Refund policy

1. General Return Policy

At imy Shop Japan, we are committed to providing genuine products, accurate product information, and reliable international shopping services.

As an international retailer based in Japan, we carefully source and ship products to customers around the world.

Due to the nature of international shipping and the products we sell, we do not generally accept voluntary returns, exchanges, or cancellations after dispatch for change of mind or other personal reasons, except where required by applicable consumer protection laws.

Reasons for which voluntary returns are generally not accepted include:

  • Change of mind or no longer wanting the product

  • Accidental purchases or ordering the wrong item

  • Personal preferences regarding color, size, texture, firmness, design, or appearance

  • Finding the same or a similar product at a lower price

  • Purchasing an item that does not meet personal expectations where the product conforms to its description

  • Compatibility issues arising from clearly disclosed product specifications, including voltage, plug type, or regional compatibility

This policy does not affect customers' statutory rights relating to defective, damaged, incorrect, or non-conforming goods, or any mandatory cancellation or withdrawal rights applicable in their country or region.

Specific statutory rights for the European Union, European Economic Area, United Kingdom, and Taiwan are explained in the relevant sections below.

Where mandatory consumer protection laws provide greater rights than this general policy, those laws will prevail.

2. Incorrect, Damaged, or Defective Items

We take product quality and order accuracy seriously.

2.1 Reporting Product Issues

Customers are requested to inspect their orders upon delivery and report any incorrect, missing, visibly damaged, or defective items within 8 days of receipt whenever reasonably possible.

This initial reporting period helps us investigate delivery-related issues, review available evidence, and resolve problems promptly.

Reports submitted after 8 days will be reviewed on a case-by-case basis, taking into account:

  • The nature of the issue

  • When the problem became apparent

  • The product's condition and usage history

  • Available supporting information

  • Applicable manufacturer's warranties

  • Relevant consumer protection laws

Normal wear and tear, damage caused by improper use, and dissatisfaction based solely on personal preferences are not treated as product defects unless otherwise required by applicable law.

The 8-day reporting guideline does not limit or exclude any mandatory statutory rights, including legal remedies for defects that become apparent after delivery.

2.2 Supporting Information

When contacting us, please provide:

  • Your order number

  • The purchaser's name

  • A description of the issue

  • Clear photographs showing the problem, where reasonably possible

  • Any additional supporting information that may assist our review

We recommend recording the unboxing process, particularly for fragile, high-value, or multi-item orders.

An unboxing video can help us investigate shipping damage, missing items, or incorrect products more efficiently.

However, an unboxing video is not a mandatory condition for exercising statutory consumer rights. Claims will not be automatically rejected solely because an unboxing video is unavailable.

2.3 Available Remedies

If a product is confirmed to be incorrect, damaged, defective, or otherwise non-conforming, we will review the circumstances and provide an appropriate remedy in accordance with applicable consumer protection laws.

Depending on the nature of the issue, product availability, applicable warranties, and statutory requirements, remedies may include:

  • Replacement of the affected product

  • Repair, where appropriate

  • A full or partial refund

  • Other remedies required by applicable law

The available remedy will be determined according to the circumstances and relevant legal requirements.

2.4 Return Requirements and Shipping Costs

Where a return is required as part of a refund, replacement, or other resolution, customers will generally be asked to return the affected product in accordance with our instructions.

Please contact our customer support team before arranging a return. We will provide the applicable return instructions and confirm the appropriate procedure.

Where a return is necessary due to an error attributable to imy Shop Japan or another issue for which applicable consumer protection laws require the seller to bear return costs, the customer will not be responsible for those legally required costs.

Any required return arrangements and shipping costs will be communicated before the product is sent back.

Customers should not independently arrange an international return shipment without first confirming the appropriate return procedure with us.

Nothing in this section limits any statutory right to a refund, replacement, repair, or other remedy.

3. Hygiene-Related Products and Statutory Exceptions

Certain personal care, hygiene, and bedding products may be subject to specific return restrictions under applicable consumer protection laws.

