Refunds Policy

Refunds Policy for NAMIYA JAPAN ONLINE

We aim to deliver quality, handcrafted items that celebrate Japanese artistry. Due to the nature of handmade production, minor variations and slight imperfections are expected and add to each item's uniqueness. These are not considered defects and, as such, are non-refundable.

Consequently, we do not accept exchanges or returns for change of mind, packaging imperfections, or any artificial damages.

Returns

Each item is carefully inspected and packed in-store under surveillance to ensure it reaches you in perfect condition.

For any return requests, please contact NAMIYA JAPAN prior to sending items back, so we may guide you through the return process. Merchandise is only accepted if returned in its original packaging and condition. If items are received in damaged condition or are not in their original packaging, they will not be credited or accepted for return.

Return Process

Due to hygiene reasons, we are unable to accept returns or exchanges on products such as bowls, plates, cutlery, pots, and similar items. These products are in close contact with food, and it is difficult to determine any prior use with certainty. To maintain the highest standards of quality and safety for all our customers, all products must be in new, unused condition and in their original, unopened packaging to be eligible for return. We appreciate your understanding and support in helping us uphold these quality standards.

Returns are accepted within 14 days from the confirmed delivery date. Please email us at info@namiyajapan.com.au with your order number (found on your packing list) and the reason for the return. Upon approval, we will provide you with return instructions.

Important Notes for Returns:

  • We do not accept exchanges or returns for change of mind
  • Shipping charges are non-refundable.
  • All items must be new, unused, and in their original packaging in a resell-able condition to qualify for any return.
  • For hygiene reasons, products such as bowls, plates, cutlery, pots, and similar items are non-refund or exchangeable, as they are in close contact with food and can be difficult to determine signs of use.
  • Items must be carefully repackaged using all original packing materials to avoid damage during return transit.
  • Refunds will be issued within one week of our receipt and inspection of the returned item if it is eligible. 
  • Products purchased through sellers other than namiyajapan.com.au are not eligible for return through our store; please contact the original retailer regarding their return policy.

Damages and Defective Merchandise

Occasionally, damages or defects may occur. Please report any issues immediately to info@namiyajapan.com.au within 48 hours of delivery, specifying the item and the issue. You will receive a response with further instructions. Please do not return any damaged or defective items unless instructed to do so.

Lost or Damaged Packages

If your package is damaged or lost during transit, claims must be submitted in writing within 72 hours of delivery. Claims received after 72 hours cannot be processed.

To submit a claim, please provide the following:

  • Delivery and collection dates
  • Sender and recipient names and addresses
  • Claim date
  • Declared value of parcel contents
  • Description of packaging materials and damage

Required Documentation for Claims:

  • Photographs of the package and item(s) taken both before and after delivery
  • Invoice or receipt showing the value of the damaged item
  • A courier-issued report documenting the damage upon delivery

Upon delivery, please inspect packages for visible signs of damage. If any are found, open and inspect the contents in the driver’s presence, requesting a written acknowledgment of any damages if necessary.

Additional Considerations:

  • For high-value items, we strongly recommend taking photos of the packaging process as proof of proper packing.
  • Claims submitted without sufficient evidence (e.g., photographs, courier report, proof of item value) are more likely to be denied.

For further assistance, please contact info@namiyajapan.com.au.