Amazon Japan

About Our Returns Policies Amazon.co.jp and sellers on Amazon.co.jp offer returns for items within 30 days of receipt of shipment as a general rule. Amazon Haul has a separate returns policy and products are not eligible for our 30 days Returns Policy. Return Policies for Items Shipped by Amazon.co.jp Our basic return policy for items shipped by Amazon.co.jp is as described below. You can easily initiate the return or replacement process via Your Orders. When making a request for return or replacement via this process, your return must be postmarked within 30 days of the date you received the item. If you are unable to complete the procedures for return or replacement within the above period, including when you discover-after the above period has passed-that the item was defective from the time of delivery, please contact the manufacturer or warranty source indicated on the warranty card, etc. first, and then contact us with their comments and the name of their person in charge. Please note that we do not accept a request for replacement when the item is sold by a third-party seller. Please contact the seller directly in that case. Amazon.co.jp sets a specific return policy for some items. For details, read the item's product description page and applicable section in this page. *Items purchased between November 1 and December 31, 2025 that are shipped by Amazon.co.jp can be returned until January 31, 2026. When returning an item, the terms and conditions for returns stated on this page will apply. Return/Replacement of Non-defective or Undamaged Items As for return: Unopened and Unused: Full amount of the item (tax inclusive) will be refunded. Opened: 50% of the amount of the item (tax inclusive) will be refunded. Shipping & Handling and Giftwrap fees will not be refunded under any condition. The items are considered opened in the following cases: Manufacturer's packaging is opened or damaged. Item is repackaged in a way to intentionally cause damage to the item. Original tags are removed. Plastic cover is opened. Wiring, etc. for securing cables is removed. Item shows sign of wear from use. We do not accept returns or replacement of non-defective or undamaged items in the following cases: Expendable items that are already used or opened. Products with signs of use. Items to which extension equipment is added, a replacement part is installed, or other modification or adjustment is made. Items for which a certificate of authenticity or appraisal was issued by the manufacturer at your request. Car Tire & Wheel Packages. Items that cannot be returned or replaced due to laws and regulations. Apple products (including beats by Dr. Dre). Certain car-navigation systems or car-electronics products manufactured by Panasonic, Carrozzeria/Pioneer, KENWOOD or ECLIPSE. Table tennis-related items from BUTTERFLY (Tamasu Co., Ltd.) Certain CD, DVD, PlayStation software or videogame products. Build-to-order (BTO), custom-ordered or engraved items or items with altered size. When the instruction manual or other accessories included at the time of delivery are missing when returned. Items shipped with the manufacturer's original packaging which are returned without such packaging. Returns or replacement for the mere reason that the manufacturer's original packaging is damaged. Returns or replacement for the reason that a shipping label is directly placed on the manufacturer's original packaging. Items that are described as not returnable or replaceable on the product detail pages. Items purchased with Mobile Carrier Billing. Items eligible for Installation/Recycling Services for Heavy or Bulky Items (HB). In the following case, the items are considered non-defective or undamaged and we do not accept returns or replacement of such items: Items with an imperfection that is not regarded as an initial failure by the manufacturer or warranty source (e.g., an LCD panel which is slightly off center or has defective pixels, or an item with scratches after use). We do not accept replacement of non-defective or undamaged items. However, in some cases, certain items such as those in the Fashion category can be replaced with the same items of different colors or sizes. Return/Replacement of Defective or Damaged Items Full amount of the item (tax inclusive), Shipping & Handling and Gift Wrap fees will all be refunded. Replacement is also accepted. For return or replacement procedure in the event of initial failure in electrical appliances or precision instruments, regardless of the time of procedure, please contact the manufacturer or the warranty source indicated on the warranty card, etc. first, and then contact us with their comments and the name of their person in charge. We do not accept replacement of defective or damaged items in the following case: Bargain Books Notes on Replacement If you want to exchange an item ordered using a payment method other than a credit card, you must enter your credit card information. Please note that we do not accept replacement of items for which it is difficult to procure a replacement item. How to Return When you are required to bear the return shipping charges for the return or replacement, such as in case of return or replacement of non-defective or undamaged items, please ship the items by shipping prepaid, or "payment on shipment." When Amazon.co.jp bears the return shipping charges for the return or replacement, such as in case of return or replacement of defective or damaged items, please ship the items with shipping charge