Refund policy

At Japancoo, we aim to make cancellations and returns as simple and fair as possible. This page explains our general terms. Because we source directly from manufacturers, some products follow brand-specific terms.

Important: Where a product page lists its own cancellation, return, restocking, or warranty terms, those brand-specific terms take precedence over this general policy.

Order Cancellations
You may cancel your order free of charge within 72 hours of placing it, provided production has not yet started. Cancellations made after 72 hours are subject to a 10% cancellation fee. Once an item has entered production it cannot be cancelled.

Returns
Unless a product page states otherwise, return requests must be initiated within 30 days of delivery. Returned items must be unused, in new condition, and in their original packaging. Custom-built items are non-returnable unless the product page states otherwise — please check the product page or contact us before ordering.

Restocking & Return Shipping
For change-of-mind returns, the customer is responsible for return shipping, and up to 30% restocking fee may apply. The exact restocking fee varies by manufacturer and is stated on the product page. If an item is defective or we made an error, we cover return shipping and issue a full refund.

Damaged in Transit
Please inspect your package upon delivery. Note any visible damage when signing for the shipment, and email photos of the damage, packaging, and SKU to support@japancoo.com within 48 hours of delivery so we can file a claim on your behalf.

Refund Processing
Approved refunds are issued to the original payment method, typically within 7 business days of the return being received and approved. Timing may vary depending on your bank.

Warranty
Warranty terms vary by manufacturer — please refer to the individual product page for details.

Shipping Times
Estimated shipping and delivery times are shown on product pages and are approximate. They may change due to factors beyond our control, such as supply-chain disruptions, material shortages, manufacturing delays, or carrier issues.

How to start a return

Email support@japancoo.com with your order number and the reason for the
return. We will confirm your request and send you a Return Merchandise
Authorization (RMA) number together with the exact return address.
Returns sent without an RMA number cannot be processed.

Contact Information

Store Name: Japancoo
Business Name: Zuraecom LTD
Address: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom
Company No.: 16960011
Phone: +1 (213) 260-1963
Email: support@japancoo.com

Customer Service Hours: Monday to Friday, 9.00 a.m. – 5.00 p.m. (ET)
We aim to respond within 24 hours.