We want every customer to feel confident buying from Japan Shop Online. This policy explains how to make a complaint, how we handle it, how we treat reviews and social posts, and our stance on fake or defamatory content. It applies to all customers, visitors and third parties interacting with our brand across our website, email and social platforms.

We may collect the following personal information when you interact with us:

• Email:
• Mail: Japan Shop Online, PO Box 7570, Redland Bay, QLD, 4165, Australia

Our response time

• Acknowledge: within 2 business days
• Initial outcome: within 10 business days
• Complex matters: we’ll keep you updated every 10 business days until resolved

To investigate quickly we may ask for: photos of the product/packaging, courier tracking details, batch/lot numbers, and any relevant timelines (e.g. when an issue was first noticed).

Depending on the issue and your rights under the Australian Consumer Law (ACL), we may provide an explanation, troubleshooting, replacement, part replacement, refund, store credit, or another fair remedy.

If you’re unhappy with an outcome, reply to ask for an internal review by a manager. You can also seek external assistance from your state/territory fair trading agency or independent advice. (The ACCC does not resolve individual disputes but provides guidance on your rights.)

We value genuine, first-hand customer feedback. We follow these principles:

• No paid reviews, no incentives, no influencers.
  We do not pay for, gift, or otherwise incentivise reviews or endorsements. We do not use influencers to promote our products.
• Verification of reviews.
  We may ask for an order number or proof of purchase to verify that a review comes from a genuine customer.
• Moderation.
  We allow fair and honest criticism. We may request edits or removal where content is:
  • Defamatory (claims presented as fact that harm our reputation and are untrue or unverified)
  • Abusive, harassing, discriminatory or threatening
  • Spam, fake, planted, or posted under multiple aliases
  • Contains others’ personal or private information
  • Promotes competitors, scams or illegal activity
  • Unrelated to the product or service
• Right of reply.
  We may respond publicly (and privately) to provide facts, clarify misunderstandings, or offer a resolution path.

We’re a small Australian business. Fake or defamatory reviews can cause real harm to staff and customers (e.g. disrupted supply, higher costs, reduced product availability). If we reasonably believe a post or review is false, misleading, or defamatory:

1. We’ll invite the poster to verify their purchase and the facts.
2. If unresolved, we may request takedown from the platform with supporting evidence.
3. For serious cases, we may issue a Concerns Notice and seek formal legal remedies under defamation and related laws.
4. We reserve all rights to protect our staff, customers and business.

We prefer respectful dialogue and fair correction, but we will act where necessary.

We want a safe environment for customers and staff. We may limit or cease engagement where there is: repeated harassment, discrimination, hate speech, threats, doxxing, or malicious interference (including false mass-reporting and astroturfing). We may also refuse future orders in line with applicable laws if safety concerns persist.

Some of our service providers may be located outside Australia. Where this occurs, we take reasonable steps to ensure your information is handled in accordance with the Australian Privacy Principles.

• No paid, sponsored or gifted reviews.
• No influencers. We do not engage influencers or affiliate promoters.
• Clear disclosures. If we ever run testing or community trials, participation will not be rewarded with discounts, gifts or favourable treatment for reviews.

We keep complaint records, correspondence and review moderation decisions in line with our Privacy Policy. This helps us improve products, packaging, fulfilment and customer service.

We handle personal information in accordance with our Privacy Policy and Australian privacy laws. Please avoid posting your own or others’ private details in public reviews.

Always follow product labels and usage instructions. Where applicable, consult a qualified professional for health-related products. Public posts and reviews are not professional advice.

Reviews or posts hosted on third-party platforms (e.g. Google, Meta, X) are also subject to those platforms’ terms and community rules. We may use their reporting processes where content breaches this policy or the law.

We may update this page to reflect changes in law, guidance or our operations. The “Last updated” date shows the version in effect.