Refund policy
- General return request period: Please contact us within 14 days from the date you receive your item.
- EU consumer withdrawal period: Eligible EU consumers may have the right to withdraw from a purchase within 14 days from the date they, or a third party indicated by them, receive the goods. If multiple items, lots, or pieces in one order are delivered separately, the 14-day period starts from the date the last item, lot, or piece is delivered.
- Return timing after withdrawal notice: For eligible EU consumer withdrawals, the customer must send back the goods without undue delay and no later than 14 days after informing us of the withdrawal.
- Refund timing: For eligible EU consumer withdrawals, we will issue the refund without undue delay and no later than 14 days from the day we are informed of the withdrawal. We may withhold the refund until we have received the returned goods or until the customer has supplied evidence that the goods have been sent back, whichever is earlier.
- Before shipment: Eligible customers may request cancellation before the item is fulfilled or shipped. For eligible EU consumers, this may be done through our electronic withdrawal function, customer account or order page where available, or by submitting a clear withdrawal request.
- How to start a return, cancellation, or withdrawal request: Please use our Customer Account / Orders page where available, or contact us via our Contact page.
- Return shipping, return freight, and return packaging: Paid by the customer, unless the item is defective, damaged, or incorrectly supplied.
- Standard outbound delivery cost: For eligible EU consumer withdrawals, the least expensive standard outbound delivery cost offered by us will be refunded where required by applicable law. Any additional delivery cost for a more expensive delivery method selected by the customer is not refundable.
- Restocking fee: None.
- Import duties, import VAT, customs clearance fees, brokerage fees, carrier handling fees, and other import-related charges: Not collected by Japanstones.shop at checkout unless expressly stated otherwise, and not refundable by Japanstones.shop if paid directly to customs authorities, postal operators, courier companies, carriers, or other third parties.
- Custom-made or personalized products: Products made to the customer's specifications or clearly personalized are non-returnable where permitted by applicable law, and may be excluded from the EU consumer right of withdrawal where applicable.
Outside any mandatory consumer withdrawal rights, we accept returns only if the item is defective, damaged, incorrectly supplied, or if it is unused and in returnable condition.
Customers are responsible for return shipping costs to our store in Japan, unless the item is defective, damaged, or incorrectly supplied.
To start a return, cancellation, or withdrawal request, please use our Customer Account / Orders page where available, or contact us via our Contact page.
Please include your name, email address, order number, and the product you wish to return or cancel so that we can identify your order.
If you are a consumer located in the European Union, you may have the right to withdraw from your purchase within 14 days after receiving the goods, without giving any reason, subject to applicable legal exceptions.
If your order contains multiple items, lots, or pieces 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.
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 our 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.
You may also refer to our EU Right of Withdrawal page for more information.
EU consumers 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:
Products made to the customer's specifications or clearly personalized are non-returnable where permitted by applicable law.
For EU consumers, 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.
For custom-made or personalized products, cancellations and returns are accepted only where expressly agreed in writing, or where required by applicable law, such as in cases of defective, damaged, or incorrectly supplied products.
Consumer withdrawal rights apply 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 consumer withdrawal rights unless otherwise required by applicable law.
For B2B purchases, business import orders, wholesale orders, and trade purchases, cancellations and returns are accepted only where expressly agreed in writing or where required by applicable law, such as in cases of defective, damaged, or incorrectly supplied products.
For customer-requested returns, including eligible B2C 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 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.
Because our products are heavy stone items, safe return packaging is essential. Please contact us before returning any product so that we can provide safe return instructions.
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, the customer must send back the goods without undue delay and no later than 14 days after informing us of the withdrawal.
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 handling beyond what is necessary to inspect the product, inadequate return packaging, or improper return transportation, we may deduct the appropriate amount from the refund where permitted by applicable law.
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.
For eligible consumer withdrawals where applicable, the customer may inspect the goods as necessary to establish their nature, characteristics, and functioning.
The customer is responsible for any diminished value of the goods resulting from handling beyond what is necessary to inspect them, where permitted by applicable law.
Outside mandatory consumer withdrawal rights, returned items must be unused, in the same condition as received, and include original tags, accessories, and packaging where applicable.
A receipt or proof of purchase is required for all returns.
Returns sent without prior contact, to the wrong address, or without following our return instructions may be delayed, refused where permitted by applicable law, or may result in additional costs. This does not limit any mandatory consumer rights that may apply.
Please inspect your item upon arrival.
If you receive a damaged, defective, or incorrect item, please contact us immediately through our Contact page and include photos of the item, packaging, shipping label, and any visible damage.
If the item is defective, damaged during shipping, or incorrectly supplied, we will resolve the issue in accordance with applicable law.
This policy does not limit any statutory rights you may have for defective or non-conforming goods.
International customers are responsible for customs duties, import VAT, import taxes, brokerage fees, customs clearance fees, carrier handling fees, and other import charges required by their country, unless otherwise stated at checkout or required by applicable law.
A refusal to pay import charges or a refusal to accept delivery is not the same as a clear cancellation or withdrawal request, unless required otherwise by applicable law.
If an item is returned because the recipient refuses to pay customs duties, import VAT, import taxes, or required import charges, we may deduct direct costs from the refund where permitted by applicable law. These costs may include outbound shipping, return shipping or return freight, carrier charges, customs-related charges, and any other direct costs charged to us because of the refusal.
We do not offer full refunds in such cases unless required by applicable law.
This section does not limit any mandatory consumer rights that may apply, including an eligible EU consumer's right of withdrawal where that right is properly exercised within the legal withdrawal period.
This section does not limit any mandatory consumer rights that may apply.
Where permitted by applicable law, the following items are non-returnable:
- Custom-made or personalized products made to the customer's specifications or clearly personalized
- Items that have been altered, modified, installed, or damaged after delivery for reasons unrelated to shipping damage, product defect, or our error
- Items that cannot be safely returned because they are missing essential packaging, accessories, or components, where permitted by applicable law
For eligible EU consumer withdrawals, ordinary stock items are not treated as non-returnable only because they are heavy, fragile, rare, used, vintage, one-of-a-kind, or shipped internationally.
However, if an item is returned with a loss of value caused by handling beyond what is necessary to inspect the item, installation, alteration, inadequate return packaging, or improper return transportation, we may deduct the appropriate amount from the refund where permitted by applicable law.
If you are unsure whether your item is returnable, please ask us via our Contact page.
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.
For eligible EU consumer withdrawals, 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.
If you selected a delivery method more expensive than the least expensive standard delivery offered by us, the additional delivery cost is not refundable.
Refunds issued by Japanstones.shop do not include customs duties, import VAT, import taxes, customs clearance fees, brokerage fees, carrier handling fees, or other import-related charges paid by the customer directly to customs authorities, postal operators, courier companies, carriers, or other third parties, because these amounts are not collected by Japanstones.shop.
Refunds will be made to the original payment method unless otherwise agreed or required by applicable law.
For non-EU returns or other approved returns outside mandatory withdrawal rights, once we receive and inspect your returned item, we will notify you of the approval status. If approved, you will be refunded to your original payment method within 10 business days.
Refund processing times vary depending on your bank, card provider, or payment provider.
If more than 15 business days have passed since refund approval and you still have not received your refund, please contact us via our Contact page.