Refund policy
Change-of-Mind Returns
Except where required by applicable law, we do not accept returns or exchanges for non-defective products.
This includes requests based on:
- Size, fit or comfort
- Change of mind
- Colour or style preference
- Ordering the wrong product, colour, size or quantity
- Minor variations that are normal characteristics of the material or manufacturing process
Please review all product information carefully before placing your order. Customers are responsible for selecting the correct products, sizes and quantities.
Defective, Damaged or Incorrect Products
If your order arrives defective, damaged or different from what you ordered, contact us within seven calendar days of delivery at Contact@japan-apparel.com.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product, packaging and shipping label
Do not return a product before receiving instructions from us.
Products must remain unused, unwashed and unaltered, with their original labels and packaging, unless the defect could only reasonably be discovered after use or washing.
Once the issue has been verified, we will provide an appropriate remedy. Depending on the circumstances, this may include replacement of the affected product or a refund. If a replacement is unavailable, we will issue a refund for the affected product.
For an approved defect, shipping error or transit-damage claim, Japan Apparel will provide return instructions and cover reasonable return-shipping costs where a return is required.
Order Cancellations
Orders begin processing shortly after they are placed. If you need to request a cancellation, contact us immediately.
We will try to accommodate the request, but cancellation cannot be guaranteed once an order has entered processing, packing or shipment.
Custom and Production Orders
Large-volume, customised and made-to-order production is arranged individually.
Once specifications, quantities, pricing and production have been confirmed, custom or production orders cannot be cancelled, returned or exchanged except where the delivered products are defective or materially different from the agreed specifications.
Any additional terms applying to a custom order will be confirmed before production begins.
Refunds
Approved refunds are issued to the original payment method.
Original shipping charges, import duties, customs charges and taxes are non-refundable except where required by applicable law or where the return results from our error.
Processing times after a refund is issued depend on the customer’s bank or payment provider.
Applicable Consumer Rights
Nothing in this policy excludes or limits any consumer right that cannot legally be excluded or limited under applicable law.
Contact
For return, exchange, defect or cancellation enquiries: