Return & Refund Policy

Your Satisfaction is Guaranteed

At Japan Mart, we stand behind the quality of our products. If you receive a damaged, defective, or incorrect item, we will gladly arrange a replacement or a full refund, provided the return meets the conditions outlined below.

  1. Eligibility for Returns & Refunds

We accept returns and process refunds or replacements under the following circumstances:

  • Damaged, Defective, or Incorrect Product: If your item arrives damaged, defective, or is not what you ordered, you are eligible for a return.

Returns are not accepted in the following cases:

  • The product has been used, swatched, or opened from its original seal.
  • The return is due to a change of mind (e.g., you don’t like the smell, texture, color, or design).
  • The product is a liquid or semi-liquid item for hygiene reasons.
  • The complaint is filed more than 3 days after receiving the product.
  1. How to Initiate a Return

Please follow these steps to ensure a smooth return process:

  1. Contact Customer Care: Inform us within 3 days of delivery by contacting our Customer Care Department via:
    • Hotline: 01811986883
    • Email: [ [email protected] ]
      Provide your order number and clear photo or video evidence of the issue.
  2. Validation: Our team will review your claim and guide you through the next steps. If your claim is validated, we will arrange a free pick-up from your address (conditions apply, see below).
  3. Pack the Items: Please return the product in its original condition, including the original Japan Mart invoice, Japan Mart box, and the product’s original packaging.
  1. Return Shipping
  • Within Dhaka: For validated claims, we will arrange a free pick-up service.
  • Outside Dhaka: Please send the product via Sundarban Courier Service. Upon validation of your claim, we will reimburse the courier charge.
  • Invalid Claims: If a return claim is found to be invalid, the customer will be responsible for the cost of return shipping and any fees to have the product re-delivered.
  1. Refunds and Replacements
  • Once we receive and inspect the returned item, we will process your replacement shipment at no extra cost or initiate your refund within 7-10 working days.
  • Refunds will be issued to the original payment method.
  1. Special Case: Wrong Product Ordered by Mistake

Exchanges for items ordered by mistake are considered on a case-by-case basis, subject to product type and management discretion. If approved, the customer will be responsible for the return shipping and the cost of resending the correct item.

For further support, please contact our Customer Care Department:
Hotline: 01811986883
Email: [ [email protected] ]