These may include:

  • Certain shaving and grooming products

  • Underwear and other intimate personal-use items

  • Certain pillows and bedding products

  • Other products where health protection or hygiene considerations are legally relevant

Where a statutory exception applies to qualifying sealed hygiene products that have been unsealed after delivery, the right of withdrawal may be excluded in accordance with applicable law.

The applicability of such exceptions depends on the nature of the product, its packaging, and the legal requirements of the relevant country or region.

Opening an ordinary shipping carton or product package does not automatically remove statutory withdrawal rights.

Products are not automatically excluded from statutory withdrawal rights merely because they belong to a particular category, including pillows or bedding.

Any applicable product-specific return restriction will be disclosed before purchase.

Other Products Subject to Statutory Exceptions

Depending on applicable law, statutory withdrawal exceptions may also apply to:

  • Goods that deteriorate or expire rapidly

  • Customized or personalized products

  • Other goods or services expressly covered by a statutory exception

These restrictions do not affect customers' statutory rights concerning defective, damaged, incorrect, or non-conforming products.

4. International Shipping, Customs, and Recipient Responsibilities

International orders may be subject to customs clearance procedures, import duties, taxes, and other charges imposed by destination-country authorities or delivery providers.

Unless expressly stated otherwise at checkout, applicable import duties, import taxes, and customs clearance charges are the recipient's responsibility.

4.1 Accurate Delivery Information

Customers are responsible for providing complete and accurate shipping information, including:

  • Recipient's full name

  • Street address and building number

  • Apartment, unit, floor, or room number, where applicable

  • City, state, province, or region

  • Postal code and country

  • Valid email address and reachable telephone number

Please carefully review all shipping information before completing your purchase.

If you identify an error after placing your order, contact us immediately.

We will make reasonable efforts to accommodate corrections before dispatch. However, changes cannot be guaranteed once the shipment has been handed to the carrier.

Customers will not be held responsible for address or shipping-document errors attributable to imy Shop Japan.

4.2 Customs Clearance and Delivery Notifications

Customers are responsible for reasonably cooperating with required import and delivery procedures, including:

  • Paying applicable import duties and taxes

  • Providing customs documentation when reasonably required

  • Responding to customs or delivery notices

  • Arranging delivery or parcel collection within the applicable holding period

  • Monitoring the shipment's tracking information

Notifications may be issued by local postal operators, customs authorities, or delivery providers through email, SMS, postal mail, or online tracking systems.

We recommend checking the tracking status regularly, particularly when the parcel has reached its destination country.

The absence of a separate notification does not automatically establish responsibility for a delivery failure. We will consider the available evidence and relevant circumstances when reviewing any returned shipment.

5. Failed Deliveries and Returned Shipments

International parcels may be returned to imy Shop Japan for various reasons, including:

  • Unpaid import duties or customs charges

  • Incomplete customs clearance procedures

  • Failure to provide required documentation

  • Incorrect or incomplete shipping addresses supplied by the customer

  • Refusal of delivery by the customer or an authorized recipient

  • Failure to collect a parcel within the carrier's holding period

  • Failure to complete required delivery arrangements

  • Other recipient-related delivery issues

A carrier's return status does not, by itself, conclusively establish customer fault.

We will review the available circumstances before determining the appropriate resolution.

Where a customer has already validly exercised a statutory right of withdrawal or cancellation, any subsequent refused, unclaimed, or returned shipment will be assessed under the applicable statutory withdrawal rules. A carrier's refusal or unclaimed status will not automatically be treated as a breach of the customer's delivery obligations. Please refer to Sections 7 and 8.

5.1 Original Shipping Charges

Where a shipment is returned due to a customer's failure to fulfill clearly disclosed delivery or customs obligations, the original shipping fee may be non-refundable to the extent permitted by applicable law.

Where mandatory consumer protection laws require the refund of original standard delivery charges, those charges will be refunded.

5.2 Return Shipping Charges

International postal and delivery providers may charge additional transportation fees when a parcel is returned to the sender.

Where a return is attributable to the customer, reasonable, actual, and documented return shipping costs may be recoverable, provided the potential charges were adequately disclosed before purchase and recovery is permitted by applicable law.

We will not automatically deduct all return-related expenses or impose arbitrary penalties.

Any proposed charges or deductions will be assessed based on the circumstances and explained to the customer.

