Returns & Refunds Policy

At WowNippon, we take pride in delivering high-quality Japanese products to customers worldwide. Your satisfaction is important to us, and we do our best to ensure that every order is packed carefully and shipped safely from Japan.

 

Please read this Returns & Refunds Policy carefully before placing an order. By purchasing from WowNippon, you agree to the conditions below.

 

1. General Return Policy

 

If you are not satisfied with your purchase, you may request a return or refund under the conditions set out in this policy.

 

To be eligible for a return, the item must meet all of the following conditions:

• The item must be unused, unopened, and in its original condition.
• The item must be returned in its original packaging, including all labels, accessories, manuals, and any included items.
• The return request must be submitted within 7 days of receiving your order, unless a longer statutory period applies under applicable law.
• The returned package must be shipped back within 60 days from the purchase date.
• The return must be approved by our customer service team before you send the item back.

 

Please contact us before returning any item. Returns sent without prior approval may not be accepted.

 

Original shipping fees are non-refundable unless the return is due to our error, such as an incorrect item, damaged item, or defective item.

 

If your return is approved and the returned item meets the required conditions, we will issue a refund to your original payment method after we receive and inspect the returned item.

 

Refunds are usually processed within 3 business days after the returned item has been inspected. Depending on your payment provider, it may take up to 2 weeks for the refund to appear in your account.

 

2. EU Right of Withdrawal

 

If you are a consumer located in the European Union, you may have the statutory right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period is generally 14 days from the day on which you, or a third party indicated by you other than the carrier, receives the goods. If your order is delivered in multiple parcels, the withdrawal period generally begins from the day on which you, or a third party indicated by you other than the carrier, receives the last parcel.

 

To exercise your EU right of withdrawal, you can use our electronic withdrawal function here:

 

Withdraw from contract here

 

You may also contact us by email and clearly state your decision to withdraw from the contract.

 

After submitting a withdrawal request through our online withdrawal function, you will receive an acknowledgement of receipt by email.

 

Please note that submitting a withdrawal request does not automatically mean that a refund has been approved. Our customer service team will review your request and provide the next steps, including return instructions if applicable.

 

If the right of withdrawal applies, you must return the goods to us without undue delay and no later than 14 days from the day on which you informed us of your decision to withdraw from the contract.

 

If you exercise your statutory EU right of withdrawal within the 14-day cooling-off period for reasons other than product defects, damage, incorrect items, or other issues caused by us, you are responsible for the direct cost of returning the goods to Japan.

 

The return shipping cost, including any postage, packaging, tracking, customs-related return charges, or other costs required to send the parcel back to our return address in Japan, must be paid by you.

 

We strongly recommend using a trackable shipping method. We are not responsible for returned parcels that are lost, delayed, damaged, or refused due to unpaid postage, customs charges, or incomplete return documentation.

 

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

 

Certain products may be excluded from the right of withdrawal under applicable law. This may include, for example, perishable goods, sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, goods that are liable to deteriorate or expire rapidly, or other products that are exempt under applicable consumer protection rules.

 

This EU Right of Withdrawal section applies only where the statutory EU right of withdrawal is available to you.

 

3. Non-Returnable Items

 

Due to hygiene, safety, quality-control, and food safety reasons, certain items cannot be returned or exchanged unless they arrive damaged, defective, or incorrect.

 

Non-returnable items may include, but are not limited to:

• Food and beverages
• Snacks, sweets, chocolate, candy, gummies, noodles, seasonings, tea, coffee, and other grocery items
• Health products, supplements, dietary supplements, functional foods, vitamins, and similar products
• Beauty, skincare, cosmetics, sunscreen, makeup, bath products, and hygiene-related items
• Items that have been opened, unsealed, used, damaged, or altered after delivery
• Items that are no longer suitable for resale or return due to hygiene, health protection, safety, or quality-control reasons
• Perishable goods or products that may deteriorate or expire rapidly
• Clearance, final sale, limited-time, or specially marked non-returnable items

 

For food, beverages, supplements, cosmetics, skincare products, and hygiene-related items, we may be unable to accept returns if the product has been opened, unsealed, used, damaged, or is no longer suitable for resale or return for health protection, hygiene, safety, or quality-control reasons.

 

If you receive a damaged, defective, or incorrect item in any of these categories, please contact us immediately for assistance.

 

4. Damaged, Defective, or Incorrect Items

 

Please inspect your order as soon as it arrives.

 

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery with the following information:

• Your order number
• A description of the issue
• Clear photos of the item
• Clear photos of the outer shipping box
• Clear photos of the packaging materials
• A photo of the shipping label on the parcel

 

We may require photos or additional information to confirm the issue with the carrier, supplier, or warehouse.

 

If the issue is confirmed to be caused by us, we may offer a replacement, partial refund, full refund, store credit, or another appropriate solution depending on the situation.

 

Please do not dispose of the item, packaging, or shipping box until we have reviewed your case. We may be unable to process a claim if the item or packaging has been discarded before our review.

 

5. How to Return an Item

 

To request a return, please follow these steps:

1. Contact our Customer Service Team before sending anything back.
2. Provide your order number, email address, item name, and reason for the return.
3. Wait for our confirmation and return instructions.
4. Pack the item securely in its original packaging, including all accessories and included materials.
5. Ship the package using a trackable shipping method.
6. Send us the return tracking number after shipping the parcel.

