GIFT CARD
Refund policy
At japandco, we want our return and refund conditions to be clear and transparent.
Independently of any mandatory statutory rights applicable to the Customer, japandco may accept a return request made within 14 days following receipt of the order, subject to strict compliance with the conditions set out below.
Commercial return requests must be submitted through your customer account at the following address:
Return Conditions
To qualify for a commercial return, the item must be strictly new, intact and in the same condition in which it was dispatched.
In particular, it must:
- never have been used;
- include all original accessories, instructions, protective materials and components;
- remain in its original packaging;
- show no damage;
- and above all, never have been opened.
All original seals must remain perfectly intact.
For figures and other collectible products, this includes, in particular, the original sealing tape on the box, plastic films, blister packaging, security stickers or any other original sealing system.
If the sealing tape has been cut, removed, peeled off or replaced, if the blister packaging or film has been opened, or if any other original seal has been broken, the product will no longer qualify for a commercial return.
This rule is particularly important for collectible products, for which the packaging and its condition form an integral part of the product’s commercial value.
Returns must be sent to the following address:
株式会社JAPANDCO (JAPANDCO Co., Ltd.)
3-6-2 SOTOKANDA, FH KYOWA SQUARE #802
101-0021 CHIYODA-KU, TOKYO
JAPAN
Direct return shipping costs are borne by the Customer.
For orders shipped outside the European Union, restocking fees of up to 20% of the price of the returned products may be applied when a commercial return is accepted.
If your commercial return request is accepted, we will provide you with the necessary instructions regarding shipment of the parcel.
Items returned as part of a commercial return without prior approval will not be accepted.
Items approved for a commercial return must be dispatched within 14 days following approval of the request. After this period, the return authorisation may be cancelled.
These commercial return conditions are separate from any mandatory statutory rights that the Customer may have.
Damage, Defects and Order Errors
Please inspect your order as soon as you receive it.
If an item is damaged, has a significant defect or if you have received a product different from the one ordered, please contact us as soon as possible so that we can review the situation and offer an appropriate solution.
Photographs may be requested, including photographs of:
- the outer shipping parcel;
- the internal protective packaging;
- the shipping label;
- the product box;
- and the defect or damage observed.
We recommend keeping the entire parcel and all packaging materials until the matter has been resolved.
Where the defect can be observed without opening the product, we recommend that you do not cut the original seals or sealing tape before contacting japandco.
A claim concerning a damaged, defective, non-conforming or incorrect item is separate from a return based on personal convenience.
Any mandatory statutory rights relating to conformity, defects or warranties remain applicable where they cannot legally be excluded.
Imperfections in Collectible Products
Figures and other collectible products are generally mass-produced.
Minor imperfections may therefore occur, including slight variations in paintwork, finishing, assembly, texture or positioning.
Such minor variations do not automatically entitle the Customer to a return, exchange, refund or compensation where they reasonably fall within the normal manufacturing tolerances of the product concerned.
A request concerning a significant defect will be reviewed on a case-by-case basis, particularly based on the photographs provided.
This provision does not deprive the Customer of any mandatory statutory warranty applicable to their purchase.
Items Not Eligible for a Commercial Return
Certain items are not eligible under our commercial return policy, including:
- products that have been opened, used or whose seals have been broken;
- products whose packaging or box has been damaged after receipt;
- perishable products, such as certain food products;
- custom-made or personalised products;
- items returned incomplete;
- gift cards.
Please feel free to contact us before submitting a request if you are unsure whether an item is eligible.
Exchanges
japandco does not process direct exchanges as part of commercial returns.
Once your return has been accepted, the simplest way to obtain another item is to place a separate new order.
Defective, damaged or incorrect products are handled separately according to the rules applicable to the situation.
Refunds
Where a commercial return has been accepted, we will notify you after receiving and inspecting the item to confirm whether the return conditions have been met and whether the refund has been approved.
Where a refund is accepted or legally due, it will normally be issued to the payment method used for the order.
japandco may defer the refund until the returned product has been received and inspected where permitted by applicable law.
Depending on the nature of the return and applicable law, the refund may be reduced by amounts that may legally remain payable by the Customer, including:
- direct return shipping costs;
- shipping or return transportation costs actually incurred;
- any applicable restocking fees;
- or depreciation of the product resulting from excessive handling where such depreciation may legally be charged to the Customer.
When exercising a statutory right of withdrawal, the original delivery costs will be refunded only to the extent required by applicable law.
Where a Customer has voluntarily chosen a shipping method or delivery option that costs more than the standard delivery method offered, the corresponding additional cost will only be refunded where required by applicable law.
Regarding the optional €5 signature required delivery service, where the absence of a signature results from a redirection, change of address, request to hold the parcel or any other delivery instruction requested by the Customer or recipient after dispatch, the amount of this option will not be refunded solely because the final delivery was not completed against signature.
Once the refund has been issued by japandco, the time required for it to appear on your account depends on your bank, card issuer or payment service provider.
If more than 15 days have passed since japandco confirmed that your refund was issued and it still does not appear, you may contact us at support@japandco.net.
Mandatory Statutory Rights of Withdrawal
japandco’s commercial policy regarding cancellations and returns does not remove any mandatory statutory right that the Customer cannot waive under the law applicable to their contract.
Certain countries or territories may, in particular, grant consumers a statutory right of withdrawal for contracts concluded at a distance.
Where such a right applies, it shall be exercised in accordance with the conditions, deadlines, exceptions and procedures provided by the relevant legislation.
For consumers in the European Union, where European consumer protection rules apply to the contract, a 14-day statutory right of withdrawal from receipt of the goods may in particular apply, subject to the exceptions provided by law.
To exercise a statutory right of withdrawal, the Customer may submit the request through their customer account:
or send us a clear statement expressing their decision to withdraw at the following address:
Direct return shipping costs remain payable by the Customer where permitted by applicable law.
Where a mandatory statutory right of withdrawal applies, the consequences of opening or handling the product are determined by the applicable legislation and not solely by japandco’s commercial return policy.
To the fullest extent permitted by law, the Customer remains responsible for any decrease in the value of the product resulting from handling beyond what is necessary to establish its nature, characteristics or functioning.
For figures and other collectible products, the condition of the packaging represents an important part of the product’s value. Opening the box, cutting or removing the original sealing tape, breaking a seal, opening blister packaging or protective film, as well as any damage to the box or packaging, may result in a significant decrease in the value of the product.
Where applicable law expressly permits exclusion of the right of withdrawal for a particular type of sealed product once opened, such exclusion will be applied in accordance with the conditions provided by that legislation.
Order Cancellations
All confirmed orders are final.
japandco does not accept cancellation requests based on the Customer’s personal convenience after an order has been confirmed.
This includes, in particular, a change of mind, an error when selecting the product or quantity, finding the product at a lower price from another seller, or no longer wishing to wait for the dispatch or release of a pre-order product.
This rule also applies to pre-orders.
A cancellation request may exceptionally be accepted by japandco as a commercial gesture, including in the form of store credit. Any such decision is discretionary and does not create an acquired right for the Customer.
This policy applies subject to any mandatory cancellation, termination or withdrawal rights that the Customer may be legally entitled to under the law applicable to their contract.
Contact Us
For any questions regarding a return, damaged product, refund or cancellation, you can contact us at: