Returns & Refunds

Returns Policy

Received something defective, wrong, or damaged — or simply changed your mind? Contact us within 7 days of delivery (14 days for EU customers under the statutory right of withdrawal) to return eligible items. Here's the full policy, by category, plus exactly how refunds work.

7 days / EU 14 daysMost countries 7 days · EU customers 14 days for eligible items

New & unusedComplete, in the original packaging

RefundsProduct price; EU withdrawals also refund standard outbound shipping

When you can return

Eligible returns

If your item arrives with any of the issues below, contact us within 7 days of receipt with your original order number and the reason for return.

Defective

The product is defective or not working as intended.

Wrong item

You received a different product from the one you ordered.

Damaged in transit

The product was damaged while being shipped to you.

EU 14-day right of withdrawal

EU customers may return eligible items within 14 days of receipt without giving a reason, under the statutory right of withdrawal. This is in addition to your rights for defective, wrong, or damaged items.

Conditions & refunds

How returns & refunds work

Contact periods and shipping responsibility depend on where you are and why you're returning. Here are the rules in full.

Contact period

✓Non-EU customers must contact us within 7 days after receiving the item.
✓EU customers must contact us within 14 days after receiving the item when exercising the statutory right of withdrawal.
✓EU customers do not need to provide a reason when exercising the statutory right of withdrawal.

Condition of returned items

✓Returned items must be unused, unopened where applicable, and complete with all accessories, manuals, tags, protective seals, and original packaging.
✓Cross-border products are for personal use only; resale requires the buyer to pay additional taxes and perform inspection duties.

Return shipping

✓For customer-initiated returns, including EU right-of-withdrawal returns, the customer is responsible for the direct return shipping cost.
✓If the item is defective, damaged in transit, or different from the item ordered, WAFUU JAPAN will cover the reasonable return shipping cost.

Refunds

✓For eligible EU withdrawals, WAFUU JAPAN will refund the product price and the standard outbound shipping cost paid at checkout.
✓Refunds may be withheld until we have received the returned item, or until you provide evidence that it has been sent back.

Costs that are not refunded

✓Expedited, express, premium, or non-standard delivery costs are not refunded.
✓Original shipping & handling fees are otherwise non-refundable, except where required by applicable law.
✓Import duties, taxes, customs fees, brokerage fees, and other destination-country charges are the customer's responsibility and are not refunded by WAFUU JAPAN unless required by law.

Exceptions

Items we can't accept

Some items are excluded from returns for hygiene, safety, or legal reasons. These exclusions do not override any mandatory statutory rights.

Perishable goods or goods with a short expiry date cannot be returned.
Sealed goods that are not suitable for return due to health protection or hygiene reasons cannot be returned if unsealed after delivery.
Opened or used cosmetics, sanitary goods, supplements, medicines, medical devices, or other health-related products cannot be returned.
Custom-made or clearly personalized products cannot be returned.
Digital content, gift cards, prepaid cards, tickets, and similar products cannot be returned after purchase, activation, download, or use.
Products that cannot be returned due to applicable laws or regulations cannot be returned.

Undeliverable packages

Refused or returned-to-sender orders

Returned-to-sender orders caused by refusal of delivery, unpaid import duties or taxes, an incorrect address, storage-period expiration, or prolonged absence are not treated as a valid exercise of the EU right of withdrawal.

If your package is returned to us or destroyed due to any of the circumstances below, we may deduct the actual outbound shipping cost, return shipping cost, refund processing fee, and any additional handling charges from the refund amount, unless otherwise required by applicable law.

Package refusal by the recipient.
Expiration of the storage period.
Prolonged recipient absence.
Incomplete or incorrect shipping address.
Refusal to pay required customs duties, import taxes, or customs-related fees.
Destruction or disposal by the carrier or customs authority.

Item-specific policy

Category-specific rules

Some categories have their own return rules in addition to the conditions above.

Food & Beverages

Food and beverage items are not returnable unless defective or damaged. Perishable goods, goods with a short expiry date, and items unsuitable for return due to health or hygiene reasons cannot be returned.

Health & Drugstore

Health-related products, including supplements, sanitary goods, face masks, medicines, medical devices, and similar products, are not returnable if opened, unsealed, or used after delivery, unless defective or damaged.

DIY & Tools

Wood, large wooden building materials, motorized tools, and similar products may not be returnable unless defective, damaged, or different from the item ordered.

Pet Supplies

Pet food, beverages, supplements, and similar consumable pet products are not returnable unless defective or damaged.

Digital Products

Digital music, games, software downloads, and other digital content are not returnable after purchase, activation, download, or use.

Gift Cards

WAFUU Gift Cards are not returnable, replaceable, or refundable after purchase, unless required by applicable law.

Tickets & Prepaid

Admission tickets, service tickets, prepaid cards, and similar prepaid products are not returnable or refundable after purchase, activation, or use, unless required by applicable law.

Bulk orders & fair use

If you purchase a large quantity of the same or similar products, including pre-orders, and repeatedly return them, refuse delivery without a valid reason, or otherwise interfere with the operation of WAFUU JAPAN, we may refuse future orders, restrict returns where permitted by law, or revoke WAFUU membership. This does not limit any mandatory statutory rights that EU consumers may have under applicable consumer protection laws.

Step by step

How to return your item

For customer-initiated returns, including EU right-of-withdrawal returns, the customer is responsible for the direct return shipping cost, unless the item is defective, damaged in transit, or different from the item ordered.

Contact us

Contact WAFUU Customer Service within 7 days of receiving your item. EU customers exercising the statutory right of withdrawal must contact us within 14 days of receiving the item and do not need to provide a reason.

Pack it up

Pack the item securely with all original packaging, accessories, manuals, tags, and protective seals.

Ship it back

Use a trackable shipping method. Customer-initiated return shipping costs are paid by the customer, except for defective, wrong, or damaged items.

Get your refund

Once we receive and inspect the returned item, we will process the refund. For eligible EU withdrawals, we refund the product price and standard outbound shipping cost, excluding expedited or premium delivery costs.

Nothing in this policy limits any mandatory statutory rights you may have under applicable consumer protection laws, including EU consumer protection laws where applicable.

Questions about a return?

Our Customer Service team is happy to help with eligibility, timelines, EU withdrawal requests, or anything else about your WAFUU order.

Contact Customer Service

EU customers may also use this form to submit a 14-day statutory right-of-withdrawal request.