on delivery. Only delivery services provided by Japan Post Co., Ltd. (Yu-Pack service only), Yamato Transport Co., Ltd. or Sagawa Express Co., Ltd. are available for return with shipping charge on delivery. If shipping charge on delivery has been used with a carrier other than the designated carriers, Amazon will not accept the package and return it. In such cases, please note that the carrier may charge you for shipping (the original COD fee plus return shipping charges). When items that need to be returned by payment on shipment have been returned with shipping charge on delivery, the return shipping charges will be deducted from the refund amount. Please see here for details on how to return. Note: If you return an item without following the designated return process, such as in case you return an item that is different from the one Amazon.co.jp shipped, we will not accept the return or replacement of the item. If we do not accept a return or a replacement, we will notify you and send the item back to you at your expense. However, in the event that your address or the order you want to return is unknown to us, you refuse to receive the item we send back, a refund is made after consultation with you, or you do not respond to us despite our multiple attempts to contact you, we may dispose of such item. Return Policies for Items Shipped by Seller When you order from a seller that fulfills and ships its own inventory, please return the item directly to the seller instead of Amazon.co.jp. Sellers on Amazon Marketplace offer a return policy equivalent to Amazon.co.jp's. You can view each seller's return policy by viewing the Return and Refund Policy section of the Seller's profile page. For details please see here. In some cases, sellers may refuse to refund if the item you return is damaged or in different condition from that of the time of delivery. *Items purchased between November 1 and December 31, 2025 that are shipped by Fulfillment by Merchant Sellers can be returned until January 31, 2026. When returning an item, the terms and conditions for returns stated on this page will apply. Items purchased using Amazon Alexa Voice Shopping Non-digital products purchased using Alexa (including liquor products purchased using the smart reorder function and the notice function) are eligible for free returns. To return a product purchased using Alexa, process your return as normal in Online Returns Center. We will automatically refund you any shipping charges applied to the return. You should see the shipping refund within approximately 7 days of receiving your product refund. If you accidentally purchase digital content or a subscription to a non-Amazon service through Alexa, please see here. Item Specific Return Policies Specific return policies exist for the items below. Please see applicable sections in addition to "Return Policies for Items Shipped by Amazon.co.jp" in this page. Digital Content & Digital Download Products Return policy for Kindle electronic books is found here. Digital music, games or PC software downloads, and purchases from the Amazon Appstore (apps andin-app purchases) are not returnable or replaceable after purchase. You can cancel accidental Prime Video orders within 48 hours if you have not started streaming or downloading the video. For more information, please see here. Digital audio content including Audible audiobooks are not returnable or replaceable after purchase. Please see Audible' s Information Provided Under Japan's Act on Specified Commercial Transactions. Amazon Devices Amazon-branded devices such as Kindle e-readers, Fire tablets, Amazon Fire TV devices, and Echo devices and their accompanying Amazon-branded accessories purchased from Amazon.co.jp can be returned within 30 days of receipt of shipment as long as they are in new condition. Unless stated otherwise, if you are returning an item purchased as part of a bundle (including an Amazon device), any discount will be allocated proportionally among all the items in the bundle, and your refund will equal the amount you paid for the item. When you return Amazon-branded devices or accessories and request refund, the items will become the property of Amazon.co.jp when Amazon made the refund. When you return Amazon-branded devices or accessories and request replacement, the items will become the property of Amazon.co.jp upon the delivery of the items to the designated place. For more information about return and how to return of Amazon devices and accessories, please see here. Used Amazon devices purchased through Amazon Resale are not accompanied by Amazon Limited Warranty but do receive a 30 day money-back guarantee from Amazon. Books Books are not replaceable merely for a damaged or missing "obi (paper band)." Magazines are not returnable or replaceable unless damaged or defective. Computers, TV Games Before returning a computer or peripheral or TV game console, please delete all personal or behavioral data from the item and restore initial settings. By returning your product with undeleted personal or behavioral data, you agree to waive any and all rights and privileges regarding such data including, but not limited to, its preservation and confidentiality. We do not accept return or replacement of items to which non-standard software is installed or a failure occurs by such installation. We will not accept return or replacement of software including, but not limited to, cases where the package of the software has been opened or the silver sticker of the software card has