Refund policy

Return and Refund Policy

We offer returns and refunds under the conditions specified below. Please review carefully before ordering.

Customer-Initiated Returns

Returns are accepted only if all conditions are met, with notification to info@hdtoysjapan.com within 7 days of delivery:

  • Unopened and unused (box sealed, item not removed from packaging)
  • Original box, accessories, tags, and invoice all intact
  • In re-sellable condition with no damage from buyer handling, display, or environmental exposure

Buyer bears:

  • Return shipping costs (tracked international shipping; tracking number required)
  • Any applicable return-side duties or fees
  • Refund processing fees charged by the payment provider (if applicable)
  • Original outbound shipping costs (non-refundable)

Refunds are issued after deducting round-trip shipping from the item price, once the returned item arrives at our Tokyo location and passes condition inspection.

Non-Returnable Items

Returns are not accepted for:

  • Opened or used items (box opened, seal broken, item removed from packaging)
  • Wear, aging, or minor scratches consistent with pre-owned condition and noted/photographed in the listing
  • Sale, clearance, or discounted items
  • Trading cards (to prevent tampering and grade manipulation)
  • Customized or made-to-order items
  • Contact received more than 7 days after delivery

Defective or Incorrectly Shipped Items

For defective, damaged-on-arrival, or wrong items, contact info@hdtoysjapan.com within 48 hours of delivery with:

  • Your order number
  • Clear photographs showing the item, its packaging, and any damage
  • A concise 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 verified defect/wrong-item cases via pre-paid label or shipping cost reimbursement.

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 and bank)

Lost or Damaged in Transit

For packages lost or damaged in transit, see our Shipping Policy for carrier claim procedures. Insurance claims are handled in coordination with the carrier and are separate from the return process.

Payment Method Restrictions

Refunds are always issued to the original payment method. We do not issue refunds in alternative forms (cash, store credit, or different cards) unless the original method is no longer valid, in which case we will coordinate an alternative with the buyer.

Contact

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