Widerrufsrecht

Last updated: October 6, 2026 (JST)

This policy applies to orders placed on or after October 6, 2026 (JST). For orders placed before this date, the policy in effect at the time the order was placed will apply, unless otherwise required by applicable law.

Purchase Methods and Support

Purchase and support procedures may vary depending on the customer’s country or region and whether the order is placed directly with Hello Japan or through Buyee Connect.
For orders placed directly with Hello Japan, the cancellation, return, and refund procedures described below apply.
For orders placed through Buyee Connect, please refer to the section “Orders Through Buyee Connect” below.

Orders Through Buyee Connect

For orders placed through Buyee Connect, inquiries and requests regarding cancellations, returns, refunds, incorrect items, damaged items, or delivery issues must be submitted through Buyee Customer Support.

Please do not submit these requests through the Hello Japan order status page or return products directly to Hello Japan unless you are specifically instructed to do so through Buyee.

Cancellation, return, refund, and compensation procedures for Buyee orders are subject to the applicable terms, return policy, compensation conditions, and procedures established by Buyee.

Please review the current Buyee Return Policy for details.

Where a request relates to an issue attributable to Hello Japan before completion of delivery to the Buyee-designated warehouse in Japan, including an incorrect item, defect, or damage, we will cooperate with Buyee as necessary to review and resolve the matter.

All customer inquiries, refund requests, compensation requests, and related procedures for orders placed through Buyee Connect must be submitted through Buyee Customer Support, including where the issue may be attributable to Hello Japan.

If you have questions regarding any statutory cancellation, withdrawal, return, or refund rights that may apply to an order placed through Buyee Connect, please contact Buyee Customer Support .

Nothing in this section limits any statutory rights available to consumers under applicable law.

Order Cancellation — Direct Hello Japan Orders

To request cancellation of an order placed directly with Hello Japan, please submit a cancellation request through your order status page.

After receiving your cancellation request, we will check the shipment preparation status of your order.

If your order has not yet entered preparation for shipment, we will accept your cancellation request and cancel the order.

If your order has already entered preparation for shipment or has been shipped, the order can no longer be canceled, except where otherwise required by applicable law.

After shipment, any eligible request will be handled as a return request in accordance with this policy.

Once your order has been shipped, a shipping confirmation email will be sent to the email address provided at checkout.

Eligible Returns — Direct Hello Japan Orders

For orders placed directly with Hello Japan, we accept returns in the following cases:

The item is defective or damaged
You received the wrong item

To request a return under our standard return policy for a defective, damaged, or incorrect item, please contact us within 7 days after receiving your order through our contact form below:

https://hello-japan.com/pages/contact

This 7-day reporting period does not limit any longer period or additional remedy available to you under applicable law.

We may ask you to provide photographs or other information reasonably necessary to confirm the condition of the item and process your request.

To be eligible for a return, the item should, where reasonably possible:

Be unused except as reasonably necessary to inspect the item
Be in the same condition as received, taking into account any defect or damage being reported
Be returned with its original packaging where reasonably possible
Be accompanied by proof of purchase

Returns sent back without prior approval will not be accepted.

The above conditions do not limit any statutory cancellation, withdrawal, return, or refund rights available under applicable law.

Non-Returnable Cases

Except where required by applicable law, we do not accept returns or refunds in the following cases:

Change of mind
Dissatisfaction based on personal preference
Expectation mismatch
Items that have been used beyond what is reasonably necessary to inspect them
Minor condition differences in pre-owned items, including light scratches, wear, or signs of use

Random Items (Including Happy Bags)

Some products sold on our store contain random items.

By purchasing these products, you acknowledge and agree that:

The contents are randomly selected
Specific items are not guaranteed

Returns or refunds will not be accepted solely because you are dissatisfied with the contents of a random-item product, including a Happy Bag, because the contents differ from your expectations, or because a specific item was not included.

This does not limit any statutory rights that may apply under applicable law.

Pre-Owned / Secondhand Items

Some items sold on our store may be pre-owned or secondhand.

Pre-owned items may show minor scratches, wear, or other signs of use.

Minor condition differences that are consistent with the product description and the nature of a pre-owned item do not qualify as defects and are not eligible for return or refund, except where otherwise required by applicable law.

Return Shipping Costs — Direct Hello Japan Orders

If an approved return is due to an error attributable to Hello Japan, including a defective, damaged, or incorrect item, we will cover the reasonable return shipping cost.

If we exceptionally accept a return for another reason, the customer is responsible for the return shipping cost unless we agree otherwise.