5.3 Reshipping Returned Parcels

If a parcel has been returned and the customer requests reshipment, additional international postage may be required.

Reshipping is subject to:

  • Product condition and availability

  • Applicable destination and carrier restrictions

  • Updated delivery information

  • Customs and import requirements

  • Agreement on any additional charges

We will provide the applicable reshipping charges and obtain the customer's agreement before dispatching a new shipment.

Where a delivery issue was caused by an error attributable to imy Shop Japan, we will provide an appropriate remedy without passing our error-related costs to the customer.

5.4 Refunds for Returned Parcels

Once a parcel has been returned, we will review the reason for return, inspect the goods where appropriate, and determine the available resolution.

Depending on the circumstances and applicable law, a resolution may include:

  • Refund of the product price

  • Refund including original standard delivery charges

  • Refund subject to lawful and adequately disclosed deductions

  • Reshipping by mutual agreement

Any refund legally due will be processed within the applicable statutory timeframe.

We will not delay a mandatory refund solely because the customer has not agreed to an optional reshipping proposal.

6. Return Requests and Refund Procedures

6.1 Contacting Customer Support

For any return, refund, delivery issue, or product-related concern, please contact:

cs@imyshopjapan.com

Please include your order number and a brief description of your request.

We will review the available information and explain the next steps.

6.2 Return Authorization and Shipping Instructions

For returns arranged through our customer support process, please contact us before sending the product.

We will provide return instructions, including the appropriate return address and any necessary documentation.

Please do not send products to an address without first confirming the appropriate return destination.

This administrative procedure does not restrict any statutory right to withdraw from a contract or otherwise exercise consumer rights through a legally valid notice.

6.3 Return Shipping and Proof of Postage

Where a product needs to be returned, customers should follow the return instructions and designated return address provided by our customer support team, ensuring that all recipient, address, and postal code details are accurate.

To protect both parties, we strongly recommend using a trackable shipping service and retaining the official postage receipt or other proof of dispatch until the refund process has been completed.

Where a tracking number is available, please provide it to our customer support team to help us monitor the return shipment and investigate any delivery issues.

If a returned parcel is lost, misdirected, or cannot be delivered, we will assess the circumstances, shipping information, carrier records, proof of postage, and applicable law to determine the appropriate resolution and responsibility.

These shipping recommendations do not limit any statutory refund, withdrawal, or other mandatory consumer rights. Refunds will be processed in accordance with applicable legal requirements.

6.4 Packaging Returned Products

Customers should take reasonable care when preparing eligible products for return.

Where available and appropriate, please include the original packaging, accessories, instruction manuals, and accompanying items.

Returned goods should be packed securely to minimize transit damage.

The absence or opening of ordinary packaging does not automatically invalidate a statutory return or withdrawal right.

6.5 Inspection

Where inspection is necessary, we generally aim to complete our review within 3–8 business days after receiving the returned parcel.

More complex cases may require additional information.

Inspection procedures will not extend mandatory statutory refund deadlines.

6.6 Refund Method and Timing

Approved refunds will generally be issued to the original payment method unless another method is agreed upon or required by law.

For refunds not governed by a shorter or otherwise specific statutory deadline, we generally aim to process refunds within 10 business days after approval.

Statutory refunds will be made within the timeframe required by the applicable law.

After a refund has been processed, the time required for the funds to appear in your account may vary depending on your bank, card issuer, or payment provider.

If you have not received an expected refund, please contact us at cs@imyshopjapan.com.

7. European Union and European Economic Area — Statutory Right of Withdrawal

This section applies where EU/EEA statutory consumer withdrawal rights govern the transaction.

7.1 Right of Withdrawal

For eligible distance purchases, consumers have the right to withdraw from the contract within 14 days without giving a reason, subject to applicable statutory exceptions.

For a typical order of goods, the withdrawal period expires 14 days after the day on which the consumer, or a designated third party other than the carrier, acquires physical possession of the goods.

Different starting rules may apply to split deliveries, multiple goods, or other legally specified arrangements.

7.2 How to Exercise the Right

To exercise your right of withdrawal, you must inform us of your decision before the applicable withdrawal period expires.

