EU Right of Withdrawal

If you are an eligible consumer located in the European Union, you may have the right to withdraw from your purchase within 14 days without giving any reason, subject to applicable legal exceptions.

The withdrawal period starts from the date you, or a third party indicated by you, receive the goods.

If multiple items, lots, or pieces in one order are delivered separately, the 14-day withdrawal period starts from the date you, or a third party indicated by you, receive the last item, lot, or piece.

Before an item is fulfilled or shipped, eligible EU consumers may request cancellation or withdrawal through the available order-related request method, Customer Account / Orders page, or by submitting a clear withdrawal request.

After an item has been fulfilled or shipped, the request will generally be handled as a return or withdrawal request rather than a pre-shipment cancellation.

To exercise your right of withdrawal, you must inform us of your decision to withdraw by a clear statement before the withdrawal period expires.

You may submit your withdrawal request through the available electronic withdrawal function, your Customer Account / Orders page where available, or through our Contact page.

Please provide your name, email address, order number, and the product you wish to withdraw from so that we can identify your order. You may also include the date you received the goods to help us process your request more quickly.

After we receive your withdrawal request, we will send an acknowledgement by email or another durable medium.

For eligible EU consumer withdrawals, you must send back the goods without undue delay and no later than 14 days after informing us of your decision to withdraw.

Please contact us before returning any product so that we can provide safe return instructions for international transportation.

For eligible EU consumer withdrawals, the customer is responsible for all direct return costs, including return shipping, return freight, return collection charges, and proper return packaging costs, unless the item is defective, damaged, or incorrectly supplied.

Because many of our products are heavy stone goods that cannot normally be returned by ordinary postal service, international return freight from the EU to Japan may be high. Where the exact return cost cannot reasonably be calculated in advance, the customer should understand that this cost will be payable by the customer and may vary depending on the product weight, size, destination, carrier, and required return packaging.

If Japanstones.shop arranges return collection or return freight at the customer's request, the actual return cost will be deducted from the refund or charged to the customer before the return is arranged, where permitted by applicable law.

If the customer arranges the return independently, the customer must use a reliable tracked shipping, courier, or freight service and is responsible for ensuring that the product is safely packed and returned without damage.

For eligible EU consumer withdrawals, we will refund the payments received from you, including the least expensive standard outbound delivery cost offered by us where required by applicable law, without undue delay and no later than 14 days from the day we are informed of your decision to withdraw.

We may withhold the refund until we have received the returned goods or until you have supplied evidence that you have sent back the goods, whichever is earlier.

Refunds will be made to the original payment method unless otherwise agreed or required by applicable law.

For eligible EU consumer withdrawals, the least expensive standard outbound delivery cost offered by us will be refunded where required by applicable law.

If you selected a delivery method more expensive than the least expensive standard delivery offered by us, the additional delivery cost is not refundable.

Japanstones.shop is based in Japan and does not collect EU import VAT, customs duties, customs clearance fees, brokerage fees, carrier handling fees, or other import-related charges at checkout, unless expressly stated otherwise at checkout.

For international orders, the customer is responsible for any customs duties, import VAT, import taxes, customs clearance fees, brokerage fees, carrier handling fees, and other import-related charges required by the destination country.

These charges are not collected by Japanstones.shop and are paid by the customer directly to customs authorities, postal operators, courier companies, carriers, or other relevant parties. Therefore, these charges are not refundable by Japanstones.shop.

If the customer returns the goods, the customer may need to apply directly to the relevant customs authority, postal operator, courier company, or carrier for any possible refund of import duties, import VAT, import taxes, or import-related charges, where available under local rules.

If Japanstones.shop has not collected these import-related charges at checkout, Japanstones.shop cannot refund them.

You may inspect the goods as necessary to establish their nature, characteristics, and functioning.

You are responsible for any diminished value of the goods resulting from handling beyond what is necessary to inspect them, where permitted by applicable law.

Returned items must be properly packed to prevent damage during international transportation. If the product is returned damaged or with a loss of value caused by inadequate return packaging or improper return transportation, we may deduct the appropriate amount from the refund where permitted by applicable law.

The EU consumer right of withdrawal does not apply to products made to the customer's specifications or clearly personalized, where permitted by applicable law.

This may include, for example:

• Products made to a customer's requested dimensions, design, or individual specifications
• Stone items with a customer's name, date, inscription, family name, company name, logo, or other personalized carving
• Bespoke stone carvings or made-to-order products produced according to the customer's individual instructions
• Products specially adapted or altered for the customer in a way that makes them clearly personalized

Ordinary stock items are not treated as custom-made or personalized only because they are heavy, fragile, rare, used, vintage, one-of-a-kind, or shipped internationally.

The EU consumer right of withdrawal applies to eligible consumer purchases only.

A consumer purchase generally means a purchase made by a natural person for purposes outside their trade, business, craft, or profession.

B2B purchases, business import orders, wholesale orders, trade purchases, and purchases made for business or professional purposes by companies, landscapers, garden designers, architects, stone dealers, hotels, public facilities, or other professional buyers are outside the scope of the EU consumer right of withdrawal unless otherwise required by applicable law.

You may use the following form to exercise the EU right of withdrawal, but using this form is not required.

To: Japanstones.shop / Quality

Contact: https://japanstones.shop/pages/contact

I hereby give notice that I withdraw from my contract of sale for the following goods:

• Order number:
• Product name:
• Ordered on:
• Received on:
• Customer name:
• Customer email address:
• Customer address:
• Date: