Refunds & Returns
Japan Finds Direct · Last updated September 11, 2026
Custom orders and sourcing deposits
Custom orders are items we purchase specifically at your request, rather than items already in our stock. Your deposit is included in the agreed price. If you cancel after we have placed your custom order, your deposit is non-refundable and is not returned as store credit.
If Japan Finds cannot fulfill the agreed order, we will refund your payment or arrange an alternative with your agreement. These deposit terms apply to new quotes that include them; they are acknowledged before the deposit is paid.
Payments are made by you. We do not automatically debit your account, charge interest, or create a negative account balance. Overdue payments may restrict new holds and pre-orders. An uncompleted custom order may be closed and future sourcing requests restricted. Contact us if you need help.
The short version
- Custom-order deposit cancellations follow the terms above. For other approved requests, we confirm the amount and whether it returns to your original payment method or your Japan Finds store-credit balance before processing it.
- Every request is personally reviewed. There are no automatic refunds — a real person looks at every request and responds, typically within 2 business days.
- Request cancellation before it ships. Eligible pre-shipment orders can be held for team review. If the request is approved, the refund is processed to the original payment method.
How to request a refund
Sign in and open your order history, then use the Request Refund option on the item. Tell us what happened — if the item arrived damaged or the wrong item was sent, photos help us resolve it faster. You'll get an email confirming we received your request, and another when it's been decided.
There is no hard deadline for submitting a request, but the longer you wait the harder problems are to verify, and very late requests may be declined for that reason.
What a refund covers
Approved refunds include the item price and its sales tax. If the problem was on our end — the item arrived damaged, we sent the wrong item, there was a quality problem, or the delivery failed — shipping is included too. If you simply no longer want the item, shipping is not refunded.
Returns
We do not require returns for change-of-mind purchases — collectible figures are sensitive to transit and handling, so in most cases you keep the item and any approved refund is issued as store credit. When a return is required to resolve a case, we email you a prepaid return label; labels are valid for 14 days from issue.
Cancellations
Eligible pre-shipment orders show a Request cancellation option before a shipping label is created. Submitting the request holds the order from shipping while our team reviews it; it does not change your payment. If approved, the refund is processed and verified against the original payment method. If the request is not approved, the order remains active and no refund is issued. Once cancellation is complete, your account shows the exact amount refunded to the original payment method. After an order ships, use the refund-request flow above instead.
Exceptions
In exceptional circumstances we may, at our discretion, issue a refund to your original payment method instead of store credit. These are case-by-case decisions made during review.
Questions
Use the contact page if you have a question about a request or decision.