Frequently asked questions - refunds and returns

If you have questions about refunding or returning an item, please browse the list below of our frequently asked questions for refunds and returns, click on the section that your question relates to find out more.

Can I return items from my order?

Yes, it is possible to return unwanted items within 14 days of receipt of the order. Products eligible for returns need to be unopened and undamaged. Make sure to include your order number with the return and obtain proof of postage from you courier of choice. Once received, we will issue a refund for the returned item via the original payment method.

What is Japan Centre's return address?

We are happy to accept returns if you change your mind about your purchase. Please return the unused and unopened product or products in question together with the delivery note as a proof of purchase within 14 days for a refund to:

Japan Centre Group Ltd

Online Department

Unit B, Premier Park, Premier Park Road

London NW10 7NZ

Customers should expect a refund within one week upon receipt of the return.

Who pays the return shipping cost?

The return shipping cost for unwanted items will have to be covered by the customer, unless the item is damaged, or was sent in error. If an order was placed with a promotional discount on postage, this may affect your refund amount if your total spend is no longer above the delivery offer requirements.

What are the refund exceptions for purchases?

Any items which have been opened or unsealed, perishable items including frozen, chilled, bakery or vegetable items. This policy does not affect your statutory rights.

Is there a deadline for returning items?

Yes, please return any unwanted items within 14 days of receipt of your order.

Can I exchange items?

We’re sorry but our items are not exchangeable. However, we’re happy to issue a refund for any unwanted returned items.

I have posted my return, what happens next?

Once your return arrives with us, we will check the condition of the returned item(s) and issue a refund via the original payment method. We will send you a mail confirming this.

I have received a faulty electrical item, what shall I do?

Please contact our customer service team for arranging a free of charge return and a full refund for the item in question.

I have received a damaged item, do I need to return this?

Please contact our customer service team with a picture of the damaged item. We will then arrange for a resend or a refund of the affected item. It is usually not necessary to return damaged items.

I'm missing an item from my order, what do I do?

We're really sorry there's an item missing from your order. Before contacting our customer service team, we recommend checking the parcel thoroughly as we use wrapping material, false bottoms and sometimes product boxes to protect items during transit. For any missing items, please contact our customer service team for arranging a refund or replacement.