Refund & Return Policy

Last Updated: September 1, 2026

At Japan Mart, we want you to shop with confidence. We carefully inspect and securely pack our products before dispatch. If you receive a damaged, defective, incorrect, or otherwise eligible product, we are here to help.

Please read the following policy carefully before requesting a return or refund.

1. Return Eligibility

A product may be eligible for return or replacement if:

• You received a damaged product.

• You received the wrong product.

• The product is defective or has a manufacturing issue.

• The product received is materially different from what was ordered.

• The product is missing from your order due to an error on our part.

For hygiene and safety reasons, opened, used, tested, or tampered-with skincare, cosmetics, haircare, personal-care, and beauty products generally cannot be returned or exchanged, unless the product is defective, damaged, or incorrectly supplied.

2. Time Limit for Reporting an Issue

You must contact Japan Mart within 48 hours of receiving your order if you receive a damaged, incorrect, defective, or missing item.

For damaged or incorrect orders, please provide:

• Your order number

• Your name and phone number

• Clear photos of the product

• Clear photos of the packaging

• A photo or video showing the issue, where applicable

We may request additional information to verify the claim.

3. Unboxing Video

For high-value, fragile, or sensitive products, we strongly recommend recording a continuous unboxing video immediately after receiving the parcel.

An unboxing video showing the package condition and product from the moment the package is opened can help us investigate damage, missing items, or incorrect products more efficiently.

Failure to provide an unboxing video does not automatically mean that a claim will be rejected, but it may make it more difficult to verify certain delivery-related issues.

4. Products That Cannot Normally Be Returned

Due to hygiene, safety, and product-quality considerations, we generally do not accept returns for:

• Opened skincare products

• Used cosmetics

• Opened haircare products

• Personal-care products that have been opened or used

• Products damaged after delivery due to customer handling

• Products without their original packaging

• Products with removed, damaged, or altered labels

• Products purchased during certain clearance or final-sale promotions

Exceptions may apply when the product is defective, damaged during delivery, or incorrectly supplied by Japan Mart.

5. Wrong Product

If we send you a product different from what you ordered, please contact us within 48 hours of delivery.

After verification, we may arrange a replacement with the correct product or provide another appropriate resolution.

Where the error is confirmed to be ours, reasonable return or replacement delivery costs will be handled by Japan Mart.

6. Damaged Product

If your product arrives damaged, please contact us as soon as possible and provide photographs and, where possible, an unboxing video.

After reviewing the claim, Japan Mart may offer:

• A replacement product

• A partial refund where appropriate

• A full refund where appropriate

• Another mutually agreed solution

The resolution will depend on the nature and extent of the damage.

7. Defective Product

If you believe a product has a manufacturing defect, contact us within 48 hours of receiving the order.

We may request photos, videos, batch information, packaging details, or other information necessary to assess the issue.

If the defect is confirmed, we may provide a replacement or refund, depending on product availability and the circumstances.

8. Change of Mind

We generally do not accept returns simply because a customer has changed their mind, selected the wrong product, ordered the wrong shade/variant, or no longer wants the product.

For unopened products, you may contact our customer support team to ask whether an exception can be made. Approval is not guaranteed and may depend on the product category and condition.

9. Order Cancellation

Orders may be cancelled before they are dispatched, subject to our ability to process the cancellation in time.

Once an order has been shipped or handed over to a courier, cancellation may no longer be possible.

If an order cannot be cancelled after dispatch, the applicable return or delivery rules will apply.

10. Refunds

Once your return or claim has been reviewed and approved, we will inform you of the applicable refund amount and process.

Depending on the original payment method and circumstances, refunds may be issued through the applicable payment channel or another appropriate method.

Refund processing time may vary depending on the payment provider or financial institution.

11. Refund Amount

If Japan Mart confirms that an item was damaged, defective, incorrectly supplied, or otherwise qualifies for a refund, the refund may include the eligible product amount.

Original delivery charges may or may not be refundable depending on the circumstances of the order and the reason for the return.

Any additional charges resulting from customer-requested changes, failed delivery due to incorrect customer information, or other customer-related circumstances may not be refundable.

12. Return Shipping

If a return is approved because of an error attributable to Japan Mart, such as an incorrect or defective product, Japan Mart may arrange or cover the applicable return shipping cost.

If a return is approved as an exception for another reason, the customer may be responsible for the applicable return delivery cost.

Do not send products back without first contacting Japan Mart and receiving return instructions.

13. Exchange & Replacement

Where appropriate, Japan Mart may offer a replacement instead of a refund.

Replacement is subject to product availability.

If the exact product is unavailable, we may offer an alternative solution, such as a refund or another suitable product where mutually agreed.

14. Delivery Refusal

Customers are requested not to refuse a delivery without contacting Japan Mart first.

If an order is refused or returned to us because of customer-related reasons, additional delivery or return charges may apply before another delivery or refund is arranged.

15. Incorrect Customer Information

Japan Mart is not responsible for delivery problems caused by incorrect or incomplete information provided by the customer, including:

• Incorrect address

• Incorrect phone number

• Incorrect recipient information

• Failure to respond to courier calls

• Failure to receive the parcel within the courier's delivery period

Additional delivery charges may apply if the order needs to be dispatched again.

16. Product Authenticity & Packaging

Japan Mart takes reasonable measures to source and provide genuine products.

Packaging, labels, fonts, colors, seals, or product appearance may occasionally vary due to manufacturer updates or regional packaging changes.

Such differences do not necessarily indicate that a product is defective or incorrect.

17. How to Request a Return or Refund

To request a return, replacement, or refund, please contact Japan Mart with:

Order Number:
Customer Name:
Phone Number:
Product Name:
Reason for Request:
Photos/Videos:

Our customer support team will review your request and provide the next steps.

18. Policy Changes

Japan Mart may update this Refund & Return Policy from time to time to reflect changes to our products, services, business practices, or applicable requirements.

Any updated policy will be published on this page with a revised Last Updated date.

19. Contact Us

If you have any questions about our Refund & Return Policy or need assistance with an order, please contact Japan Mart through our website or customer support channels.

Japan Mart
Bangladesh

Website: japanmart.com.bd