Refund policy

Last updated: September 7, 2026

1. PREAMBLE

This policy sets out the conditions under which JapanPopMart accepts returns and issues refunds for products purchased through our website.
All products are shipped from Japan and may be subject to the regulations applicable in the destination country.
This policy applies subject to any mandatory consumer rights provided under the applicable laws of the customer’s country of residence.

2. RETURN REQUESTS AND RIGHT OF WITHDRAWAL

You may request the return of an item within 30 days of receiving it.
To request a return, you must contact us by email at japanpopmart@gmail.com or use the contact form available on our website before returning the product.
Where applicable law provides a statutory right of withdrawal, that right may be exercised in accordance with the conditions and time limits established by such law.

3. RETURN CONDITIONS

To be eligible for a return, items must meet the following conditions:
- Items must be in the same condition as when received, unused and not damaged by the customer.
- The original packaging, protective materials, labels, and any accessories originally supplied must be included.
- Items must not have been modified or altered after receipt.
For individual trading cards, the card shown in the photographs on the product page is the actual card shipped to the customer. Its condition upon return must therefore correspond to the condition in which it was received.
Unless the return is due to an error attributable to JapanPopMart or otherwise required by applicable law, return shipping costs are the responsibility of the customer.
A 10% restocking fee may be applied to voluntary returns where permitted by applicable law.
Items expressly identified as “final sale” are not eligible for voluntary returns, subject to any applicable statutory consumer rights.

4. DAMAGED, INCORRECT, OR NON-CONFORMING PRODUCTS

Please inspect your order upon receipt.
If you receive a damaged or incorrect product, or a product that does not correspond to your order, please contact JapanPopMart as soon as possible. Please provide your order number and, where possible, photographs showing the issue.
JapanPopMart will review the situation and provide an appropriate solution based on the circumstances and the customer’s applicable rights.

5. REFUNDS

Once the returned product has been received and inspected, JapanPopMart will notify you by email whether your refund request has been approved or declined.
If approved, the refund will be issued to the original payment method used for the order within 14 days.
The time required for the refund to appear in your account may then depend on your bank or payment provider.

6. SHIPPING COSTS

Unless the return is due to an error attributable to JapanPopMart or otherwise required by applicable law, the original shipping costs are non-refundable in the case of a voluntary return.
Any additional costs resulting from an incorrect or incomplete address provided by the customer, refusal of delivery, failure to pay import duties or taxes, or failure to cooperate with customs clearance procedures may be deducted from the refund when such costs are actually charged to JapanPopMart and where permitted by applicable law.

7. TAXES, CUSTOMS DUTIES, AND IMPORT FEES

International customers may be subject to customs duties, import taxes, customs clearance fees, or other charges imposed in the destination country.
Unless expressly stated otherwise at checkout, these charges are not included in the price of the products or in the shipping fees paid to JapanPopMart and remain the responsibility of the recipient.
JapanPopMart does not control the amount of these charges. We recommend that customers check the customs and tax regulations applicable in their country before placing an order.
Customs duties, import taxes, and customs clearance fees paid directly by the recipient to a government authority, carrier, or customs clearance provider are not refundable by JapanPopMart in the event of a return, except where required by applicable law.

8. EXCLUSIONS

Certain items may be excluded from voluntary returns, including:
- Products used after receipt.
- Products damaged or altered by the customer.
- Products whose protective materials or components necessary for their preservation have been removed or damaged.
- Items expressly identified as “final sale.”
These exclusions apply subject to any statutory rights available to the consumer.

9. CHANGES TO THIS POLICY AND CONTACT INFORMATION

JapanPopMart reserves the right to amend this policy to reflect, among other things, changes in regulations, customs requirements, logistics, or commercial practices.
Any changes will be published on this page together with the updated revision date.
The version applicable to an order is the version in effect at the time the order is placed, subject to any applicable mandatory legal provisions.
For any questions or requests regarding a return or refund, please contact:

JapanPopMart
Email: japanpopmart@gmail.com

10. SHIPMENTS TO THE UNITED STATES – CUSTOMS DUTIES, DELIVERY, AND RETURNS

Due to the regulations applicable to the importation of goods into the United States, customs duties, import taxes, customs clearance fees, or other charges may apply to orders shipped from Japan, regardless of the value of the order.