 

Please note that it may take up to 4 weeks or longer for an international return package to reach Japan, depending on the country, carrier, customs processing, and local postal conditions.

 

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

 

6. Return Shipping Costs

 

Unless the return is due to our error, such as a damaged, defective, or incorrect item, the customer is responsible for all return shipping costs.

 

For international orders, the customer is responsible for the direct cost of returning the goods to Japan. This may include postage, packaging, tracking, customs-related return charges, and any other costs required to send the parcel back to our return address in Japan.

 

Original shipping fees are non-refundable unless otherwise required by applicable law or unless the return is caused by our error.

 

If we provide a prepaid return label, the cost of the return label may be deducted from your refund unless the return is due to our error.

 

We are not responsible for returned parcels that are lost, delayed, damaged, refused, returned to sender, or held by customs due to unpaid postage, customs charges, incorrect documentation, or incomplete return information.

 

7. Import Duties, Taxes, Customs Fees, and Refused Delivery

 

International orders may be subject to import duties, taxes, VAT, customs clearance fees, postal handling fees, brokerage fees, or other charges required by the destination country.

 

These charges are not included in the product price or shipping fee unless clearly stated at checkout. They are the responsibility of the customer.

 

We are not responsible for delays, additional charges, or delivery failure caused by customs procedures, import regulations, local postal services, or the customer’s failure to pay required import duties, taxes, or customs fees.

 

If a package is refused, unclaimed, returned to sender, or not delivered due to unpaid import duties, taxes, customs fees, incorrect address, incomplete address, recipient unavailability, or failure to complete customs procedures, the order may not be eligible for a full refund.

 

If the package is returned to us, we may deduct the original shipping cost, return shipping cost, customs-related charges, handling fees, and any non-recoverable costs from the refund amount, where permitted by applicable law.

 

If the package is not returned to us or is lost during the return process, we may be unable to issue a refund.

 

8. Incorrect or Incomplete Shipping Address

 

Customers are responsible for providing a complete and accurate shipping address at checkout.

 

We are not responsible for delivery failure, delay, return, or loss caused by an incorrect, incomplete, outdated, or undeliverable shipping address.

 

If a package is returned to us due to an incorrect or incomplete address, we may deduct the original shipping cost, return shipping cost, and any related fees from the refund amount.

 

If you notice an error in your shipping address after placing an order, please contact us as soon as possible. We will do our best to help, but we cannot guarantee that the address can be changed after the order has been processed or shipped.

 

9. Recipient Unavailability and Unclaimed Packages

 

Customers are responsible for receiving the package, tracking the shipment, responding to delivery notices, and collecting the package from the local carrier or post office when required.

 

If a package is returned to us because the recipient was unavailable, failed to collect the package, refused delivery, or did not respond to customs or carrier notices, the order may not be eligible for a full refund.

 

If the package is returned to us, we may deduct the original shipping cost, return shipping cost, customs-related charges, handling fees, and any non-recoverable costs from the refund amount, where permitted by applicable law.

 

10. Melted, Heat-Damaged, or Weather-Affected Products

 

Some products, such as chocolate, candy, gummies, snacks, cosmetics, skincare products, and other temperature-sensitive items, may be affected by heat, cold, humidity, or weather conditions during international shipping.

 

We pack orders carefully, but we cannot control the temperature, weather, customs inspection time, or carrier storage conditions during transit.

 

Unless the product is otherwise defective or damaged due to our error, we generally cannot accept returns or provide refunds for melting, softening, deformation, blooming, cosmetic changes, or other heat- or weather-related changes that occur during transit.

 

Customers are responsible for considering seasonal temperature and local weather conditions before placing an order for temperature-sensitive items.

 

11. Order Cancellation Before Shipment

 

If you wish to cancel an order, please contact us as soon as possible.

 

If your order has not yet been processed or shipped, we may be able to cancel it and issue a refund.

 

If your order has already been processed, packed, handed over to the carrier, or shipped, we may be unable to cancel it. In that case, the order will be handled according to this Returns & Refunds Policy.

 

12. Refund Method and Processing Time

 

Approved refunds will be issued to the original payment method used at checkout.

 

Once we process the refund, it may take up to 2 weeks for the amount to appear in your account, depending on your bank, credit card company, payment provider, or local financial institution.

 

We are not responsible for delays caused by banks, card issuers, payment providers, or currency conversion processing.

 

If your refund is approved but you have not received it after a reasonable period, please contact your payment provider first. If you still need assistance, please contact us.

 

13. Exchanges

 

We may offer exchanges only when the item is damaged, defective, incorrect, or otherwise approved by our customer service team.

 

Because we ship internationally from Japan and many products are limited, seasonal, or subject to stock availability, we cannot guarantee that an exchange item will be available.

 

If an exchange is not possible, we may offer a refund, partial refund, store credit, or another appropriate solution.

 

14. Gifts and Promotional Items

 

If your order included a free gift, promotional item, bundle discount, or special offer, the value of the gift or promotion may be deducted from your refund if the returned items no longer meet the conditions of the promotion.

 

Free gifts and promotional items must also be returned in unused, unopened, and original condition if required as part of the return approval.

 

15. Contact Us

 

If you have any questions about returns, refunds, exchanges, or the EU right of withdrawal, please contact our Customer Service Team.

 

Please include your order number and the email address used for your order so that we can assist you more quickly.

 

Thank you for shopping with WowNippon. We appreciate your trust and support.

 

Last updated: June 18, 2026