Refund policy
At Nihonhaus, we take great care to ensure all products are accurately represented and securely packaged. Because many of our products are imported directly from Japan, we do not accept returns for change-of-mind reasons, including size, colour, or preference.
We only accept returns or exchanges for defective, faulty, or incorrect items.
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1. Eligibility for Returns
We accept returns under the following circumstances:
• Incorrect Item Received
You received an item different from what you ordered, and the correct item is no longer available.
• Defective or Faulty Product
The product is damaged, faulty, or does not match its product description.
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2. Eligibility for Exchanges
We accept exchanges only when:
• The product is defective or faulty, and a replacement unit is available in stock.
If no replacement is available, the item will be processed as a return.
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3. Conditions for Returns or Exchanges
To qualify, items must be:
• Returned within 14 days of receiving your order.
• Unused, unworn, and unwashed.
• In original condition with all tags, seals, stickers, manuals, parts, and packaging intact.
• Returned with a valid proof of purchase.
We reserve the right to reject returns that do not meet these conditions.
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4. Exclusions (Non-Returnable Items)
We cannot accept returns or exchanges in the following cases:
• Damage after receipt caused by mishandling, misuse, or improper storage.
• Change-of-mind reasons, including size, colour, or personal preference.
• Items with hygiene or safety risks once opened (e.g., cosmetics, skincare, food, supplements, personal care items).
• Perishable or consumable goods.
• Items missing original packaging, parts, or accessories.
• Products purchased under clearance, final sale, or special conditions (where stated).
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5. Colour & Size Variations
While we strive to provide accurate descriptions and imagery:
• Colour may vary due to lighting, monitor settings, or device screens.
• Size measurements are approximate and may differ slightly due to manufacturing variations.
Minor variations in colour or size are not considered defects.
If you believe a product does not match its description or reasonable expectations, please contact our support team.
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6. Shipping Costs for Returns
If a return is due to a fault on our part (incorrect, defective, or misrepresented item):
• Nihonhaus will cover the return shipping cost.
For all other cases, return shipping is not applicable because we do not accept change-of-mind returns.
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7. Responsibility for Lost Return Parcels
We will issue a refund or store credit if a return parcel is lost in transit due to courier issues outside the customer's control, provided proof of shipment is supplied.
We are not responsible for lost parcels when:
• The customer provided an incorrect or incomplete address.
• The customer provided inaccurate contact details.
• The parcel was marked as delivered but not collected.
• The customer authorised unattended delivery (safe drop/ATL).
• The return parcel was shipped without a secure and trackable method.
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8. Refund Method
Once the return is approved:
• Refunds will be issued to your original payment method, or
• You may choose store credit if preferred.
Refunds may take 5-14 working days, depending on your payment provider.
We do not issue refunds or credits for change-of-mind reasons.
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9. Return Shipping Address
Returns will be sent to our Malaysian return centre:
Nihonhaus Sdn Bhd
C3-U3A-1, Solaris Dutamas (Publika), Jalan Dutamas 1, Kuala Lumpur, Malaysia
Please ensure the parcel is securely packed and shipped using a trackable service.
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10. How to Initiate a Return
To begin a return or exchange, please contact us with:
1. Order number
2. Photos or videos showing the issue
3. Description of the problem
Our team will guide you through the next steps.
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11. Cross-Border Orders
For international orders, this policy still applies.
However, return shipping methods and timelines may vary depending on the destination country.
Full details will be updated as we expand to additional markets.
