Return Policy

Return & Refund Policy

We want you to be happy with your purchase. This page summarizes our return practices. For the complete legal version, see Shopify Refund Policy.

Return Window

Returns are accepted within 7 days of delivery under the conditions below. Defect and wrong-item claims must be reported within 48 hours of delivery.

Order Changes & Cancellations

Order processing begins within hours of payment. Changes or cancellations are not guaranteed once an order is placed. If you need to make a change, please contact us immediately at info@hdtoysjapan.com. We will do our best to help but cannot promise accommodation if shipping has already been initiated.

Eligible Returns

Returns are accepted if all of the following are true:

  • Notified within 7 days of delivery
  • Item is unopened, unused, and in re-sellable condition
  • Original box, accessories, tags, and invoice are all intact
  • No damage from buyer handling, display, or environmental exposure

Not Eligible for Return

  • Change of mind or buyer's remorse where the item matches the listing
  • Minor wear consistent with pre-owned condition as described and shown in listing photos
  • Opened or used items (box opened, seal broken, item removed from packaging)
  • Trading cards (to prevent tampering and grade manipulation)
  • Sale, clearance, or discounted items
  • Customized or made-to-order items
  • Contact received after 7 days from delivery

Defective or Incorrectly Shipped Items

For items that are defective, damaged, or different from what was ordered, contact us at info@hdtoysjapan.com within 48 hours of delivery with:

  • Your order number
  • Clear photos of the item and packaging, including any damage
  • A short description of the issue

Upon verification:

  • Equivalent replacement is the default remedy, when an equivalent item is available in our inventory.
  • Refund is issued to the original payment method if replacement is not possible.
  • We cover return shipping for defect/wrong-item cases via a pre-paid label or shipping cost reimbursement.

Shipping & Fees for Customer-Initiated Returns

For returns initiated by the buyer (not due to defect), the buyer bears:

  • Return shipping costs (tracked, international; the buyer must provide tracking)
  • Original outbound shipping costs (non-refundable)
  • Any refund processing fees charged by the payment provider

Refunds are issued after the returned item arrives at our Tokyo location and passes condition inspection.

Refund Timeline

  • Inspection: within 3 business days of package arrival at our Tokyo location
  • Refund issuance: same day as inspection completion, to the original payment method
  • Card issuer posting: typically 3-10 business days after issuance (varies by issuer)

Lost / Damaged in Transit

See our Shipping Policy for the carrier claim procedure. Insurance claims for lost or damaged packages are handled separately from returns.

Contact

All return and refund requests: info@hdtoysjapan.com with your order number in the subject line.