General notice
Firstly, it's important to clarify that we operate as a proxy purchasing service; we are not the direct seller or the shipping agent. We collaborate with these entities, and should any issues arise and you have not opted for any additional services to ensure a smooth purchase process, we will assist in contacting the relevant parties. Compensation from these parties must be secured before you can receive any reimbursement for issues related to your order. This process can be lengthy, hence we recommend opting for insurance service to cover your goods against damage during transit. We appreciate your understanding.
I. JapanEZ Find
1. Cases Not Eligible for Return or Refund
We will not accept returns or provide refunds for the following reasons:
- Products not purchased through JapanEZ Find.
- Products that have been used.
- For subjective reasons such as change of mind, dislike of the product, or unsuitability.
- Items with a short shelf life (less than 2 months), perishable items (food, flowers, plants), and personalized products.
- Allergies, so please check the product ingredients carefully before purchase.
- Obvious abuse by the user.
- Packages returned to us by the postal service as undeliverable, unclaimed, incorrect address provided, prolonged absence of the recipient, rejected by the recipient, or unpaid import taxes, customs duties, and fees imposed by the destination country, or if the recipient rejects the delivery for any reason.
2. Cases Eligible for Return
- Missing items, damage, or discrepancies. Customers need to provide comprehensive unboxing videos and images showing the damage or differences from the product intended to be purchased.
- Regretting a purchase
- Counterfeit or imitation goods. We ensure product authenticity when making purchases with JapanEZ Find.
3. Our Requirements for Returns
For return cases to be accepted, we kindly request that the returned items meet the following conditions:
- Returns must be sent via registered mail.
- The product should be in the same condition as received.
- All items should be in their original packaging and securely packed for shipping, including all accessories or parts, as in the original order. Customers bear all risks and damages during the return process.
- There should be no damage or stains on the product (except for damage shown in the unboxing video).
- The product must be unused and show no signs of prior use.
- Include a printed copy of the invoice with your return.
- If your order arrives damaged, missing items, or incorrect, prepare comprehensive unboxing videos and clear images and contact our customer service.
4. Return Process for Approved Cases
Step 1: Gather Evidence and Contact Customer Support
Ensure your case meets the eligibility criteria for a smooth return process. Claims must be made within 60 days of receiving the item, in pristine condition with all components, and in original packaging. For damaged, defective, or incorrect deliveries, provide unboxing videos and detailed images as evidence.
If eligible, or for damaged, defective, or incorrect items, take necessary proofs and email our Customer Support at [email protected] with your Order Number and detailed descriptions, including videos, images, and any other evidence.
Step 2: Review and Return Authorization
Our Customer Support will review your case within 7 business days. If eligible, we'll provide a return authorization for a seamless process.
Step 3: Shipping the Item
Once authorized, package the item securely and return it within 7 business days via registered mail, including a printed invoice copy.
Step 4: Refund or Exchange
Upon receipt and inspection, we'll process a refund or exchange within 7 business days. Please allow up to 30 days for the refund to be reflected in your account or for the exchange item to be delivered.
We'll proceed with your preferred resolution, offering full refunds to the original payment method or as store credit, including original shipping costs and return shipping fees for damaged, defective, or incorrect items.
Step 5: Opting for Store Credit
Optionally, choose store credit for your refund. Our store credits have no expiry, protect against exchange rate fluctuations, and facilitate hassle-free future purchases.
*Important:
After your order has been shipped, and in cases:
- Objective reasons: The items lost in transit, are missing, damaged, etc. returns may be possible depending on providing comprehensive unboxing videos and images of the incorrect or damaged items. Returns and/or refunds are only possible if we can successfully coordinate with the shipping agent to secure a return from them.
- Subjective reasons: Packages returned to us by the postal service as undeliverable/unclaimed/incorrect address provided/prolonged absence of the recipient/rejected by the recipient/unpaid import taxes, customs duties, and fees imposed by the destination country/or if the recipient rejects the delivery for any reason, will not be refunded.
Kindly refrain from initiating any disputes before reaching out to us directly. Opening disputes without prior communication will delay the resolution process. Initiating chargebacks will lead to a permanent ban and your payment method being marked for fraudulent activity.