You may do so by:

  • Using the electronic withdrawal function available on our website

  • Sending an unequivocal withdrawal request to cs@imyshopjapan.com

Your request should include sufficient information to identify your order.

We will acknowledge electronic withdrawal requests as required by applicable law.

You do not need to provide a reason for exercising a valid statutory withdrawal right.

7.3 Returning the Goods

Unless we arrange collection or applicable law provides otherwise, you must send the goods back without undue delay and no later than 14 days after notifying us of your decision to withdraw.

Where legally permitted and clearly disclosed before purchase, you are responsible for the direct cost of returning the goods.

For goods that cannot normally be returned by post, any legally required return-cost information or arrangements will be provided.

7.3A Withdrawal Before Delivery

Where applicable law provides a statutory right of withdrawal, customers may exercise that right before taking physical possession of the goods, including while an order is in transit.

If a withdrawal request is received after dispatch, the shipment may no longer be cancellable, interceptable, or redirectable through the carrier.

Customers should contact us promptly to confirm the appropriate delivery and return arrangements. Where practical, we may recommend accepting delivery and returning the goods using an appropriate shipping service. However, this is not a mandatory condition for exercising a valid statutory right of withdrawal.

If a parcel is refused, remains unclaimed, or is returned during transit after a valid withdrawal, we will assess the circumstances in accordance with applicable consumer protection laws.

Any responsibility for direct return costs will be determined by applicable law and the information provided before purchase. Carrier-imposed return-to-sender charges will not automatically be treated as recoverable costs or deducted from the refund.

Refunds, including any refundable original standard delivery charges, will be processed within the applicable statutory timeframe, subject only to legally permitted withholding conditions.

Nothing in this section limits a customer's statutory withdrawal rights or other mandatory consumer protections.

7.4 Refunds Following Withdrawal

Where a valid withdrawal right is exercised, we will reimburse the payments required by applicable law, including the cost of the least expensive standard delivery option offered for the order.

Additional amounts paid for premium or expedited delivery beyond the least expensive standard option are not necessarily refundable.

The refund of original delivery charges does not mean that we are required to reimburse the separate cost of returning the goods, where that cost is legally the customer's responsibility.

Reimbursement will be made without undue delay and, in general, no later than 14 days after we are informed of your decision to withdraw.

For sales of goods, unless we have offered to collect them, we may withhold reimbursement until we have received the goods back or you have supplied evidence of sending them back, whichever occurs first, as permitted by law.

Refunds will be made using the original payment method unless otherwise agreed in accordance with applicable law.

7.5 Inspection and Diminished Value

Customers may inspect goods to the extent necessary to establish their nature, characteristics, and functioning, similar to the examination ordinarily available in a physical store.

If goods have been handled beyond what is necessary for such examination, the customer may be responsible for a resulting diminution in value where permitted by law.

Any assessment of diminished value will be based on the specific product condition and relevant evidence.

We do not impose a fixed restocking fee for exercising a statutory EU/EEA withdrawal right.

Opening ordinary product packaging does not automatically eliminate a statutory withdrawal right.

7.6 Exceptions

The statutory right of withdrawal may not apply to certain categories of goods specified by law, including, where applicable:

  • Goods made to the consumer's specifications or clearly personalized

  • Goods liable to deteriorate or expire rapidly

  • Sealed goods that are not suitable for return for health protection or hygiene reasons and have been unsealed after delivery

  • Other goods or services falling within an applicable statutory exception

Hygiene exceptions will be assessed according to the nature of the product and applicable law.

Pillows, bedding, or similar products will not automatically be excluded solely because their ordinary packaging has been opened.

7.7 Defective or Non-Conforming Goods

The statutory right of withdrawal is separate from the customer's legal rights regarding defective or non-conforming goods.

Those rights remain available in accordance with applicable consumer protection law, regardless of whether the 14-day withdrawal period has expired.

8. United Kingdom — Statutory Cancellation Rights

Where applicable UK consumer law governs the transaction, eligible consumers generally have the right to cancel qualifying distance purchases within 14 days after receiving the goods, without giving a reason.

After notifying us of cancellation, the consumer generally has a further 14 days to return the goods.

