At Japan Shop Online, we are committed to providing you with quality products and excellent customer service. This Refund and Returns Policy outlines your rights and our obligations under the Australian Consumer Law (ACL).

1. Your Rights Under Australian Consumer Law

Under the Australian Consumer Law (ACL), consumers have the right to a refund, replacement, or repair for goods and services that are faulty, unsafe, or don’t match their description or purpose. You are not entitled to a refund if you simply change your mind about a purchase

This policy does not limit your rights under the ACL.

2. Change of Mind Returns

We understand that sometimes you may change your mind. If you are not completely satisfied with your purchase, you may return your item within 7 days of delivery, provided that:

• The item is unused, unopened, and in original condition.
• The item is returned in its original packaging and the original packaging is not damaged.
• Proof of purchase (e.g., receipt or order number) is provided.
• Restocking fee of 10% of the item value.

Please note: Change of mind returns are not available on the following:

• Perishable or consumable goods (e.g., food, cosmetics)
• Personal care items
• Items marked as “Final Sale” or “Non-returnable”
• Custom or special orders
• Unique items like handmade items or utsūwa

Customers are responsible for the cost of return shipping and insurance for change of mind returns.

3. Damaged, Faulty or Incorrect Items

If you receive a damaged, faulty, or incorrect item, please contact us within 7 days of delivery. We will arrange a replacement, repair or refund as appropriate. To assist with your claim, we may request:

• A description of the issue
• Photos or videos showing the defect or damage
• Proof of purchase

Return shipping costs for faulty or incorrect items will be covered by Japan Shop Online.

4. How to Request a Return

To request a return, please contact our customer service team:

🔄 Webform: Product Return/Refund (preferred option)
📧 Email:
📞 Phone: 07 2802 4475
🕒 Hours: Monday to Friday, 9:00am – 5:00pm (AEST)

Please include your order number, details of the item(s) you wish to return, and the reason for the return.

5. Refunds

Approved refunds will be processed back to your original payment method within 5–10 business days of receiving the returned item(s). Refund timeframes may vary depending on your financial institution.

6. Shipping Returns

Return items should be sent to:

PO Box 7570
Redland Bay
QLD
AUSTRALIA
4165

We recommend using a tracked shipping service for your return, as we cannot guarantee receipt of items without tracking.

7. Contact Us

For any questions or concerns regarding our Returns Policy, please reach out to us at

Japan Shop Online is proud to comply with the Australian Consumer Law and strives to ensure our customers are treated fairly and respectfully at all times.