been peeled. Home & Kitchen Safes are not returnable or replaceable. Fresh flowers & live Plants Fresh flowers and live plants are not returnable or replaceable unless defective or damaged. Contact Customer Service when you return defective or damaged items. Pet Supplies Live creatures and pet foods, beverages and supplements are not returnable or replaceable unless defective or damaged. Drugstore, Beauty Medicines, quasi-medicines, cosmetics, dietary supplements and medical devices are not returnable or replaceable unless defective or damaged. Electric toothbrushes and oral irrigators are not returnable or replaceable unless defective or damaged. Food, Beverage & Alcohol Food, Beverage & Alcohol items are not returnable or replaceable unless defective or damaged. Contact Customer Service when you return defective or damaged items. Amazon Grocery Services Amazon Grocery items are not returnable or replaceable unless defective or damaged. If you would like to request a refund due to issues or defects, please contact Customer Service. Toys & Hobby Trading Cards are not returnable or replaceable unless defective or damaged. Figures, plastic models, mini 4WD/slot cars, RC models, model trains, air guns/model guns, collectible cars, and small toys packaged food are not returnable or replaceable unless defective or damaged. Clothes & Fashion Accessories, Shoes & Bags We will refund the full amount of the item (tax included) and domestic return shipping charge for items eligible for try on. We will not refund shipping, handling, and gift wrap fees. In addition, return shipping charge will not be refunded when a specific exception is otherwise provided. To learn more, please click here. Items cannot be replaced with the exact same item, but certain items can be replaced with other colors, sizes or items. To learn more, please click here. Earrings and body piercing jewelry are not returnable or replaceable after their packages are opened unless defective or damaged. Try on the items indoors at all times without removing any tags. When returning, please ensure that all tags remain attached, and returned in its original packaging. Also, try on pullover clothes with your head covered with a cloth or a scarf. Wear socks or stockings when trying on shoes. Used items are not returnable or replaceable. We consider the following items as used: Items with wear or damage that does not normally occur by try on (crease, dirt or damage on sole). Items with perfume or cigarette odor and/or makeup stains. Fukubukuro (lucky bags) in this category sold by Amazon.co.jp are not replaceable for any reason. Due to the nature of the product, we will accept return only if items inside are defective or damaged. We will not accept return if the item is not defective or damaged. Hygiene products (wigs, shower caps, safety masks, bra with underwear set, underwear, underpants, tights, hosiery, underskirts, undergarment thigh slimmer, swimwear, and socks including thigh-high socks and knee-high socks) are not returnable or replaceable unless defective or damaged. Watches, Jewelry Full amount of the item (tax included) and domestic return shipping charge will be refunded for items eligible for try on priced less than 300,000 yen (tax included). Shipping, handling, and gift wrap fees will not be refunded. Items cannot be replaced with the exact same item, but certain items can be replaced with other colors, sizes, or items. To learn more, please see here. Earrings and body piercing jewelry are not returnable or replaceable after their packages are opened unless defective or damaged. Watches and Jewelry items priced 300,000 yen or above (tax included) are not returnable or replaceable unless they have initial failure. Please also see the Luxury Items section in this page for Watches and Jewelry items priced 300,000 yen or above (tax included), and the Parallel Imports section in this page for parallel imported Watches and Jewelry items. When you touch the items, please put on gloves to prevent the items from getting stained or rusted. When you try an item on your wrist or neck, please cover yourself with a scarf or a handkerchief so that the item does not touch your skin directly. When you try on a watch, do not turn it on or remove attachments (original tags, protection seals, battery sheets, etc.). Please refrain from fastening the band, adding any alteration to the band or adjusting the band size. Used items are not returnable or replaceable. We consider the following items as used: Items with battery sheets removed or batteries charged (battery-powered watches, smart watches, etc.) If there is an issue with your watch after wearing the item, please contact the manufacturer, etc. on the warranty card and confirm your warranty service. The battery inside the watch is a free sample and not included in the price. Contact the manufacturer directly when it runs out. Fukubukuro (lucky bags) in this category sold by Amazon.co.jp are not replaceable for any reason. Due to the nature of the product, we will accept return only if items inside are defective or damaged. We will not accept return if the item is not defective or damaged. DIY & Tools Wood, large wooden building materials, items with a motor (lawn mowers, brush cutters, etc.) are not returnable or replaceable unless defective or damaged. Toilets, bathroom vanities, built-in kitchens, doors are not returnable or replaceable unless defective or damaged. Sports & Outdoors The same conditions listed under Clothes & Fashion Accessories, Shoes & Bags in this page apply to sportswear, athletic shoes, and bags. However, swimsuits, being hygiene products, are not returnable or replaceable unless defective or damaged. Cancel theft prevention registration before returning a bicycle. Bicycles are not returnable or replaceable unless defective or damaged. Car & Motorcycle Products Motorized bicycles and motorcycles are not returnable or replaceable unless defective or damaged. Car batteries and motorcycle batteries are not returnable or replaceable unless defective or damaged. When you try on a helmet, please cover yourself with a scarf or a handkerchief so that the item does not touch your hair or skin directly. When you try on a helmet, do not remove attachments (original tags, shield protection seal etc.) Air conditioners Air conditioners are not returnable or replaceable unless defective or damaged. *Excluding compact coolers Amazon Gift Card Amazon Gift Cards are not returnable or replaceable. Admission Tickets, Service Tickets, Prepaid Card or other Prepaid Products Admission tickets, service tickets, prepaid card or other prepaid products are not returnable or replaceable. Amazon Basics For information on Amazon Basics Annual Limited Warranty, please see here. The items are considered opened in the following cases: Plastic cover is opened. Wiring, etc. for securing cables is removed. Item shows sign of wear from use. After contacting Customer Service, please select "item is damaged or defective" from the return reason pull-down menu when using Amazon Basics Annual Limited Warranty online. Fine Art Return policy for Items Requiring Special Handling is applied to Fine art items requiring special shipment method such as custom transportation for fine art. To learn about the return policy for Items Requiring Special Handling, please see the Items Requiring Special Handling section in this page. All enclosed items such as original packaging (boxes, etc.) and certificates of authenticity and appraisal must be returned with the fine art item. We do not accept return or replacement of any fine art item returned without any of the enclosed items. We do not accept return or replacement of any fine art item that is damaged or stained after delivery. Before returning, we advise you to take a photograph of the item for the record. Items Used with Fuel Contact the manufacturer directly if you find any issue or defect after supplying or installing fuel to the item. For safety reasons, remove the fuel before returning the item. Double-wrap the item in plastic bags and attach the invoice outside of the packaging. Luxury Items Luxury items mean the items shipped by Amazon.co.jp and priced 300,000 yen or above (tax inclusive). Luxury items are returnable only when they are unopened and unused unless defective or damaged. Luxury items are not replaceable for any reason. We accept return or replacement of luxury watches and jewelry only if they have initial failure. We do not accept returns or replacements for any other reasons. Due to the high value of the item, please be sure to use an insured and traceable shipping method when you return a luxury item after the return procedure. If the return procedure is not available online, please contact Customer Service. You will be charged the transportation insurance fee and the return shipping fee when returning a luxury item unless defective or damaged. Please note that the refund process of luxury items may take longer than usual because they are subject to condition checks after the return. We will notify you by e-mail when the refund is made. Items qualifying for up to free 30-day trial eligible Items sold and shipped by Amazon.co.jp that are marked as “free 30-day trial eligible” in their product titles can be returned under the following conditions. One item per customer per year for items in the same category If the item is returned from within Japan within 30 days of arrival We will refund the full amount or a portion of the item price (tax inclusive) and domestic return shipping fees regardless of the reason for the return. Shipping & Handling and Giftwrap fees will not be refunded under any circumstances. Please note that refund amounts (including tax), product condition requirements, and included accessories may vary by product category. Please check the product category details on the Trial Service main page. Items Requiring Special Handling (excluding Items Eligible for Installation/Recycling Services for Heavy or Bulky Items) We do not accept return or replacement of Items Requiring Special Handling unless defective or damaged. If the item is defective or damaged, please contact the servicing department of the manufacturer. Amazon.co.jp will cover the return shipping fee. We will refund the fees for handling, delivery and setup using staircase, and setup installation. You will be requested to sign the delivery note upon receipt of the item. Please check your item before signing and tell the delivery staff if you find such damage or stain. We will not accept return or replacement of your item for damage or stain that you claim to have occurred during shipment once you sign the delivery note. If you wish to have the item returned or replaced after confirming with the manufacturer, please contact Customer Service. Furniture/Home Appliances Eligible for Installation/Recycling Services or Electric Massage Chairs Eligible for Assembly/Installation Services For information about Furniture/Home Appliances Eligible for Installation/Recycling Services, please click