Return Policy

Return

Before returning any item, please obtain prior approval from our customer support team.
To initiate a return, please contact: savjapondemande@gmail.com

Returns must be shipped within 7 days of receiving your order. A return fee equivalent to 15% of the value of the returned items will be applied, with a minimum of 10 euros. All return shipping costs are the responsibility of the customer.

Returned items must meet the following criteria:

• Be complete, in good condition, and suitable for resale
• New items must be factory-sealed and unopened
• Returns must be shipped by registered mail
• All items must be returned in their original packaging and properly packaged
• A copy of the invoice must be included in the package

Any item that does not meet these conditions will not be refunded or exchanged.

The customer is responsible for ensuring that returned items arrive in good condition and safely. Refunds will be processed upon receipt of the returned items.

Compensation and Refunds

At Jap'On Demande, we generally offer financial compensation in the form of store credit or gift certificates.

In exceptional circumstances, refunds may be considered and will be issued in Japanese Yen. This decision is made on a case-by-case basis, subject to our own terms and conditions.

Please note that Jap’On Demande does not cover the fees charged by your credit card company or PayPal when processing refunds. All applicable fees are the sole responsibility of the customer.

Manufacturing Defects

Jap’On Demande is not responsible for manufacturing defects, but we will make every effort to assist you by contacting the manufacturer and requesting a replacement. If you have received a new item with damage unrelated to shipping, please contact our customer support within 3 days of receiving your item at savjapondemande@gmail.com
Please include a detailed description of the problem as well as photos illustrating the defect. Most manufacturers require the return of the damaged product.

It is important to note that most manufacturers cease providing support for items over one year old, meaning we cannot guarantee support for such items.
All international shipping costs related to the replacement are the responsibility of the customer. However, shipping costs to Japan are generally covered by the manufacturer.

 

Cancellation Policy

In-Stock Items

Generally, once your order has been placed, it cannot be canceled. However, in certain special circumstances, a cancellation may be considered, subject to 20%-30% restocking fee, with a minimum of 10 euros deducted from the value of your ordered items. Jap’On Demande reserves the right to decide on a case-by-case basis whether or not to accept a cancellation request.

You can send your requests to the following address: savjapondemande@gmail.com

If you decide to use a third-party service or dispute the charge to obtain a refund for an order, you will be blacklisted and will no longer be authorized to use the site.

Please note that orders that have already been shipped cannot be canceled. Customers wishing to return a shipped order are invited to consult our return policy for more information.

Pre-Ordered Items

Pre-orders canceled up to 7 days before the release date will be subject to a 30% cancellation fee of the item's price, with a minimum of 10 euros, for the orders valued under 250 euros.

Beyond this deadline, cancellations will be subject to 30%-50% cancellation fee of the price of the pre-ordered items, with a minimum of 15 euros, for the orders under valued 250 euros.

Please note that free cancellations cannot be granted for delayed release dates.
Pre-orders for orders exceeding 250 euros cannot be canceled and are therefore non-refundable. 

Returned Packages Due to Absence or refusal

In the event that your package is returned to Japan due to your absence, Jap'On Demande will be charged a return fee. If you would like a new shipment of your package, you will then be charged a return fee plus the new shipping fee.
A package returned due to absence or refusal is non-refundable.