Refund policy
Right of Withdrawal & Returns
At a glance
You have a statutory right of withdrawal of 14 days from the day you receive your order. On top of that, we voluntarily grant you a total of 30 days to request a return. You are allowed to inspect the goods just as you would in a shop – unpack them, look at them, handle them. Simply send them back in proper condition and we will refund the purchase price.
1. Statutory right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period is 14 days from the day on which you, or a third party named by you who is not the carrier, take possession of the goods. In the case of an order for several goods delivered in a single shipment, the period begins when you receive the last item.
To exercise your right of withdrawal, you must inform us
Japan Essence e.U. Schalkham 12, 5202 Neumarkt am Wallersee, Austria Email: office@japan-essence.com
by means of a clear statement (e.g. by email or letter) of your decision to withdraw from this contract. You may use the model withdrawal form below for this purpose, but it is not mandatory.
If you concluded the purchase via our website, you can also declare the withdrawal directly using the withdrawal function provided on our website. If you use this function, we will send you confirmation of receipt of your withdrawal without delay on a durable medium (e.g. by email).
To meet the withdrawal deadline, it is sufficient that you send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.
Consequences of withdrawal
If you withdraw from this contract, we will reimburse all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and no later than 14 days from the day on which we are informed of your decision to withdraw.
We will carry out the reimbursement using the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees as a result of the reimbursement.
We may withhold reimbursement until we have received the goods back, or until you have supplied proof of having sent back the goods, whichever is the earliest.
You must send back the goods without undue delay and in any event no later than 14 days from the day on which you notify us of your withdrawal, to the address stated above. The deadline is met if you send back the goods before the period of 14 days has expired.
You will bear the direct cost of returning the goods.
Compensation for diminished value (use beyond inspection)
You may inspect the goods in the same way you would be able to in a shop – that is, unpack them, look at them, and check their nature, characteristics and functioning. This does not give rise to any compensation.
You are only liable for any diminished value of the goods resulting from handling them in a way that goes beyond what is necessary to establish their nature, characteristics and functioning. For textiles, this includes in particular washing, ironing, or the actual use of the item (e.g. as a towel, as a bag, or as wall decoration already hung up and showing signs of use).
2. Model withdrawal form
(If you wish to withdraw from the contract, you can fill in this form and return it to us. It is not mandatory.)
To: Japan Essence e.U., Schalkham 12, 5202 Neumarkt am Wallersee, Austria, office@japan-essence.com
I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*): _______________
Name of consumer(s): _______________
Address of consumer(s): _______________
Date: _______________
Signature of consumer(s) (only if this form is notified on paper): _______________
(*) Delete as appropriate.
3. Our voluntary 30-day return (goodwill)
In addition to the statutory right of withdrawal, we voluntarily grant you a total of 30 days from receipt of the goods to request a return. This goodwill arrangement only extends the deadline – your statutory 14-day right of withdrawal under Section 1 remains unaffected and applies independently.
So that we can return the goods to sale smoothly, we kindly ask you to send them back as complete as possible and in a shippable condition – ideally in the original packaging. This is a request, not a condition for the return.
How to start a return: simply email us at office@japan-essence.com. You will then receive a confirmation and all information for the return shipment. Please do not send items back unannounced, so that we can correctly assign them.
4. Damaged or incorrect goods
Please inspect your order as soon as you receive it. If an item is defective, damaged or incorrectly delivered, please contact us immediately at office@japan-essence.com. We will then arrange a replacement or refund. Your statutory warranty rights remain unaffected.
5. Refunds
As soon as your return has reached us and been inspected, we will inform you. The refund will be made to the original means of payment – within the period stated above in the case of statutory withdrawal, and usually within 10 business days of inspection in the case of the voluntary goodwill return. Depending on your bank or payment provider, it may take some time for the amount to be credited.
6. Contact
Questions about withdrawal or returns? Email us anytime at office@japan-essence.com.
Japan Essence e.U. · Schalkham 12, 5202 Neumarkt am Wallersee, Austria