Refund policy

💡 Tip for Shoppers: Please locate your applicable section based on your shipping destination to view the exact terms for your order.

Return & Refund Policy

We offer an 8-day return policy. Within 8 days of receiving your item, you may apply for a return or refund for eligible items.

Eligibility for Returns

To be eligible for a return:

• The product must be in brand-new, unused condition, with all original packaging intact (e.g., shrink wrap, seals, and outer boxes).
• The product must be returned in the same condition as it was received, well packed, and include all accessories and free gifts (if applicable).

Returns will not be accepted under the following circumstances:

• Reasons such as “change of mind,” “purchased by mistake,” or “preference in size or type.”
• Items that are not in their original, unopened packaging.
• Products damaged due to improper use, handling, or failure to follow the product’s specifications.
• Compatibility issues with local power sources or voltage differences.

Non-Returnable & Non-Exchangeable Items

Certain products are strictly non-returnable and non-exchangeable under any circumstances, including:

• Hygiene-related products (e.g., pillows, sleeping bags, shavers, underwear)
• Perishable goods (e.g., food, flowers, or plants)
• Custom or personalized items
• Hazardous materials, batteries, flammable liquids, or gases

Exchange Policy

We do not offer product exchanges. All orders are considered final once processed, except in cases where a wrong or defective item is received.

If you received an incorrect or defective product, please contact us within 8 days of delivery with your order number and unboxing video evidence showing the unopened condition, unboxing process, and item details. Requests without video evidence cannot be processed.

Return Process

To initiate a return for eligible products, please contact us at cs@imyshopjapan.com with your order number, name, and reason for the return.

• Approval: We will review your request and provide return instructions if approved. Items returned without prior approval will not be accepted.
• Inspection: Upon receiving the returned product, we will inspect it to confirm eligibility. This process may take 3–8 business days.

Refunds

Once approved and inspected, refunds will be issued to your original payment method. Refunds typically take up to 10 business days to process.

• Initial shipping fees are non-refundable unless the return is due to our error.
• Return shipping costs are the customer’s responsibility unless the return is due to our error.

If more than 15 business days have passed since your refund was approved, please contact us at cs@imyshopjapan.com

Refund Policy (Applicable country: Taiwan)

We have a 7+1 day cooling-off that exceeds the protection provided by Taiwan's Consumer Protection Act. With the exception of specific items, all products on imyshopjapan.com enjoy an 8-daycooling-off period, which means that you can apply for returns or refunds within 8 days from the day you receive the product. Except for custom purchasing items, all products have an 8-day inspection period. According to Article 2 of the reasonable exception criteria for the resolution of communication transactions, the customization payment made at the request of the consumer (i.e., the custom purchasing service on this website) is not subject to the 8-day cooling-off period.

Within 7 days from the day of product delivery, except for exceptions/non-returnable items and custom purchasing items, consumers can apply for returns or refunds, and the shipping costs will be covered by the operating company of imyshopjapan.com. Starting from the 8th day from the day of product delivery, except for exceptions/non-returnable items and custom purchasing items, returns or refunds can still be requested; however, the shipping costs and any applicable handling fees will be borne by the consumer.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and well packed in its original packaging.

If your return is accepted, we’ll send you the instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at cs@imyshopjapan.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We highly recommend that you have the whole process filmed while opening the package.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as pillows, sleeping bags, shavers, underwears). We also do not accept returns for hazardous materials, battaries, flammable liquids, or gasses. Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at cs@imyshopjapan.com.

Return and Exchange Process and Considerations

• Please contact customer service first for return and exchange inquiries and provide your order number and purchaser's name for reference.
• To protect the interests of both parties, the entire shipping process has been recorded on video. We also request that customers record the unboxing process as soon as they receive their items. In cases of "quantity shortage," we will refer to the "complete video recording" as evidence.
• Videos should clearly capture the "unopened condition," "unboxing process," and "quantity of items." If you have any doubts about the products, please provide a complete video recording within 8 days from the date of receipt. Requests without unboxing videos will not be accepted.
• If you need to return or exchange items due to our company's error (e.g., wrong product, damage during shipping, product defects), we will cover the cost of returning the item and refund the full product price or replace it with a new one.
• Please keep the products clean and intact, including any free gifts, and pack them back into the original packaging box or bag, just as they were when originally shipped, to maintain your rights for returns or exchanges. If the original packaging materials from the shipment have been discarded or damaged, please use appropriate packaging materials to protect the product. Do not send the item back with the original packaging alone. If the product's integrity is compromised or if it gets damaged due to improper packaging, we regret to inform you that we cannot process the return or exchange. ※ Unopened definition: The original product packaging, such as shrink wrap, seals, and outer boxes, remains unopened.
• Please verify the order number and items that the courier is collecting before dispatching the return. Also, keep the courier's receipt for your records.
• Hygiene items such as razors, underwear, and products that are intended for personal use cannot be returned or exchanged once opened.
• Defective items that are not reported within 8 days from the date of receipt will be handled as repair requests and will not be eligible for returns or exchanges.
• Return requests must be made within 8 days of receiving the unopened product. If you have already opened the product, returns will only be accepted for product defects.

EU Return & Cancellation Policy (Right of Withdrawal)

If you are a consumer residing in the European Union (EU) or the European Economic Area (EEA), you have the right to withdraw from this contract within 14 days without giving any reason, subject to the exceptions stated below.

1. Right of Withdrawal

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

2. Exceptions to the Right of Withdrawal (Important: Hygiene Items)

Please note that the right of withdrawal does not apply to certain products. For health protection and hygiene reasons, pillows are strictly considered personal hygiene products. According to EU consumer protection laws (Article 16(e) of Directive 2011/83/EU), the right of withdrawal ceases to exist if the sealed packaging of such hygiene items has been unsealed or opened after delivery.

• Sealed Pillows: If your pillow remains unopened in its original, sealed packaging, you may return it within the 14-day period.
• Unsealed/Opened Pillows: Once the packaging is opened or the hygiene seal is broken, the pillow cannot be returned, cancelled, or refunded, as it cannot be safely resold to another customer.

3. How to Exercise Your Right of Withdrawal

To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement.

For your convenience, and in compliance with EU Directive 2023/2673, you can easily initiate a cancellation or return by using our electronic withdrawal feature:

• Step 1 — Click the Withdrawal Button: Click the "Withdraw" button located at the lower right corner of our website. This button is accessible without requiring you to log in to your account.
• Step 2 — Confirm Your Withdrawal: You will be prompted to confirm your withdrawal request and provide your name along with the details of the contract or order you are cancelling.
• Step 3 — Automatic Confirmation: Upon submission, you will automatically receive an acknowledgment of your withdrawal request by email without delay. This email serves as your durable confirmation of the withdrawal in accordance with EU law.
• Alternative Method: You may also contact our customer service team directly at cs@imyshopjapan.com to exercise your right of withdrawal.

4. Return Shipping Costs

You will have to bear the direct cost of returning the goods. We strongly recommend using a trackable shipping service, as we cannot be held responsible for items lost in transit during the return process.

5. Effects of Withdrawal (Refunds)

If you withdraw from this contract (and the items are eligible for return as per Section 2), we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us).

We will make the reimbursement without undue delay, and not later than 14 days from the day we receive the returned goods back from you, or until you have supplied evidence of having sent back the goods, whichever is the earliest. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

6. Defective or Damaged Items

This withdrawal policy does not affect your statutory legal rights regarding faulty, damaged, or misdescribed goods. If your item arrived damaged or defective, please contact us immediately at cs@imyshopjapan.com with photos of the issue, and we will resolve it in accordance with EU consumer guarantee laws.