty. This includes shavers, epilators, oral-care devices, hair-removal devices, scalp and facial devices, and cosmetics. Food and confectionery cannot be returned.

How to start a return

Email us at mail@easygojapan.com with your order number. If the item is damaged, please attach photos of the item and the outer packaging. Please contact us before sending anything back — returns posted to us without prior agreement cannot be processed.

Refunds

Once we receive and inspect the returned item, we issue the refund to your original payment method within 10 business days. Your bank or card issuer may take a few days more to show it. Original shipping charges are not refunded, except where the fault is ours.

Import duties and taxes

Any customs duty, import tax, or handling fee charged by your country is your responsibility. These charges are set by your government, not by us, and we cannot refund them. Refusing delivery does not count as a return. If a parcel comes back to us because delivery was refused or duties were left unpaid, we can refund the item price only, minus shipping in both directions.

Faulty items

If a product develops a fault, contact us with your order number and a description. Manufacturer warranties on Japanese-market products are generally valid in Japan only, so please contact us first rather than a local service centre. We can file a claim with the manufacturer on your behalf; shipping in both directions is at your expense, and acceptance is decided by the manufacturer.

Cancellations

Email us as soon as possible. We can cancel any order not yet dispatched. Once a parcel has been handed to Japan Post, it becomes a return.