Refund policy

  1. Faulty or Incorrect Items
    If you receive a faulty, damaged, or incorrect item, please contact us by email within 7 days of receiving your order. In your email, please include your order number, a description of the issue, and a photograph of the item. We will gladly offer an exchange or a refund for the item within 30 days, subject to availability. We will also cover reasonable return shipping costs in these cases. Please note that we are not responsible for damage resulting from normal wear and tear or failure to follow care instructions.

  2. Order Cancellations and Returns
    Since Ninja John products are made to order, we do not accept cancellations or returns except for faulty, damaged, or incorrect items. As each item is produced specifically after your order is placed, we are unable to make changes or cancellations once the order has been submitted.

  3. Incorrect Shipping Address
    If the shipping address you provide is deemed insufficient by the carrier and the shipment is returned to us (or our partner), you will be responsible for all reshipment costs once we confirm your corrected address.

  4. Unclaimed Shipments
    If a shipment is unclaimed and returned to us, you will be responsible for any reshipment charges. If you choose not to have the order reshipped, items returned due to an incorrect address or being unclaimed will be donated to charity at your expense, and no refund will be issued.

  5. Shipping Delays
    Our estimated shipping times are not guarantees. If your expected delivery date has passed:
    1. Please allow a little more time, as delays can occur due to reasons beyond our control.
    2. Contact the carrier directly using the tracking number provided in your shipping confirmation email for updates. Once an order has been dispatched, we have no further visibility.
    3. If you still haven't received an update, please email us a problem report within 14 days of the estimated delivery date.

  6. Lost Packages
    Please submit all claims for lost packages within 14 days of the estimated delivery date. We may ask you to confirm your shipping address. If tracking information shows "delivered" but you have not received your package, please contact the carrier directly. We do not provide replacements at our expense in such cases. Please also check for alternative delivery locations (e.g., under a porch table).

  7. Returning Items
    When returning any items, please obtain proof of postage from your post office. We cannot accept responsibility until the package physically arrives at our (or our partner’s) premises.

  8. Personalized Items
    We reserve the right to refuse any personalized order at our discretion. Misuse of the personalization service (e.g., inappropriate content) will result in order cancellation and a full refund.

  9. Sale Items and Gift Cards
    Sale items and gift cards are final sale and cannot be returned or refunded.

  10. How to Initiate a Return
    To request a return, please email support@johnjapan.com. We will provide you with the designated return address and further instructions. Packages sent without prior authorization will not be accepted.

  11. Exchanges
    If you wish to exchange an item, please return your original purchase for a refund and then place a new order for the desired item.

  12. EU Consumer Rights Directive
    Please note that under Articles 16(c) and 16(e) of Directive 2011/83/EU, the following goods are exempt from the right of withdrawal:
    1. Goods made to the consumer’s specifications or clearly personalized.
    2. Sealed goods that have been unsealed after delivery for hygiene reasons. We reserve the right to refuse returns for these items at our discretion.

  13. Refunds
    Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, refunds will be processed to your original payment method within 30 business days. Please allow additional processing time for your bank or card issuer. Refunds will be issued in the same currency as the original purchase.   

Refund Guidelines:

    1. Only the item cost is refundable; shipping and handling charges are non-refundable.
    2. Refunds will be processed using the same payment method and currency as the original transaction.
    3. If currency conversion is necessary, the current exchange rate will be applied, and any conversion fees are your responsibility.
    4. Manual currency conversion rates will also follow the current market rate.

Currency Risk:
As exchange rates fluctuate, the refunded amount may differ from the original amount you paid. Any gain or loss resulting from currency conversion is the responsibility of the customer.