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 an order before it enters production or ships. Please contact us as soon as possible. Because many of our items are made to order, production can begin quickly, so cancellation may be limited or subject to a fee once production has started. The exact cancellation window and fee for each product are listed on its product page.
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. Some made-to-order or custom items may be non-returnable — 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 a 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.
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
Address: Office 267, 254 Chapman Rd, Suite 101-B, Newark, Delaware, 19702, USA
Email: support@japancoo.com
Phone Number: +1 (213) 260-1963
Customer Service Hours: Mon-Fri 9am-5pm EST