This Refund & Returns Policy is issued in accordance with EU Directive 2011/83/EU on Consumer Rights, the French Consumer Code (Code de la consommation), and the UK Consumer Contracts Regulations 2013 and Consumer Rights Act 2015. It applies to all purchases made on japanese-swords.co.uk
Statutory Right of Withdrawal
In accordance with applicable European and UK consumer law, you have the right to withdraw from your purchase without providing any reason, within 14 days of the date on which you (or a third party designated by you) take physical possession of the goods.
To exercise your right of withdrawal, you must notify us of your decision within this period by contacting us at:
Upon receipt of your withdrawal request, we will acknowledge it promptly and provide you with clear instructions for returning your item.
Extended Return Window
In addition to your statutory rights, Japanese-Swords.co.uk offers an extended return window of 30 days from the date of delivery. Return requests submitted after this period will regrettably not be eligible for processing.
Conditions for Return
To be eligible for a return, the following conditions must be met without exception:
- The item must be unused and in the same condition in which it was received
- The item must be returned in its original, undamaged packaging
- A valid proof of purchase or order confirmation must accompany the return
- The return request must be initiated within the applicable return window
Please note: Items must not be returned directly to the manufacturer or carrier. All returns must be processed through our customer experience team.
Non-Returnable Items
The following categories of items are strictly excluded from our returns policy:
- Gift cards and store credits
- Downloadable digital products and software
- Any item that has been used, damaged, or altered after delivery
- Any item returned outside the applicable return window
Partial Refunds
In certain circumstances, only a partial refund may be granted. This applies notably to:
- Any item that is not in its original condition, is damaged, or has missing components for reasons not attributable to an error on our part
- Any item returned more than 14 days after the date of delivery, where a commercial gesture is made at the sole discretion of Japanese-Swords.co.uk
Sale & Promotional Items
Only items purchased at their full regular price are eligible for a refund. Items purchased during a sale or promotional period are unfortunately not eligible for return or refund, unless the item received is defective or does not correspond to the order placed.
Exchanges
We will replace an item solely in the event that it is received in a defective or damaged condition. If you require a replacement of the same item, please contact our customer experience team at [email protected] with your order number and a description (accompanied by photographic evidence) of the defect or damage.
Gifts
If the item was designated as a gift at the time of purchase and shipped directly to the recipient, a store credit equivalent to the value of the returned item will be issued upon receipt of the return. A gift voucher will subsequently be sent to you by post.
If the item was not designated as a gift at the time of purchase, the refund will be processed to the original purchaser’s payment method. Please be aware that this will disclose the return to the person who made the gift.
Refund Process
Once your returned item has been received and inspected by our team, we will notify you by email to confirm receipt and advise you of the outcome of your refund assessment.
If your refund is approved, it will be processed and applied automatically to your original payment method within 7 to 14 business days, depending on your card issuer or payment provider.
If your refund is declined, we will provide you with a clear written explanation of the reason.
Delayed or Missing Refunds
If you have not received your refund within the expected timeframe, we recommend the following steps before contacting us:
- Check your bank account and payment method statement
- Contact your credit card provider, as processing times may vary
- Contact your bank directly, as internal processing delays may apply
If you have completed all of the above steps and your refund has still not been received, please contact us at [email protected] and we will investigate the matter without delay.
Return Shipping
The cost of return shipping is the responsibility of the customer and is non-refundable. In the event that a refund is issued, the cost of return shipping will be deducted from the total refund amount where applicable.
For items with a value exceeding €75 / £75, we strongly recommend using a tracked and insured shipping service. Japanese-Swords.co.uk cannot accept responsibility for returned items that are lost or damaged in transit.
Delivery timeframes for exchanged items may vary depending on your location.
Your Statutory Rights
Nothing in this Refund & Returns Policy affects your statutory rights under applicable law.
EU residents benefit from the consumer protections afforded by EU Directive 2011/83/EU and the French Consumer Code, including the statutory 14-day right of withdrawal.
UK residents benefit from equivalent protections under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, including the right to a full refund for faulty, misdescribed, or unsatisfactory goods.
Contact
For any question or request relating to a return, exchange, or refund, please contact our customer experience team via ou contact page.