Refunds and returns

Refunds and returns

Cancel or Amend Your Order

It is possible to cancel or make changes to your order before it is dispatched.
- To cancel your order, please contact us and we will cancel the order for you immediately.
- To removed items please contact us and let us know the changes you require. We are unable to add items due to payment authorisation limits.

Returning Unwanted Items

Japan Centre Group Ltd operates a returns policy in accordance with the UK Consumer Contracts Regulations allowing you to return any item within 14 days of receiving delivery of your order. Please note that any postage costs incurred when returning your items during this period will be at your own cost, unless the item is damaged, or was sent in error. If an order was placed with a promotional discount on postage, this may affect your refund amount if your total spend is no longer above the delivery offer requirements.

This policy does not extend to any items which have been opened or whose seal has been broken, perishable items (such as chilled, bakery or vegetable items), sealed audio, video recordings or computer software (which have been unsealed), and also does not include the refund of services carried out by Japan Centre Group Ltd as part of your contract (eg handling costs). Items must be returned in pristine and resalable condition. This policy does not affect your statutory rights.

Please note that any refunds made for incorrectly ordered items are subject to a 50p processing charge per order. This is to cover the processing fee that is charged by our payment service provider, Braintree.

After the 14 day period we will be more than happy to accept items for return in any of the following cases:

- The item was found to be damaged or faulty. We will either replace the item or give you a full refund (including postage costs). Please state which option you would prefer. If you require a replacement, we will wait to receive the faulty copy from you before dispatching a new one. Please note that a refund is only applicable within the first 30 days after purchase. After this time, we will only attempt to repair or supply a replacement item. 

- The item was incorrectly supplied. If we have made a mistake in fulfilling your order, a full refund (including postage costs) will be given.

- It must be in pristine and resalable condition.

- It must be accompanied by a copy of the delivery note or receipt.

Please send your returns to:
Japan Centre Group Ltd

Online Department
Unit B, Premier Park
Premier Park Road
NW10 7NZ

Damaged Items

While we are very careful when we pack the boxes, delicate items can occasionally get damaged during transit. If you have received any damaged items, please accept our apologies and contact us as soon as possible so we can arrange a refund or to resend the item.

Missing or Incorrect Items

If you find that any item(s) are missing from your order:
- Please first carefully check the full contents of your parcel. Our packing staff will sometimes wrap items in packing paper or use cardboard supports. Some small items may be hidden within this packaging.
- If you still cannot find your missing item(s), please contact us immediately so that we can arrange either a full refund or to resent your item(s).

If you have received an incorrect item(s):
- Please first carefully check your delivery note and see if your incorrect item(s) are not substitutes for out of stock items.
- If you are sure the item(s) are incorrect, please contact us immediately so that we can send the correct item(s).
- We may ask you to return the incorrect item(s). If this is the case we will cover any return postage costs.

In-Store Refunds / Returns

We hope you will be happy with everything you purchase from our Japan Centre stores.

For products purchased in-store, if you do change your mind, please return the product to the store with your proof of purchase within 30 days for a full refund or replacement. Products bought online cannot be returned and refunded in-store. Please note the proof of purchase can be a receipt or bank statement. Please be aware that some products may have different time limits and exceptions, for example fresh food and perishable products past their shelf life. For more information, please speak to a member of the store team. Your statutory rights remain unaffected.