EU Return & Cancellation Policy (Right of Withdrawal)
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.