II. Japan Flow
1. Cases Not Eligible for Return or Refund
We will not accept returns or provide refunds for the following reasons:
- Products not purchased through Japan Flow.
- Products that have been used.
- For subjective reasons such as change of mind, dislike of the product, or unsuitability.
- Items with a short shelf life (less than 2 months), perishable items (food, flowers, plants), and personalized products.
- Allergies, so please check the product ingredients carefully before purchase.
- Counterfeit or imitation goods. Our inspection process does not include verifying the authenticity of products, so we advise caution when purchasing from less reputable stores.
- Obvious abuse by the user.
- Packages returned to us by the postal service as undeliverable, unclaimed, incorrect address provided, prolonged absence of the recipient, rejected by the recipient, or unpaid import taxes, customs duties, and fees imposed by the destination country, or if the recipient rejects the delivery for any reason.
2. Cases Eligible for Return
- Missing items, damage, or discrepancies. Customers need to provide comprehensive unboxing videos and images showing the damage or differences from the product intended to be purchased.
- Regretting a purchase
- If the customer has purchased an insurance service for the order, a return and fee will be paid by Japan Flow.
- If the customer has not purchased insurance for their order, we will still assist in claiming from the seller and/or shipping agent. Returns will be processed if we (Japan Flow) receive approval for the return from the seller.
3. Our Requirements for Returns
For return cases to be accepted, we kindly request that the returned items meet the following conditions:
- Returns must be sent via registered mail.
- The product should be in the same condition as received
- All items should be in their original packaging and securely p
acked for shipping, including all accessories or parts, as in the original order. Customers bear all risks and damages during the return process.
- There should be no damage or stains on the product (except for damage shown in the unboxing video).
- The product must be unused and show no signs of prior use.
- Include a printed copy of the invoice with your return.
- If your order arrives damaged, missing items, or incorrect, prepare comprehensive unboxing videos and clear images and contact our customer service.
4. Return Process for Approved Cases
Step 1: Gather Evidence and Contact Customer Support
Ensure your case meets the eligibility criteria for a smooth return process. Claims must be made within 60 days of receiving the item, in pristine condition with all components, and in original packaging. For damaged, defective, or incorrect deliveries, provide unboxing videos and detailed images as evidence.
If eligible, or for damaged, defective, or incorrect items, take necessary proofs and email our Customer Support at [email protected] with your Order Number and detailed descriptions, including videos, images, and any other evidence.
Step 2: Review and Return Authorization
Our Customer Support will review your case within 7 business days. If eligible, we'll provide a return authorization for a seamless process.
Step 3: Shipping the Item
Once authorized, package the item securely and return it within 7 business days via registered mail, including a printed invoice copy.
Step 4: Refund or Exchange
Upon receipt and inspection, we'll process a refund or exchange within 7 business days. Please allow up to 30 days for the refund to be reflected in your account or for the exchange item to be delivered.
We'll proceed with your preferred resolution, offering full refunds to the original payment method or as store credit, including original shipping costs and return shipping fees for damaged, defective, or incorrect items.
Step 5: Opting for Store Credit
Optionally, choose store credit for your refund. Our store credits have no expiry, protect against exchange rate fluctuations, and facilitate hassle-free future purchases.
*Important:
After your order has been shipped, and in cases:
- Objective reasons: The items lost in transit, are missing, damaged, etc. returns may be possible depending on whether you have subscribed to an insurance service while also providing comprehensive unboxing videos and images of the incorrect or damaged items. If no additional services have been paid for, returns and/or refunds are only possible if we can successfully coordinate with the shipping agent to secure a return from them.
- Subjective reasons: Packages returned to us by the postal service as undeliverable/unclaimed/incorrect address provided/prolonged absence of the recipient/rejected by the recipient/unpaid import taxes, customs duties, and fees imposed by the destination country/or if the recipient rejects the delivery for any reason, and when no insurance or photo services were purchased, will not be refunded.
Kindly refrain from initiating any disputes before reaching out to us directly. Opening disputes without prior communication will delay the resolution process. Initiating chargebacks will lead to a permanent ban and your payment method being marked for fraudulent activity.