Refund policy
Refund, Return, and Cancellation Policy
Last updated: June 25, 2026
Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
If sent through our Express shipping option we will provide a return shipping label. Otherwise return shipping is up to the customer discretion.
Once the returned item is receive we will refund the difference of shipment related fees.
To be eligible for a return, your item must be:
- In the same condition that you received it
- Unworn, unused, and free from signs of wear
- In its original packaging with all tags, accessories, manuals, certificates, and included items
- Accompanied by proof of purchase
To start a return, please contact us at support@thejapanesefactory.com or submit a request through our returns page.
Items returned without prior authorization will not be accepted.
For any return-related questions, please contact us at support@thejapanesefactory.com.
Order Cancellations
Orders canceled before shipment may be subject to a cancellation fee of up to 15% of the product purchase price to cover non-refundable supplier reservation fees, payment processing fees, administrative costs, and other expenses incurred in securing the item.
Shipping fees will be fully refunded if the order has not yet shipped.
If an order has already shipped, it cannot be canceled and will instead be handled according to our return policy.
Orders placed using our Downpay payment option will be refunded based on the amount paid at the time of cancellation, less any applicable cancellation fees.
Pre-Orders
Many of our products are limited-edition, collaboration, or manufacturer-reservation items offered on a pre-order basis.
By placing a pre-order, you acknowledge and agree that:
- Estimated shipping and delivery dates are provided for reference only and are not guaranteed.
- Manufacturing schedules may change without notice.
- Delays from manufacturers, suppliers, or licensors may occur.
- We may incur non-refundable supplier reservation fees and administrative costs when securing your item.
- Pre-order cancellations may be subject to a cancellation fee of up to 15% of the purchase price.
- If the manufacturer permanently cancels production of an item and we cannot fulfill your order, a full refund will be issued.
Customs Duties, Taxes, and Import Charges
Customers are responsible for any import duties, customs charges, VAT, GST, brokerage fees, or other taxes imposed by their country.
These charges are not included in the product price or shipping cost unless expressly stated otherwise.
Failure to pay customs duties or taxes may result in delays, refusal of delivery, return of the package, destruction of the package by customs authorities, or other actions beyond our control.
Returns Due to Unpaid Customs Duties or Taxes
If an order is returned because customs duties, taxes, or import charges were not paid by the customer, only 50% of the product purchase price will be refunded.
Original shipping charges are non-refundable.
Any fees incurred by The Japanese Factory as a result of the return, including return shipping costs, customs charges, handling fees, or carrier fees, may be deducted from the refund amount.
Refused Deliveries
If a customer refuses delivery of an order for any reason other than shipping damage or an error made by The Japanese Factory, the customer will be responsible for:
- Return shipping charges
- Customs duties and taxes assessed upon return
- Carrier handling fees
- Any other costs incurred in returning the package
The remaining balance, if any, will be refunded after the returned item has been received and inspected.
Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery.
If your item arrives damaged, defective, or if you receive the wrong item, contact us as soon as possible at support@thejapanesefactory.com so that we can evaluate the issue and make it right.
Photographs of the item, packaging, and shipping label may be required to process claims.
Non-Returnable Items
The following items are not eligible for return:
- Personalized products
- Custom-made products
- Special-order products specifically sourced for a customer
- Gift cards
- Sale items marked as non-returnable
- Perishable goods
- Personal care products
- Hazardous materials
- Flammable liquids or gases
If you have questions regarding a specific product, please contact us before purchasing.
Exchanges
The fastest way to obtain a different item is to return the original item (if eligible) and place a new order once the return has been approved.
Shipping Delays
Estimated shipping and delivery dates are provided for reference only and are not guaranteed.
The Japanese Factory is not responsible for delays caused by:
- Manufacturers or suppliers
- Customs inspections or customs clearance delays
- Postal services or courier companies
- Weather events
- Natural disasters
- Labor disputes
- Government actions
- Transportation disruptions
- Other circumstances beyond our reasonable control
Manufacturer delays do not automatically qualify an order for a full refund.
Lost Packages
If a package is confirmed lost by the shipping carrier, we may, at our discretion:
- Send a replacement item (subject to availability), or
- Issue a refund
Carrier investigations may be required before a refund or replacement can be processed.
European Union Customers
For orders delivered within the European Union, consumers may have statutory cancellation rights under applicable consumer protection laws.
These rights may not apply to:
- Personalized products
- Custom-made products
- Certain made-to-order or special-order products
- Other products exempt under applicable law
Nothing in this policy limits any mandatory consumer rights that cannot legally be excluded under applicable law.
United Kingdom Customers
For orders delivered within the United Kingdom, consumers may have statutory rights under applicable UK consumer protection legislation.
Nothing in this policy limits any mandatory consumer rights that cannot legally be excluded under applicable law.
Refund Processing
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, refunds will be issued to the original payment method within 10 business days.
Please note that banks, credit card providers, and payment processors may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at support@thejapanesefactory.com.
Payment Disputes and Chargebacks
We encourage customers to contact us directly before initiating a chargeback or payment dispute so that we can attempt to resolve the matter promptly.
Initiating a chargeback or payment dispute does not waive any obligations under these policies.
Governing Law
These policies shall be governed by and interpreted in accordance with the laws of Japan.
Nothing in these terms shall affect any mandatory consumer rights that cannot be waived or limited under applicable law.
Contact Information
The Japanese Factory
Email: support@thejapanesefactory.com
If you have any questions regarding returns, refunds, cancellations, shipping, or customs matters, please contact us and we will be happy to assist you.