here. Those purchasing eligible refrigerators and freezers, washing machines, televisions, furniture, electronic pianos, massage chairs, fitness machines and monitors We do not accept return or replacement of Items Eligible for Installation/Recycling Services for Heavy or Bulky Items or Items Eligible for Installation Services for Electric Massage Chairs unless defective or damaged. However, if the item does not fit into the spot you wish to place it, Amazon.co.jp will bear the return shipping fee. Also, we will bear all other charges such as a handling fee, if there are any. If the item is defective or damaged, please contact the servicing department of the manufacturer. We will cover the return shipping fee. We will refund the fees for handling, delivery and setup using staircase, and setup installation. If a refund occurs, the refund process begins after Amazon receives the item you returned. Please note that the method and number of days required for refund will differ depending on the payment method you used to place your order. Please see here for details. You will be requested to sign the delivery note upon receipt of the item. Please check your item before signing and tell the delivery staff if you find such damage or stain. We will not accept return or replacement of your item for damage or stain that you claim to have occurred during shipment once you sign the delivery note. If you wish to have the item returned after confirming with the manufacturer, please contact Customer Service. Those purchasing eligible dash cams, Smart Home products, and air conditioners We may not be able to accept returns or exchanges depending on whether the item can be returned before installation/exchange, the type of item, and the reason for the return, or you may need to contact Amazon Customer Service. For return and exchange conditions for each item, please check the “About Our Return/Exchange Policy” section. Unless the item has a defect such as a malfunction, we do not accept returns of items after assembly or installation. If any defects arise due to the service, please contact Amazon Customer Service. Depending on your environment, certain services may not be available. If the service cannot be provided, the service fee will not be charged. Also, if the service cannot be provided, it is possible to receive information on how to return the item eligible for the service by contacting Customer Service. A full refund will be made once the return is verified. If your desired date and time cannot be selected when changing the service reservation date, you can cancel the service. After canceling the service, if you would like to return the item eligible for the service, please contact Customer Service. Office furniture (items with manufacturer delivery/installation/assembly services) Applicable items are items with the description (manufacturer delivery/installation/assembly) in the item name. Once the delivery date is confirmed, cancellations and returns or exchanges of non-defective or undamaged items are not possible. For example, we do not accept cancellations or returns/exchanges of non-defective or undamaged items for the following reasons or at the following times. Please be aware of this. If it is not possible to deliver on the delivery date due to reasons such as narrow entrances or stairways, spiral staircases, or other reasons that were not sufficiently explained at the time of advance notification. If there is a difference in the item image (color, size, etc.) If the item cannot be installed at the desired location and the customer wants it taken back, or if the customer refuses to accept delivery due to their own circumstances (including before or after unpacking) Parallel Imports In case of Parallel Imports, we will accept replacement of an item only when the item is a Watches and Jewelry item and less than 300,000 yen (tax included) and the same item is in stock. If within the international warranty period, your item may be repaired by servicing companies designated by Amazon.co.jp pursuant to the international warranty policy. For instructions on how to claim repairs, please check the user' s manual included in your order package. Please note that charges will apply for fixing external scratches or damage to the item caused by use. To learn about the return policy for parallel imported Watches and Jewelry items, see the Watches, Jewelry section in this page. Amazon Furusato gifts Amazon will not accept returns, exchanges, or reshipments, etc. of Amazon Furusato Gifts for any reason. Amazon Haul For Amazon Haul items, if you request a return within 15 days of delivery and the item is new and unused, you'll receive a refund of the item price regardless of the reason for return (shipping fees and Import Charges are non-refundable). If you receive an item that's different from what was displayed at the time of purchase, or if the item is defective or damaged, you'll receive a refund of the item price, shipping fees, and Import Charges. For Amazon Haul items, you'll be offered the same local return methods as outlined in the How to Return paragraph. Amazon will not accept exchanges of Amazon Haul for any reason. For more information about Amazon Haul, visit our Amazon Haul page and Amazon Haul Terms and Conditions. Amazon International Direct Amazon will not accept exchanges of Amazon International Direct items for any reason. To learn about the return policy for Amazon International Direct, please see Amazon International Direct Store Return & Refund Policy.