Refund policy

Shipping Insurance

Shipping insurance is an optional choice for our customers. This service is offered by the shipping carriers, such as EMS, FedEx, or DHL. If you decide to opt for this insurance, please don’t open the package upon delivery. We may need multiple photos or videos to assist with any claims. If, for any reason, shipping insurance isn’t available, we might not be able to guarantee the full value of your shipment. Note that insurance may not apply if the items are suspected to be stolen.

In-Stock Items

Once you place an order for in-stock items, cancellations are usually not permitted. However, if special circumstances arise, you might be able to cancel your order with a 10% restocking fee deducted from the total value of your items, with a minimum fee of ¥1,000. PokeNinJapan reserves the right to evaluate cancellation requests on an individual basis. Orders that have already been shipped cannot be canceled, but if you want to return a shipped order, please refer to our return policies.

Pre-Order Items

For pre-order items, cancellations will incur a fee of 20% of the product price, with a minimum fee of ¥1,000.

Return Policy

Returns
To return an item, you must first get approval from our support staff. Please email us if you’d like to initiate a return.

Any approved returns need to be sent back to us within 7 days of delivery. A 25% cancellation fee, excluding shipping charges, will apply. This fee also applies if the return package comes without payment of customs duties. Customers must cover all return shipping costs to Japan, with a minimum fee of ¥1,000. Please note that customers bear all costs associated with returns.

Conditions for Returns
To be eligible for a return, all items must meet the following criteria:

• Complete, undamaged, and in saleable condition.
• New items must be factory sealed and unopened.
• Returns must be sent via registered mail.
• All items should be in their original packaging and securely packed for shipping.
• A printed copy of your invoice must be included.

Any items that do not meet these conditions will not be refunded or exchanged. It’s the customer’s responsibility to ensure the safe and undamaged return of the items. Refunds will be processed once we receive the returned items.

Compensations & Refunds

In exceptional situations, we may offer refunds, which will be issued in Japanese Yen. We evaluate these on a case-by-case basis.

Please keep in mind that PokeNinJapan does not cover any fees charged by your credit card company or PayPal when processing refunds. All associated fees are the customer’s responsibility.