返金ポリシー
Return & Refund Policy
Thank you for shopping with Japan Kokoro Shop.
We carefully inspect and prepare each order before shipping directly from Japan. Please review this Return & Refund Policy carefully before placing your order.
Returns and Change of Mind
Except where required by applicable consumer protection laws, Japan Kokoro Shop does not accept returns or exchanges due to a change of mind, personal preference, accidental purchase, ordering the wrong product, or failure to review the product information before purchase.
Customers are responsible for reviewing the product description, quantity, size, specifications, and other relevant product information before placing an order.
Damaged, Defective, or Incorrect Items
Please inspect your order promptly after delivery.
If you receive a damaged, defective, or incorrect item, you must contact Japan Kokoro Shop within 5 days of delivery.
To review your claim, we may require clear photographs, videos, or other reasonable evidence showing:
- The product
- The product packaging
- The shipping package
- The shipping label
- The damaged or defective area, where applicable
Claims submitted without sufficient information or reasonable evidence may not be eligible for a refund or replacement, except where required by applicable law.
Minor Packaging Damage and Product Variations
Minor scratches, dents, creases, scuffs, or other cosmetic damage to the outer packaging that does not affect the safety, quality, or normal use of the product will generally not be considered a product defect.
Due to international transportation and handling, minor cosmetic damage to product packaging may occasionally occur.
Manufacturer packaging, labels, product design, colors, ingredients, specifications, or other details may be changed or updated by the manufacturer without prior notice.
Minor differences in packaging or appearance that do not materially affect the identity, safety, quality, or normal use of the product will generally not be considered defects or incorrect items.
This section does not limit any mandatory rights provided by applicable law.
Review of Claims and Available Resolution
Japan Kokoro Shop will review the information and evidence provided for damaged, defective, or incorrect item claims.
Where a claim is approved, the available resolution will generally be limited to a refund or replacement, as determined by Japan Kokoro Shop based on the circumstances of the claim and subject to applicable law.
A replacement may be unavailable if the product is out of stock, discontinued, or cannot reasonably be reshipped.
In such cases, a refund may be issued where appropriate.
Please do not return any product unless you have received return instructions from Japan Kokoro Shop.
Japan Kokoro Shop will determine whether the product must be returned to Japan as part of the claim review process.
Returns sent without prior authorization or contrary to the return instructions provided may not be accepted or refunded, except where required by applicable law.
Non-Returnable Items
For hygiene, safety, and quality reasons, opened, used, or consumed products are generally not eligible for return or refund.
This includes, but is not limited to:
- Cosmetics and skincare products
- Hair care and beauty products
- Supplements and wellness products
- Personal care products
- Baby and family care products
Products that have been opened, used, consumed, altered, damaged after delivery, or are no longer in their original condition may not be eligible for return or refund.
Sale, clearance, or final sale items may also be non-returnable where clearly stated at the time of purchase.
These restrictions apply except where otherwise required by mandatory consumer protection laws.
Return Authorization
All returns must be approved by Japan Kokoro Shop before being sent.
If a return is required and approved, Japan Kokoro Shop will provide the applicable return instructions and designated return address.
Customers must follow the return instructions provided.
Japan Kokoro Shop reserves the right to refuse unauthorized returns, subject to applicable law.
Return Shipping Costs
For an approved return resulting from a confirmed error by Japan Kokoro Shop, such as an incorrect item being shipped, responsibility for reasonable return shipping costs will be determined in accordance with the circumstances and applicable law.
For returns permitted under applicable law or otherwise approved for customer-related reasons, the customer may be responsible for all return shipping costs.
Original shipping charges are generally non-refundable, except where required by applicable law.
Japan Kokoro Shop is not responsible for return shipping costs incurred without prior approval or outside the return instructions provided, except where required by applicable law.
Inspection of Returned Products
A refund will not be issued solely because a customer has shipped a product back.
Where a return is required, the returned product must first arrive at our designated return location in Japan.
After the returned product arrives in Japan, Japan Kokoro Shop will inspect the product and verify its identity and condition.
Where applicable, the product must be unused, unopened, and in its original condition and original packaging.
We may also verify that:
- The returned product is the same product originally shipped
- The product has not been used, consumed, altered, or replaced
- The product and packaging meet the applicable return conditions
- The return instructions have been followed
Refunds
Where a return is required, a refund will only be processed after the returned product has arrived in Japan, has been inspected, and has been confirmed to meet the applicable return and refund conditions.
If the return is approved following inspection, the applicable refund will be issued to the original payment method.
Shipping charges, customs duties, import taxes, VAT, handling fees, and other charges paid to customs authorities, shipping carriers, or other third parties are generally non-refundable by Japan Kokoro Shop, except where required by applicable law.
Refund processing times may vary depending on the customer’s bank, card issuer, or payment provider.
Refused, Unclaimed, or Undeliverable Packages
If a package is returned to Japan due to:
- Refusal of delivery
- Failure to collect the package
- An incorrect or incomplete shipping address provided by the customer
- Failure to pay applicable customs duties, taxes, or import fees
- Failure to comply with destination-country import requirements
- Other customer-related delivery issues
the original shipping charges are generally non-refundable, except where required by applicable law.
Return shipping charges and other reasonable costs associated with the returned package may be deducted from any applicable refund where permitted by law.
Any applicable refund will only be considered after the package has arrived back in Japan and the returned products have been inspected.
Order Cancellations
Customers may request to cancel an order within 1 hour of placing the order.
After the 1-hour cancellation period has passed, cancellation is not guaranteed and may not be accepted if the order has already been processed, prepared for shipment, handed over to the shipping carrier, or shipped.
If you wish to cancel your order, please contact Japan Kokoro Shop as soon as possible.
This does not affect any mandatory cancellation or withdrawal rights provided by applicable consumer protection laws.
Cancellation is not guaranteed.
Once an order has been processed, prepared for shipment, handed over to the shipping carrier, or shipped, cancellation may not be possible.
Customs Duties, Import Taxes, and Import Requirements
Customers are responsible for checking and complying with the import requirements, restrictions, and regulations of their destination country.
Customs duties, import taxes, VAT, handling charges, and other fees imposed by customs authorities or local carriers are generally the responsibility of the customer unless otherwise stated at checkout.
Japan Kokoro Shop is not responsible for a customer’s refusal or failure to pay applicable customs duties, taxes, or import fees.
Japan Kokoro Shop is also not responsible for delays, refusal of import, or other issues resulting from destination-country customs or import procedures, except to the extent responsibility cannot legally be excluded under applicable law.
International Customers and Mandatory Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, or limit mandatory consumer rights that cannot legally be waived or excluded.
Customers located in the European Union, European Economic Area, or other jurisdictions with mandatory consumer protection laws may have additional statutory cancellation, withdrawal, return, or refund rights.
Where mandatory applicable law provides rights or requirements that differ from this policy, the mandatory requirements of applicable law will apply.
Contact Us
For all damaged item, defective item, incorrect item, return, or refund requests, please contact Japan Kokoro Shop through our Contact Us page.
Please contact us before returning any product.