10.1 Shipping Fees and Customs Duties

The shipping fees paid when placing an order with JapanPopMart cover only the shipping service offered at checkout.
They do not include U.S. customs duties, import taxes, customs clearance fees, collection fees, or other charges that may be imposed when goods are imported into the United States.
These charges are determined by U.S. customs authorities and/or the organizations responsible for customs clearance and remain the responsibility of the recipient.
JapanPopMart does not determine these charges and cannot guarantee in advance the amount, if any, that may be charged to the recipient.

10.2 Recipient’s Responsibilities

The recipient is responsible for:
- Paying any customs duties, import taxes, and other charges that may be imposed.
- Providing any additional information or documentation required for customs clearance.
- Responding to any requests from the carrier, its customs clearance partner, or U.S. customs authorities.

Refusal or failure to pay customs duties, taxes, or import-related charges does not constitute cancellation of the order and does not automatically entitle the customer to a refund.

10.3 Customs Declaration

JapanPopMart declares shipped merchandise in accordance with the requirements applicable to international shipping and customs clearance.
The description, quantity, and value of the merchandise stated on customs documentation must correspond to the actual contents of the shipment.
JapanPopMart cannot, at a customer’s request, declare a commercial order as a “gift” or “document,” nor can JapanPopMart intentionally declare an artificially reduced value for the purpose of avoiding or reducing customs duties, taxes, or other import charges.

10.4 Customs Delays and Inspections

Delivery times displayed when placing an order are estimates.
Customs inspections, requests for additional information, customs clearance procedures, or other formalities imposed by U.S. authorities may extend the delivery time.
A shipment delayed by customs is not considered lost solely because of such a delay, and a customs-related delay does not automatically constitute grounds for a refund.
In the event of an issue, JapanPopMart will assist the customer with shipment tracking and, where necessary, with inquiries made to the carrier.

10.5 Refusal of Delivery, Failure to Cooperate, or Failure to Pay Import Charges

If the recipient refuses delivery, refuses or fails to pay required duties, taxes, or charges, or fails to provide information necessary for customs clearance, the shipment may be unable to be delivered.
Depending on the circumstances and the procedures of the carrier or relevant authorities, the shipment may be returned to JapanPopMart, held, abandoned, or destroyed.
If the shipment is returned to JapanPopMart, no refund will be issued until the shipment has been received and inspected by JapanPopMart.
If the merchandise is recovered in its original condition, the price of the items may be refunded. The original shipping costs, as well as any return shipping, customs clearance, handling, or other charges actually incurred by JapanPopMart as a result of the recipient’s refusal, non-payment, or failure to cooperate, may be deducted from the refund to the extent permitted by applicable law.
If the shipment is abandoned or destroyed as a result of the recipient’s refusal, non-payment, or failure to cooperate, no automatic refund can be guaranteed. The matter will be reviewed based on the circumstances, any amounts that may be recovered from the carrier, and any mandatory rights applicable to the customer.

10.6 Duties, Taxes, and Fees Already Paid

Customs duties, import taxes, customs clearance fees, collection fees, or other amounts paid directly by the recipient to U.S. authorities, the carrier, or a customs clearance provider are not collected by JapanPopMart and therefore cannot be refunded by JapanPopMart.
This provision applies subject to any mandatory consumer rights provided under applicable law.

10.7 Loss or Damage During Transit

Orders shipped to the United States are currently sent with a tracking number.
If a shipment appears to have been lost or damaged during transit, JapanPopMart will take the necessary steps with the carrier.
A shipment that is still in transit, undergoing customs clearance or inspection, or subject to a carrier investigation is not automatically considered permanently lost.
Any refund or compensation will be handled according to the circumstances, the outcome of the carrier’s investigation, and the customer’s applicable rights.

10.8 Assistance from JapanPopMart

JapanPopMart will provide the customer with available tracking information and, where possible, assist with shipping or customs clearance issues.
Any request received from the carrier or relevant authorities requiring action by the recipient will be communicated to the customer as soon as reasonably possible.
JapanPopMart shall not be held responsible for delays, returns, or failed deliveries resulting from the recipient’s failure to pay applicable duties or taxes, failure to respond to requests, or failure to comply with required import formalities, except where the issue results from an error attributable to JapanPopMart.