Return & Refund Policy
Last updated: January 3, 2025
At goodsjapan, we want every piece you bring into your home to feel like it belongs there.
If something isn't quite right, we're here to help. Please read the policy below for information on returns, refunds, and exchanges.
1) Eligibility for Returns
To qualify for a return, the item must meet all of the following requirements:
- Returned within 30 days of delivery
- Unused, uninstalled, and unassembled, in the same condition as received
- Returned in original packaging, including:
- Manuals and care instructions
- Accessories and hardware/fasteners
- Tags, protective films, and seals (if applicable)
- Free of scratches, stains, wipe marks, fragrance, pet hair, or signs of use
- Includes proof of purchase (order number or receipt)
To protect product integrity and safety, we can't accept returns for items that have been used, installed, assembled, show visible wear, are missing parts, or have damaged/broken seals.
2) Non-Returnable Items
The following items are not eligible for return or refund:
- Used, installed, or assembled products
- Bedding, towels, and linens once the packaging is opened — for hygiene reasons
- Kitchen & tableware items that have been used or hand-washed
- Candles, diffusers, and scented items once the seal is broken
- Cleaning supplies and consumables (refill oils, cleaners, care products) once opened
- Custom, personalized, or made-to-order pieces
- Items labeled Final Sale / Non-returnable
- Gift cards
- Free gifts or promotional items
- Items damaged by misuse, improper assembly, improper cleaning, or normal wear and tear after delivery
3) Damaged, Defective, or Incorrect Items
If your item arrives damaged in transit, is defective, or you received the wrong item, contact us within 7 days of delivery and include:
- Your order number
- A short description of the issue
- Clear photos/videos of:
- The item (showing the damage or defect)
- The outer packaging, protective materials, and shipping label
- Any missing or broken parts
After review, if approved, we'll provide the appropriate solution:
- Replacement parts or hardware
- A replacement item
- A full refund
Shipping on these issues is always on us.
4) How to Start a Return
To request a return, please contact our customer support team:
- Email: service@goodsjapanofficial.com
- Phone: +81 (0)50 5050 9800
Include in your message:
- Your order number
- The reason for the return
- Photos if the item has any issue
Returns sent without prior authorization may not be accepted.
5) Return Shipping
- Customers cover return shipping costs unless the return is due to our error (e.g., defective, damaged, or incorrect item shipped)
- We strongly recommend using a trackable shipping service, especially for fragile or heavy items
- Please pack items securely in their original packaging to avoid damage in transit
- goodsjapan is not responsible for return shipments that are lost, damaged, or delayed in transit
6) Refunds
Once we receive and inspect your return, we'll notify you whether your refund is approved or declined.
If approved:
- Refunds are issued to the original payment method
- Please allow 5–10 business days for the refund to appear (timing depends on your bank/payment provider)
- Shipping fees (if applicable) are non-refundable, except when the return is due to our error
- Duties, customs, and taxes paid on international orders are recoverable directly from your local customs office, not from us
7) Exchanges
We currently do not offer direct exchanges.
If you want a different item, color, or size:
- Return the eligible product for a refund
- Place a new order
This ensures the piece you want is secured before stock runs out.
8) Late or Missing Refunds
If you haven't received your refund after the stated timeframe:
- Check the specific account/card you used at checkout
- Contact your credit card company (processing times vary)
- Contact your bank (posting delays are common for international refunds)
If you've completed the steps above and still don't see the refund, email us at service@goodsjapanofficial.com.
9) Order Cancellations
We process orders quickly. If you need to cancel, contact us as soon as possible.
- If the order has not shipped, we may be able to cancel it
- If the order has already shipped, it must follow the standard return process
10) Return Address
All returns must be authorized first. Please obtain goodsjapan's return instructions (such as a return label or shipping requirements) before sending anything back.
Return Address:
- Goods Japan Ltd.
- 2-6-13 Mushitoricho
- Izumiotsu-shi, Osaka 595-0037
- Japan
Contact:
- Email: service@goodsjapanofficial.com
- Phone: +81 (0)50 5050 9800
- Company Name: Goods Japan Ltd.