Returns & Refunds
You can cancel the order and get a full refund if your product has not been shipped yet and you have not received the shipment confirmation. In such cases, please notify us as soon as possible.
If the product has already been shipped, your order cannot be cancelled, but you can return your items. Unfortunately, your original shipping cost (if applicable) cannot be refunded unless the return was caused by our error. Please check Return or Refund section below.
Personalized, customized or order-made items cannot be cancelled regardless of whether it’s been shipped or not. The following list shows some examples of personalized, customized and order-made items.
Items not eligible for cancellation:
Real Japanese Gardens accepts returns within 30 days after we shipped the products. The day count will start in our system once we received the delivery receipt from the carrier. If 30 days have passed, we cannot offer you any refund or exchange.
To be eligible for a return, your items must be unused and in the same condition that you receive them. They must also be in the original packaging. The followings are examples of items that cannot be returned.
Items not eligible for return:
To return an item, please contact us through our web form or send us an email to email@example.com. Your returned item cannot be refunded unless you inform us beforehand. Please also do not send your product back to the manufacturer.
Shipping costs incurred to return and redeliver items will be covered by us if they are defective or wrong. However, if you just don’t like the items or want to return them due to your circumstances, you will have to cover those costs.
If you ship an item over 10,000 yen for return, we recommend that you use a trackable shipping service or purchase shipping insurance. We cannot garantee that the item will arrive safely to us.
Real Japanese Gardens only replaces items if they are defective or damaged upon arrival or if they turn out defective within 7 days of arrival. Please be advised that this doesn’t include unavoidable abrasions in manufacturing process or delivery.
Arrival date will be recorded in our system when you sign for delivery. If you contact us after 7 days of arrival, we cannot verify if the items were damaged or defective upon delivery or they got in such condition due to the way you use them. For this reason, requests made after 7 days of arrival will be considered invalid.
If you wish to exchange it for the same item, contact us through our web form or send us an email to firstname.lastname@example.org with pictures that show the issue. Once we confirm the issue, we will offer you either refund or exchange as you wish. Please be noted that we may only be able to refund if by any chance the items are discontinued or pending.
Shipping costs that are charged to return and redeliver will be covered by us if products are defective or wrong.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned items. We will also notify you of the approval or rejection of your refund. If it is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. For example, if your original payment is done with credit/debit card, it will take up to 30 days. If you use PayPal, you will receive your refund within 3-5 working days.
Refund will be only applicable for products and shipping costs are non-refundable. Thus, you will have to bear all the costs for shipping, both initial delivery and return, so the former will be deducted from your refund. Also, we cannot refund any taxes, duties or other charges which you may have paid when placing your order.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.