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

The following are not eligible for change-of-mind returns. (Items that are not as described, defective, or lost in transit are covered separately below.)

  • 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.

Item Not As Described (As-Described Guarantee)

Separately from the change-of-mind returns above, we guarantee that every item arrives substantially as described and photographed in its listing. If a delivered item is materially different from its listing — for example a wrong item or variant, an undisclosed significant defect or damage, or condition materially worse than stated — you are covered, even if the item has been opened (a discrepancy often cannot be verified without opening it).

This guarantee does not cover normal pre-owned characteristics: wear, aging, or minor scratches that were noted or photographed in the listing are considered as-described. It is also separate from change-of-mind returns, which follow the unopened conditions above.

To make a claim, contact info@hdtoysjapan.com within 7 days of delivery with your order number and clear photographs showing the discrepancy against the listing. Upon verification:

  • Equivalent replacement when an equivalent item is available, otherwise a refund to the original payment method.
  • If we ask you to return the item for a verified not-as-described claim, we cover the return shipping.
  • For trading cards, where physical returns are restricted to prevent tampering and grade manipulation, verified not-as-described claims are resolved from photographic evidence with a replacement or refund — so trading-card buyers are protected as well.

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

Packages lost or damaged in transit are covered by our Lost-in-Transit Protection — see the Shipping Policy for the objective loss criteria and claim procedure. These claims are handled separately from the change-of-mind return process above.

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.