Refund Policy

Last updated: June 2025

Thank you for shopping with KADO Japan. We source authentic products directly from Japan — including items from Pokemon, Disney, AmiAmi, Nintendo, and many independent Japanese retailers. Because of the nature of international import commerce, our return and refund policy differs from domestic retailers. Please read this policy carefully before placing your order.

All Sales Are Final

Due to the import nature of our business, all sales are final. Once an order has been placed and confirmed, we are unable to cancel, modify, or refund it for reasons of personal preference or change of mind. Japanese retailers and distributors do not accept returns from international importers, which means we cannot return items to our suppliers once they have been purchased on your behalf.

We strongly encourage you to review product descriptions, dimensions, age ratings, and photos in full before completing your purchase. If you have any questions about a product prior to ordering, please contact us at support@kadojapan.com before placing your order.

Exceptions: Damaged or Defective Items

We take great care in packing every order. However, damage can occasionally occur during international transit. If your item arrives damaged, defective, or significantly not as described, you may be eligible for a replacement or store credit under the following conditions:

You must report the issue within 7 calendar days of the delivery date as recorded by the carrier.
You must submit clear photographic evidence of:
- The damaged or defective item(s)
- The original outer packaging (box, mailer, or poly bag)
- The inner packaging and any protective materials
- The shipping label
Reports submitted after the 7-day window will not be eligible for a remedy, regardless of circumstance.

To submit a damaged item report, email support@kadojapan.com with the subject line "Damaged Item — Order #[your order number]" and attach all required photos.

How Damaged Item Claims Are Processed

Once we receive your report and photos, we will:

Review and verify your claim within 3–5 business days.
File a claim with the shipping carrier on your behalf if the damage is transit-related.
Offer you one of the following remedies at our discretion, subject to availability:
- Replacement: We will ship an identical or equivalent replacement item to you at no additional cost.
- Store Credit: If a replacement is unavailable, we will issue store credit equal to the full value of the affected item, valid for 12 months from the date of issuance.

We do not offer cash refunds for damaged items. The resolution offered (replacement or store credit) is determined by product availability and the outcome of any carrier claim.

Items Not Eligible for Any Remedy

The following are not eligible for replacement or store credit under any circumstances:

Items reported damaged more than 7 days after delivery
Items damaged due to customer misuse, assembly errors, or improper storage
Items where packaging shows no external damage (manufacturing defects that were not reported within the window)
Digital goods, downloadable content, or serial codes once activated
Pre-order items that are cancelled or delayed by the manufacturer — see Pre-Orders section in our Terms of Service
Opened collectible cards, trading card packs, blind boxes, or mystery items (the randomised nature of these products is inherent)

No Change-of-Mind Returns

We do not accept returns for any reason other than damage or defect as described above. This includes but is not limited to: disliking a product after receipt, ordering the wrong item, receiving a gift duplicate, or deciding you no longer want the item. We are not a domestic retailer and cannot absorb the cost of return international shipping or restocking in these circumstances.

Customs Duties, Taxes, and Import Fees

KADO Japan ships all orders from Japan. Your order may be subject to customs duties, import taxes, VAT, or other government-imposed fees upon arrival in your country. These charges are the sole responsibility of the buyer and are not included in our product prices or shipping fees.

KADO Japan has no control over customs processes and cannot predict what charges, if any, will apply to your shipment. We will not alter customs declarations, mark packages as "gift," or undervalue shipments upon request, as this is illegal under both Japanese export law and the import laws of most countries.

If a package is refused at customs or returned to us due to unpaid duties, we will not issue a refund. If the item is successfully returned to us, we may offer store credit minus the original shipping cost and any return shipping or handling fees incurred.

Address Errors and Undeliverable Packages

It is your responsibility to provide a complete and accurate delivery address at checkout. KADO Japan is not liable for packages that are lost, delayed, or undeliverable due to an incorrect or incomplete address provided by the customer. If a package is returned to us as undeliverable, we will contact you to arrange reshipment at your cost. We will not issue refunds for undeliverable packages.