Where a customer exercises a statutory right of withdrawal or cancellation, responsibility for return shipping costs will be determined in accordance with applicable law.

Unclaimed / Returned Packages — Direct Hello Japan Orders

This section applies to packages shipped directly by Hello Japan.

If a package is returned to us due to failed delivery, refusal, unclaimed status, an incorrect or incomplete address provided by the customer, or the customer being unavailable to receive the shipment, the package will be held for up to 30 days from the date it arrives back at our facility.

We will contact the customer regarding available reshipment or refund options.

If we do not receive a response within the 30-day holding period, we will issue a refund for the product price only, to the extent permitted by applicable law.

Original shipping fees, return shipping fees, duties, taxes, customs fees, and other related costs are non-refundable except where otherwise required by applicable law.

For orders placed through Buyee Connect, please contact Buyee Customer Support regarding undelivered, unclaimed, refused, or returned packages.

Refunds — Direct Hello Japan Orders

Once we receive and inspect an approved returned item, we will notify you whether your refund has been approved.

If approved, the refund will generally be issued to the original payment method, unless otherwise required by applicable law.

If we voluntarily agree to a cancellation, return, or refund that is not otherwise permitted under this policy, a 10% restocking / cancellation fee may apply, to the extent permitted by applicable law. If such a fee applies, we will inform you before proceeding with the exceptional cancellation or return.

No restocking / cancellation fee will be charged for:

An accepted cancellation made before shipment preparation
An approved return due to a defective, damaged, or incorrect item
A statutory cancellation, withdrawal, return, or refund where such a fee is not permitted by applicable law

Original shipping fees are non-refundable except where refund of such fees is required by applicable law.

Duties, taxes, customs fees, and other import charges are non-refundable except where otherwise required by applicable law.

Please note that it may take additional time for your bank, credit card provider, or payment provider to process the refund after we issue it.

Duties, Taxes, and Customs Fees

For orders shipped directly by Hello Japan, customers are responsible for any duties, taxes, customs fees, or other import charges imposed by the destination country or region.

These charges are not included in our product prices and are non-refundable except where otherwise required by applicable law.

For orders placed through Buyee Connect, international shipping charges, duties, taxes, customs fees, Buyee service fees, and other charges are handled in accordance with the applicable terms and procedures of Buyee. Please contact Buyee Customer Support for questions regarding those charges.

Consumers in the European Union and the United Kingdom

Where applicable consumer protection law provides a statutory right of cancellation or withdrawal, those rights apply regardless of the standard return conditions described elsewhere in this policy.

For customers in the European Union, where the statutory right of withdrawal applies, the withdrawal period is generally 14 days after receiving the goods.

Customers in the United Kingdom may also have statutory cancellation rights for eligible distance purchases under applicable consumer protection law.

Where such rights apply:

You may exercise the right without giving a reason within the period required by applicable law.
After notifying the applicable party of your decision to withdraw or cancel, you must return the goods within the period required by applicable law.
For orders placed directly with Hello Japan, please submit your request through your order status page or contact us through our contact form.
For orders placed through Buyee Connect, please contact Buyee Customer Support regarding any statutory cancellation, withdrawal, return, or refund rights that may apply to your purchase.
You may inspect the goods only to the extent reasonably necessary to establish their nature, characteristics, and functioning. Where permitted by applicable law, a deduction may be made for diminished value resulting from handling beyond that level.
If you are exercising a statutory right of withdrawal, you are responsible for the direct cost of returning the goods unless applicable law requires otherwise or we agree to bear that cost.
Where required by applicable law, the product price and the cost of the least expensive standard delivery method offered for the purchase will be refunded.
Any additional shipping cost resulting from your choice of a more expensive delivery method is non-refundable unless applicable law requires otherwise.
Duties, taxes, customs fees, and other import charges are non-refundable unless applicable law requires otherwise.
Where permitted by applicable law, a refund may be withheld until the returned goods are received or evidence of return is provided.

Random-item products, including Happy Bags, are not excluded from any statutory cancellation or withdrawal right solely because their contents are random. However, dissatisfaction with the random selection itself does not create an additional return right beyond any rights available under applicable law.

Statutory Rights

Nothing in this policy excludes or limits any statutory rights available to consumers under applicable law.

If any provision of this policy conflicts with a mandatory consumer protection law that applies to your purchase, the applicable law will prevail to the extent of that conflict.

Contact

For cancellation requests relating to orders placed directly with Hello Japan, please submit a request through your order status page.

For return requests relating to defective, damaged, or incorrect items purchased directly from Hello Japan, or for other questions regarding a direct Hello Japan order, please contact us through the form below: