Refund policy

Cancellations & Refunds: At Japancoo, we take pride in offering some of the most customer-friendly return policies available. You may cancel your order at no cost at any point before it has shipped (certain exceptions apply, such as custom orders—see below).
If you have any questions, please email us at support@japancoo.com or call         +1 (213) 260-1963

Cancellations (Before Order Ships)
If you wish to cancel an order, please reach out as quickly as possible so we can issue a full refund before it leaves our warehouse. You can contact our team during business hours at +1 (213) 260-1963, use the chat in the bottom right corner, or email support@japancoo.com at any time.

Cancellations of Custom Orders
Custom or made-to-order products are not eligible for cancellation or refunds, as they are produced specifically for your order.
These items are built according to your specifications or begin production once the order is placed. As soon as your order is confirmed, manufacturing begins. Your warranty ensures that the product will be fully functional and operational. If you are unsure whether your item is custom or made-to-order, please contact us by phone or message.
All custom and made-to-order purchases are final.

Refunds and Returns.
If you need to exchange a product, this can be arranged. However, customers are responsible for all shipping costs related to returns and exchanges.
Not every product is eligible for return after shipment. Since we source directly from manufacturers, we must follow their return policies. If a manufacturer does not accept returns, we are unable to offer one. This can vary depending on the product, so please contact us for details about your specific item or brand.
Due to significantly rising LTL/freight shipping costs, all direct returns are subject to a 25% cancellation fee plus return shipping charges. If you are exchanging the product, we may assist with part of the cost depending on the item.
Returns must be initiated within 30 days of delivery. However, note that brand-specific return policies listed on product pages take precedence over this general 30-day policy.

Refund Processing time
All refunds are processed in within the next 7 days, since requesting for a refund, depending on your bank provider.

Shipping Times
We are committed to delivering your order as quickly as possible. Estimated shipping times are listed on product pages based on information provided by suppliers and freight carriers. These estimates may change without prior notice due to factors such as supply chain disruptions, raw material shortages, manufacturing delays, high shipping demand, and labor constraints.
Order delays are sometimes unavoidable and outside the control of Store Name. We understand this can be frustrating and appreciate your patience and understanding. Thank you for your support.

Please Read the Following
By placing an order with Japancoo, you agree to the following Exchange Agreement:
I understand that I must inspect the package upon delivery and document any damage with notes and photos, submitting them to Japancoo within 24 hours.
I understand that I am responsible for return shipping costs and the cost of shipping a replacement product in cases of refunds or exchanges.
I understand that returned items must be unused and unopened, and that restocking fees may apply.
I understand that once my order has shipped, I am no longer eligible for a full refund.
I understand that if I return an order after it has shipped, I am responsible for return shipping and restocking fees, typically around 20%, depending on the product.
I understand that shipping estimates provided on product pages are approximate and may change due to factors beyond Japancoo's control. I understand and agree not to cancel my order or initiate a chargeback due to delays or inaccurate estimates caused by factors outside of Japancoo's control (such as manufacturing or logistics issues).

Damages
Please inspect the packaging of your item(s) upon delivery. If you notice any damage, make sure to note it when signing for the shipment. If your item arrives damaged, send photos of the damage, packaging, and SKU along with a brief description to support@japancoo.com so we can file an insurance claim on your behalf.
Photos and videos must be submitted within 24 hours of delivery for freight damage claims to be valid. Any punctures or visible external damage must also be reported within this timeframe.

Warranty
Warranty terms vary by manufacturer—please refer to individual product pages for specific details. Warranty claims apply to issues that occur over time through normal use. If a product was damaged upon delivery and not reported within 30 days, it does not qualify as a warranty claim.

Returns
By default, Japancoo requires customers to cover all return shipping costs or reconsignment fees resulting from customer error, unless otherwise stated on the product page.
Most of our products include warranty guarantees, ensuring that you will receive a fully functional and operational product without additional costs—please check individual product pages for full details.

BOGO Promotions
For Buy One Get One (BOGO) promotions, both items must be returned to qualify for a full refund. If only one item is returned, you will receive either a replacement or store credit equal to the standalone value of that item. If the order has already shipped, the buyer is responsible for return shipping costs and possibly a restocking fee, depending on the manufacturer. Refunds are issued only to the original payment method.
By completing a purchase, customers confirm that they have read, understood, and agreed to these terms and conditions.
Return and refund policies may vary by product depending on the manufacturer—please refer to individual product pages or contact support@japancoo.com for details.

Chargebacks
Our support team is here to help resolve any issues you may have. We have designed our policies to be fair and customer-focused, and we are committed to providing prompt assistance and the best possible resolution.
However, customers who file fraudulent chargebacks will be held legally accountable for theft. If you have not received your product or are experiencing an issue, please contact us so we can assist you. Do not initiate a chargeback for issues we can resolve together. Thank you for choosing us!

Contact Information

Questions about the Return and Refund Policy should be sent to us at our contact information which is posted below:

Business Name: Japancoo
Email: support@japancoo.com
Phone Number: +1 (213) 260-1963
Customer Service Hours: Mon-Fri 9am-5pm EST