Cancellation Procedure

Customers may submit an unequivocal cancellation request through our electronic withdrawal function, where available, or by email to cs@imyshopjapan.com.

Where a customer validly cancels before receiving the goods, including while a shipment is in transit, we will coordinate the subsequent arrangements in accordance with applicable UK law. Dispatch of an order and the inability to intercept a shipment do not automatically invalidate a valid cancellation.

Refunds and Return Costs

Where the statutory cancellation right applies:

  • Refunds will include the amount required by law, including the original standard delivery charge

  • Customers may be responsible for direct return postage where legally permitted and properly informed

  • Refunds will be processed within the applicable legal timeframe

  • Legally permissible deductions for handling beyond what is necessary to inspect the goods may apply

  • No arbitrary restocking penalty will be imposed for exercising the statutory cancellation right

Exceptions

Statutory cancellation exceptions may apply to qualifying personalized goods, perishable products, and sealed products that cannot be returned for health protection or hygiene reasons once unsealed.

Any such exception will be applied only where the legal requirements are satisfied.

Customers' separate statutory rights concerning faulty, damaged, or misdescribed goods remain unaffected.

9. Taiwan — 7-Day Inspection Period and Statutory Consumer Rights

Where Taiwan's mandatory consumer protection laws apply, eligible products purchased through distance selling generally qualify for a 7-day inspection period after receipt, subject to legally recognized exceptions.

The calculation of this period and the applicable return rights are governed by Taiwan's Consumer Protection Act and relevant regulations.

The 7-day inspection period is not a product trial period. Customers should handle and inspect products only to the extent reasonably necessary to assess their nature, appearance, and functionality, and should take reasonable care to maintain the condition of the goods.

This statutory 7-day inspection period is separate from the 8-day recommended reporting period for product issues described in Section 2.

9.1 Returns During the Inspection Period

Eligible customers may request a return within the statutory inspection period through a method permitted by applicable law.

Customers may contact cs@imyshopjapan.com to coordinate return arrangements.

We will provide any legally required collection, return, and refund arrangements without imposing charges prohibited by applicable law.

9.2 Products Excluded from the 7-Day Inspection Period

Certain products may be excluded from the statutory 7-day inspection period if they fall within a recognized legal exception and the applicable pre-purchase disclosure requirements have been satisfied.

These may include:

  • Goods that deteriorate or expire rapidly, or have a limited shelf life

  • Goods customized at the customer's request

  • Qualifying personal hygiene products that have been unsealed after delivery

  • Other categories expressly recognized by applicable law

The personal hygiene exception will be assessed according to the nature of the goods and whether the statutory requirements are met.

Opening an ordinary shipping carton alone does not necessarily constitute unsealing a hygiene product.

Any applicable exception will be disclosed before purchase.

9.3 Product Defects and Incorrect Goods

Exceptions to the 7-day inspection period do not remove consumers' statutory remedies for defective, incorrect, damaged, or non-conforming goods.

Such matters will be handled under Section 2 of this policy and in accordance with applicable consumer protection and civil laws.

10. Other Countries and Regions

For customers outside the regions specifically addressed above, our general policy of not accepting voluntary returns for change of mind or other personal reasons applies unless mandatory local consumer protection law provides otherwise.

Some countries, states, or regions may grant consumers additional rights relating to cancellation, refunds, delivery, warranties, or defective goods.

Where those laws apply to the transaction, we will respect the relevant mandatory rights.

Any statutory right takes precedence over a conflicting provision of this policy.

11. Contact Information and Policy Application

For return requests, product issues, customs-related delivery problems, or questions about this policy, please contact:

imy Shop Japan

Customer Support Email: cs@imyshopjapan.com

Customer Support Hours: Monday–Friday, 9:00 AM–6:00 PM Japan Standard Time, excluding Japanese public holidays.

This policy applies to orders placed on or after its effective date, subject to applicable law.

Orders placed before the effective date will be assessed under the terms applicable at the time of purchase and any mandatory legal rights.

Nothing in this policy excludes, limits, or overrides consumer rights that cannot lawfully be restricted.

Effective Date: November 7, 2026