Refund policy

At Japan Hub, we carefully select products designed to combine quality, functionality and innovative Asian and European design. We want you to be satisfied with your purchase. This Returns and Refunds Policy explains your rights and the process for requesting a return, replacement or refund.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Your Right to Cancel

For most products purchased online, you have the right to change your mind and cancel your order without providing a reason.

You must inform us that you wish to cancel your order within 14 days of the date on which you, or a person nominated by you, receives the product.

After notifying us of your decision to cancel, you must return the product within a further 14 days.

To exercise your right to cancel, contact us using one of the following:

Email: support@japanhubofficial.com
WhatsApp: +44 7520 650 739

Please include:

Your full name;
Your order number;
The product you wish to return;
The reason for contacting us, where applicable.

You do not have to provide a reason when exercising your legal right to cancel.

2. Return Conditions

To receive a full refund for a change-of-mind return, the product should be returned:

In its original condition;
With all accessories, manuals, components and promotional items included;
In its original packaging, where reasonably possible;
Without damage caused by misuse, improper handling or neglect.

You may inspect a product in the same way that you reasonably would in a physical shop. However, we may make a reasonable deduction from your refund if the product has been used or handled beyond what is necessary to establish its nature, characteristics and functionality.

The customer is responsible for ensuring that the returned parcel is securely packaged.

3. How to Return a Product

Before sending a return, please contact our customer support team so that we can provide the correct return instructions and confirm the information that must be included with your parcel.

Unless otherwise instructed, approved returns should be sent to:

Japan Hub
Unit 14, Sakura Industrial Park
Birmingham, West Midlands
A32 8AA
United Kingdom

Please do not send products to us without first contacting our support team. This may cause delays in identifying and processing your return.

We strongly recommend using a tracked postal service and keeping your proof of postage until your refund has been completed. Japan Hub cannot be responsible for a returned parcel that is lost before reaching our return address.

4. Return Shipping Costs

Change-of-mind returns

Where you are returning a product because you have changed your mind, ordered the wrong item or no longer want the product, you will normally be responsible for the return shipping costs.

Original express, priority or premium delivery charges are not refundable beyond the cost of our least expensive standard delivery option.

Faulty, damaged or incorrect products

If a product is faulty, damaged on arrival, materially different from its description or if we sent you the wrong product, Japan Hub will cover the reasonable cost of returning it.

Please contact us before returning the product. We may provide a prepaid return label, arrange collection or reimburse reasonable return postage costs, depending on the circumstances.

Do not send a faulty or incorrect product using an expensive delivery service without our prior approval.

5. Damaged, Faulty or Incorrect Orders

Please inspect your order as soon as it arrives.

If your product arrives damaged, defective, incomplete or incorrect, contact us as soon as reasonably possible at support@japanhubofficial.com.

To help us resolve the issue, please provide:

Your order number;
A clear description of the issue;
Photographs or a short video showing the product, packaging and any damage;
A photograph of the shipping label, where relevant.

We may offer an appropriate remedy, including:

A replacement;
A repair, where appropriate;
A full or partial refund;
Another remedy available under UK consumer law.

We may ask you to return the product before issuing a replacement or refund. Reporting an issue later does not remove any statutory rights you may have.

Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for their intended purpose and as described.

6. Products That Cannot Normally Be Returned

The legal right to cancel may not apply to certain products, including:

Products made to your specifications or clearly personalised;
Products that are liable to deteriorate or expire rapidly;
Sealed products that are not suitable for return for health protection or hygiene reasons once unsealed;
Sealed audio, video or computer software products once unsealed;
Digital content supplied immediately after the customer has expressly agreed to begin the supply and acknowledged the loss of the cancellation right;
Products that have been inseparably mixed with other items after delivery.

These exclusions do not apply where a product is faulty, damaged, incorrectly supplied or not as described.

7. Personal-Care and Hygiene Products

For health and hygiene reasons, personal-care, beauty, cosmetic, grooming, oral-care and similar products cannot normally be returned after their hygiene seal or protective packaging has been opened.

An unopened and unused product may still be returned within the applicable cancellation period.

Faulty, damaged, incorrect or misdescribed products remain covered by your statutory rights.

8. Refunds

Once we receive and inspect your return, we will notify you regarding the outcome of your refund request.

Where a refund is approved, it will be issued to the original payment method. We will process the refund without undue delay and no later than 14 days after receiving the returned product or receiving satisfactory evidence that you have sent it back, where applicable.

For eligible change-of-mind cancellations, the refund will include:

The amount paid for the returned product; and
The original delivery cost, limited to the cost of our least expensive standard delivery method.

Any additional amount paid for express, premium or priority delivery is not refundable unless the order was faulty, incorrect or otherwise affected by an issue for which Japan Hub is responsible.

After we issue a refund, your bank, card provider or payment service may require additional time to display the funds in your account. This processing time is controlled by the payment provider and is outside Japan Hub’s control.

9. Partial Refunds and Deductions

A partial refund or reasonable deduction may apply where:

The product has been handled more than necessary to inspect it;
Parts, accessories, manuals or promotional items are missing;
The product has been damaged after delivery by improper use or handling;
The product has been returned in a condition that reduces its value.

We will explain any proposed deduction and the reason for it.

We will not make deductions for damage, faults or problems that existed when the product was delivered.

10. Exchanges

We do not guarantee direct exchanges for every product.

Where an exchange is available, please contact our support team for instructions. Depending on stock availability and the nature of the request, we may:

Send a replacement;
Ask you to return the original product;
Issue a refund so that you can place a new order.

Replacement products are subject to availability.

11. Order Cancellations Before Dispatch

We will make reasonable efforts to stop the order before dispatch, but we cannot guarantee cancellation once processing or shipping has begun.

If the order has already been dispatched, you may need to receive it and follow the standard return procedure.

12. Refused and Unclaimed Deliveries

If a parcel is refused, not collected, or returned because the customer provided an incomplete or incorrect address, we will contact the customer after the parcel is returned to us.

Where legally permitted, reasonable costs incurred for the failed delivery or return may be deducted from the refund. No deduction will be made where the failed delivery was caused by Japan Hub or its delivery provider.

Refusing delivery does not replace the requirement to clearly notify us that you wish to cancel your order.

13. Late or Missing Refunds

If you have received confirmation that your refund was processed but the funds are not visible:

Check the original payment account;
Contact your card issuer, bank or payment provider;
Allow for the provider’s normal processing period.

If the refund is still missing after your payment provider’s stated processing period, contact us at support@japanhubofficial.com.

14. Sale and Promotional Products

Products purchased during a sale, discount or promotional campaign have the same statutory rights as products purchased at their regular price.

Where a promotion requires multiple products to be purchased together, returning only part of the order may result in the refund being recalculated based on the remaining products and the terms of the promotion.

This recalculation will not reduce your statutory rights.

15. Gifts

Where an order was marked and purchased as a gift, any refund will normally be issued to the original payment method used by the purchaser.

We may offer store credit to the gift recipient where appropriate, but this is not guaranteed.

16. Chargebacks and Payment Disputes

We encourage customers to contact us before opening a chargeback or payment dispute so that we have an opportunity to investigate and resolve the issue promptly.

Opening a payment dispute does not affect your statutory consumer rights. However, while an active dispute is being reviewed by the payment provider, we may be unable to issue a separate refund for the same transaction.

17. Contact Us

For questions, cancellation requests, returns or refund assistance, contact:

Japan Hub Customer Support