Refund policy
Generally, we do not accept cancellations or returns due to customer preference.
However, customers in the European Union (EU), the European Economic Area (EEA), and the United Kingdom (UK) have the legal Right of Withdrawal under applicable law.
For information about product defects and warranty coverage, please see our Limited Warranty: https://japankneader.com/pages/limited-warranty
1. For Customers in the EU, EEA, and UK
We accept returns and refunds, even if the product is not defective, provided that all of the following conditions are met:
・You notify us of your intention to return the product within 14 days of receiving it.
・The product was purchased directly from the Japan Kneader Online Store.
2. Important Information About Returns
We will provide you with return instructions. Please do not send your product until you receive our instructions. If you return the product without following our instructions, send it freight collect, or return it without contacting us first, you may be responsible for any additional costs.
Unless the product is confirmed to be defective, you are responsible for all costs related to the return, including return shipping, insurance, import duties, VAT, customs fees, and any other applicable charges. If any of these costs are incurred, they may be deducted from your refund or charged to you. If the product is confirmed to be defective, Japan Kneader will cover the return shipping cost.
Import duties, VAT, customs fees, and any other taxes paid to your local authorities are non-refundable by Japan Kneader.
In some countries, you may be able to apply for a refund of import duties and taxes through your local customs authority. Please contact your local customs office for more information.
If the returned product shows signs of use or is soiled, only a partial refund may be issued. If a product is not eligible for a refund and you would like it returned to you, you will be responsible for the cost of returning the product to you. If we do not receive your reply within three months after contacting you, we may dispose of the product.
If your order is returned to Japan because delivery was refused, the package was not collected, or the shipping address was incorrect, we may deduct the return shipping cost, customs duties, storage fees, and any other related costs from your refund.
3. Return Procedure
Please submit a return request through your order history on our online store, or contact us by email to notify us of your intention to return.
After reviewing your request, Japan Kneader will provide you with return instructions. Please follow these instructions when returning the product.
Please return the product with all accessories, manuals, and other included items whenever possible. Use the original packaging if available and pack the product securely to prevent damage during shipping.
Once we receive and inspect the returned product, we will begin processing your refund. Refunds are normally made to your original payment method within 14 business days after we receive the returned product. The actual timing of the refund may vary depending on your credit card company or payment provider. If the product is returned without following the return instructions provided by Japan Kneader, the refund process may be delayed.
4. Refund Assessment
Your refund will be determined after we receive and inspect the returned product. The refund amount will depend on the condition of the product, the reduction in its value, and this Cancellation and Refund Policy.
5. Refund Guidelines
New and unopened: Full refund of the product price (excluding return shipping and other customer-paid costs)
Opened only to inspect the product: Normally a full refund of the product price
Product shows signs of dough use: The refund amount will be determined based on the condition of the product, the extent of use, missing items, and whether the product can be resold.
Damaged or missing parts: The refund will be reduced according to the extent of the damage or missing components.
Not suitable for resale: A substantial reduction in the refund amount may apply.
If your refund is approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember that it can take some time for your bank or credit card company to process the refund. If more than 15 business days have passed since your request has been approved but you haven't received the refund please contact your bank or credit company.
Nothing in this policy limits or affects your legal rights under applicable law.
If you have any questions, please contact us at contact@kneader.jp.