Return & Refund policy

Return & Refund Policy

At Japan Plaza UK, we aim to provide high-quality products and fair service to all customers. This policy explains how returns, refunds, cancellations, and delivery issues are handled. Nothing in this policy affects your statutory rights under UK consumer law.

1. Your Right to Cancel

Under the Consumer Contracts Regulations 2013, customers purchasing online may cancel eligible orders within 14 days of receiving their goods.

To exercise this right:

  • You must notify us in writing within 14 days of delivery.
  • Returned goods must be sent back within 14 days of cancellation notice.
  • Orders cancelled after supplier procurement or dispatch may be subject to a deduction reflecting any non-recoverable costs incurred by us.

Customers may inspect goods as they would in a physical shop. However, we may reduce refunds where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics, and function.

2. Return Conditions

Returned items should:

  • Be returned complete with all accessories, manuals, free gifts, and original packaging where reasonably possible
  • Be securely packaged to prevent transit damage during return

We reserve the right to make deductions from refunds where returned goods are damaged, incomplete, excessively handled, or show signs of use beyond reasonable inspection, where permitted by law.

3. Pre-Order / Special Import Items

Certain products sold by Japan Plaza UK are specially sourced or imported to fulfil your order, including but not limited to:

  • Rice cookers
  • Electronics
  • Limited import appliances
  • Supplier back-order items

Where cancellation is requested after procurement or import arrangements have begun, we reserve the right to deduct any reasonable non-recoverable costs incurred in relation to the order where permitted by law, including supplier cancellation charges, courier fees, or import-related charges.

4. Non-Returnable Items

Unless faulty, we cannot accept returns for:

  • Personalised or bespoke items
  • Sealed hygiene/cosmetic products once opened
  • Consumable goods once opened
  • Any other goods exempt from cancellation rights under applicable law

5. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or incorrect:

  • Please notify us within 48 hours where possible to assist with investigation and courier claims
  • Provide clear photographs/videos of:
    • External packaging
    • Shipping label
    • Internal packaging
    • Product issue/damage

Failure to report promptly may delay investigation but does not affect your statutory rights.

Where a fault or damage is verified, we will provide an appropriate remedy in accordance with UK consumer law, which may include repair, replacement, or refund.

6. Return Shipping Costs

For cancellations or change-of-mind returns:

  • Customers are responsible for arranging and paying for the safe return of goods unless the item is faulty, damaged, or incorrect
  • If an order is cancelled after dispatch or after being handed to our overseas courier, any direct courier interception or return shipping costs already incurred may be deducted from the refund amount.
  • We strongly recommend using a tracked and insured delivery service
  • Returned goods remain the customer’s responsibility until received by us

Where required by law, standard outbound delivery charges will be refunded. Premium or upgraded delivery charges beyond standard shipping are non-refundable.

7. Missing or Undelivered Parcels

If tracking shows delivered but your parcel cannot be located:

Customers must:

  • Check neighbours, safe places, reception, or building management
  • Notify us within 3 days of the marked delivery date
  • Cooperate fully with courier investigation
  • Provide any requested supporting information
  • Where appropriate, provide a police crime reference number if theft is suspected

We will investigate the matter with the courier and request available delivery evidence, including GPS/delivery confirmation where applicable.

Failure to cooperate with the investigation process may affect the outcome of the claim.

8. Fraud Prevention & Inspection

To protect against fraudulent or abusive claims:

We reserve the right to:

  • Request photographic/video evidence before approving claims
  • Require return of goods for inspection before refund/replacement
  • Verify serial numbers and dispatch records
  • Refuse claims where evidence suggests misuse, accidental damage, tampering, or false reporting
  • Dispute fraudulent chargebacks and report suspected fraud to relevant authorities/payment providers

9. Refused / Failed Deliveries

Where an order is refused, uncollected, or returned due to customer error (including incorrect address provided), we may deduct any return courier charges or other reasonable direct costs incurred.

10. Refund Process

Once returned goods are received and inspected:

  • We will notify you of the outcome of your return/refund request
  • Approved refunds will be processed to the original payment method within 7–10 working days

11. Warranty Repairs & Manufacturer Service Assessments

  • Where a product requires assessment or repair by an overseas manufacturer’s authorised service centre, the customer acknowledges that additional transportation costs may apply. International shipping costs for assessment and/or repair are typically estimated at approximately £130 for rice cookers and similar appliances, depending on size, weight, and destination. These costs will only be incurred with the customer’s prior confirmation.

  • If the fault is confirmed as a manufacturing defect covered under warranty, repair costs will be covered in accordance with warranty terms.
    Shipping and transportation arrangements will be handled in line with the applicable warranty process and service centre policy.