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Refund policy

Thank you for shopping with Fuli Japan. Please read our policy carefully.

Our General Return Policy (Shipments Outside the European Union)

We generally accept returns or exchanges only under the following circumstances:

  • The item arrived defective or damaged.
  • You received an incorrect item (different from what you ordered).

We do not accept returns or exchanges for customer convenience reasons (e.g., change of mind, dislike of product, wrong size ordered).

Once an order is placed, it is automatically integrated with our shipping system and immediately enters the shipment preparation process. For this reason, we are unable to accept any changes or cancellations after an order has been placed, even if you contact us individually. Please carefully review your shipping address and order details before completing your purchase.

How to Request a Return or Exchange (for Defective, Damaged, or Incorrect Items)

  • You must notify us by email at info@fulijapan.com within 7 days of the delivery date.
  • Please include your order number, a description of the issue, and photographic evidence (if possible) of the defect, damage, or incorrect item.
  • We will review your request and provide instructions on how to return the item if applicable. Items sent back to us without first requesting a return will not be accepted.
  • Returned items must be in the condition you received them (unless the issue is damage), preferably with original tags and packaging. Proof of purchase is required.

Non-Returnable Items

Regardless of the reason, the following items cannot be returned:

  • Custom products (such as special orders or personalized items).
  • Sale items.
  • Gift cards.

Please contact us at info@fulijapan.com if you have questions about a specific item.

Refunds (If Applicable)

  • We will notify you of the approval status once we receive and inspect your return for a defective, damaged, or incorrect item.
  • If approved, you'll be automatically refunded to your original payment method within 10 business days.
  • Please note: It can take additional time for your bank or credit card company to process and post the refund. Please contact us if more than 15 business days have passed since we approved your return.

Exchanges (If Applicable)

  • If you received a defective, damaged, or incorrect item, we might offer an exchange for the same item, subject to availability. Please indicate in your return request if you prefer an exchange.
  • If you need a different item entirely (not due to our error), and the item is eligible for return under our policy (i.e., defective/damaged/wrong), the standard process is to return the original item for a refund and place a separate new order.

European Union (EU) 14-Day Cooling-Off Period

  • Notwithstanding our general policy above, if your merchandise is shipped to an address within the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification.
  • To exercise this right, the item must be in the same condition you received: unworn or unused, with tags, and in its original packaging. Proof of purchase is required.
  • This cooling-off period does not apply to the non-returnable items listed above (custom products, sealed goods opened after delivery if unsuitable for return due to health/hygiene, etc.).
  • Please contact us at info@fulijapan.com to initiate an EU return.

Shipping and Delivery Issues

  • Non-Delivery: You may request a replacement or refund if your order was not delivered due to an error on our part or confirmed loss by the shipping carrier (provided tracking does not show ""delivered"").
  • Tracking Shows ""Delivered"": If the shipping carrier's tracking information indicates your order was successfully ""delivered,"" we must consider it delivered. We cannot offer redelivery, refunds, or compensation in cases where tracking shows ""delivered,"" even if you report non-receipt. We recommend checking with neighbors or your building's reception if applicable.
  • Delivery Delays: Delays caused by shipping congestion, customs, weather, or other factors beyond our direct control do not qualify as grounds for return or compensation.

Contact Us

For any questions regarding returns or refunds, please contact us at info@fulijapan.com.

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Last Updated: April 1, 2025