Refund policy

The short version

30 days. We pay the return shipping. Full refund.

You may return any item for any reason within 30 days of delivery. You do not need to explain why.

How to return an item

  1. Email support@keptjapan.com within 30 days of delivery with your order number.
  2. We reply within 1 business day with a return address and instructions.
  3. Pack the item as it arrived and ship it back.
  4. We cover the return shipping cost. Either we send you a prepaid label, or you ship it and we reimburse the cost against the receipt — we will tell you which applies to your country.
  5. Once the item arrives and is checked, we refund in full to your original payment method, normally within 3 business days of receipt.

The refund includes the original outgoing shipping you paid.

Condition of returned items

The item must come back in the condition it was sent. That is the only requirement.

Pre-owned goods are sold as described, with wear shown in the photographs — returning an item with the wear it was described as having is entirely fine, and is not a reason for us to reduce a refund. What we cannot accept is an item that has been damaged, altered, serviced, resized, or had parts swapped after delivery.

If a returned item arrives in a materially different condition from how it was sent, we will email you with photographs before doing anything, and you can choose between a partial refund or having the item sent back to you at our cost.

If the item was not as described

If an item does not match its listing — wrong item, undisclosed fault, missing accessory that was listed — tell us and we will treat it as our error:

  • Full refund including all shipping, or a partial refund if you would rather keep the item
  • We arrange and pay for the return
  • We do not ask you to prove it beyond a photograph

We would always rather refund you directly than have you open a dispute with your bank. Email us first; we answer every message.

Import duties on returns

If you paid import duty or VAT on delivery, most countries allow you to reclaim it from your customs authority once the goods are exported back. We provide any paperwork you need for that claim. We cannot refund duties charged by your government, because they were not paid to us.

What we cannot take back

  • Items returned more than 30 days after delivery
  • Items damaged, modified or serviced after delivery (see above — we will always contact you first)

There are no other exclusions. We do not have a restocking fee.

Cancellations

You can cancel any order for a full refund at any time before it is dispatched — email us. Because we dispatch within 7 business days, there is usually a window. Once tracking is issued, use the return process above instead.

Questions about a specific order: support@keptjapan.com — replies within 1 business day (Mon–Fri, JST / UTC+9).