Last updated: August 2026
At Japan Importer, we want you to be confident when purchasing from us. This policy explains your rights and how returns and refunds are handled.
1. 14-Day Right of Withdrawal
If you are a consumer and your purchase is covered by the applicable right of withdrawal, you may change your mind and withdraw from your purchase within 14 days of receiving your order, without having to provide a reason.
To exercise your right of withdrawal, please contact us at support@japanimporter.com within the 14-day period and clearly inform us that you wish to return your order.
We will provide you with the return instructions and the appropriate return address in Spain.
2. Returning Your Order
After notifying us of your decision to withdraw, you must send the product back without undue delay and no later than 14 days after notifying us.
All returns must be sent to the return address provided by Japan Importer in Spain.
Please do not return products to Japan or to the address shown on the original shipping parcel unless we specifically instruct you to do so.
3. Return Shipping
Returns must be sent using a shipping service with tracking.
You may choose the postal or courier service you prefer, provided that the shipment can be tracked.
Please keep your tracking number and proof of postage until your return and refund have been completed.
For returns made because you have changed your mind under the 14-day right of withdrawal, the direct cost of returning the product to Spain is your responsibility.
If the return is due to an incorrect, damaged or non-conforming product, please contact us before returning it. Where Japan Importer is responsible for the issue, the necessary return shipping costs will be covered by us in accordance with applicable consumer law.
4. Condition of Returned Products
We understand that you may need to inspect a product in the same way that you reasonably would before purchasing it in a physical store.
Returned products should be handled carefully and securely packaged for their return journey.
Where applicable, please return the product with the packaging, accessories, documentation and other items originally supplied with it.
You may be responsible for any reduction in the value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and condition.
For collectible products, including graded cards, please take particular care to avoid scratches, damage, alteration or deterioration of the card, grading case, labels, packaging or accompanying materials.
5. Refunds
Once you have exercised your right of withdrawal, we will refund the payments received from you in accordance with applicable consumer law.
The refund will include the original standard delivery cost where legally required.
If you expressly selected a more expensive shipping method than the least expensive standard delivery option available for your order, we are not required to refund the additional cost of that premium shipping method.
For example, if Japan Post was available as the standard shipping option and you chose the more expensive EMS service, the refundable original shipping cost may be limited to the cost of the Japan Post option.
Refunds will normally be made using the same payment method used for the original purchase, unless otherwise expressly agreed.
We may withhold the refund until we have received the returned product, as permitted by applicable law.
6. Damaged, Incorrect or Non-Conforming Products
If your order arrives damaged, you receive a product different from the one ordered, or you believe that the product does not conform to what was advertised, please contact us at support@japanimporter.com as soon as reasonably possible.
Please provide your order number and, where appropriate, photographs showing the product, packaging and the issue.
Do not return the product before contacting us. We will review the situation and provide the appropriate instructions.
Your statutory rights relating to defective or non-conforming goods are separate from the 14-day right of withdrawal and are not affected by this policy.
7. Return Packaging
Because many of our products are valuable collectibles, returned products must be packaged with reasonable care to protect them during transportation.
Where possible, we recommend using the original protective packaging or packaging that provides an equivalent level of protection.
Japan Importer cannot treat damage caused by inadequate return packaging as damage that existed when the product was originally delivered.
This does not affect your statutory consumer rights.
8. Exchanges
Because many Japan Importer products are unique items with only one unit available, a direct replacement or exchange may not always be possible.
If there is a problem with your order, please contact us and we will provide the appropriate solution according to the circumstances and your applicable consumer rights.
9. How to Request a Return
To request a return, contact:
Japan Importer
Email: support@japanimporter.com
Please include:
- Your order number
- Your name
- The product you wish to return
- A clear statement that you wish to return the product
- A brief description of the issue if the product is damaged, incorrect or non-conforming
You do not need to provide a reason when exercising a statutory right of withdrawal.
We will reply with the return instructions and the appropriate return address in Spain.