Refund policy
REFUND POLICY
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
RETURN ELIGIBILITY & PERIOD
To be eligible for a return, your item must be in the same condition that you received it. For our authentic Japanese retro games, items must maintain their original condition with any included packaging, manuals, or accessories intact. Return requests must be initiated within 30 days of delivery confirmation. Custom orders and digital products are non-returnable.
RETURN SHIPPING COSTS
• Defective or damaged items: We provide prepaid return labels at no cost to you
• Customer preference returns: Customer is responsible for return shipping costs
• We strongly recommend using tracked shipping services with insurance for all returns • Return shipping from your country to Japan may take 2-4 weeks
CUSTOMS & IMPORT DUTIES
• Import duties, taxes, and customs fees are the customer's responsibility
• These costs are not included in item price or shipping charges
• Customs fees are non-refundable even if the item is returned
• Please check your country's import regulations before purchasing
• Please retain all customs documentation for potential returns
DAMAGES AND ISSUES
Please inspect your order upon delivery and contact us within 7 days if the item is defective, damaged, or incorrect. Include clear photos of the product and packaging with your inquiry. We will evaluate the issue and provide return instructions within 24-48 hours.
DEFECTIVE ITEM PROCEDURE
1. Contact us within 7 days of delivery: info@enjoygamejapan.online
2. Include your order number and clear photos showing the defect or damage
3. Provide detailed description of the issue
4. We will respond within 24-48 hours with return instructions
5. We cover all return shipping costs for defective items
EXCHANGES
Due to international shipping complexities and inventory management, we do not offer direct exchanges. Please return the original item for a refund and place a new order for your preferred item.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
European Union 14 day cooling off period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason without justification. Your item must be in the same condition as received, with original packaging when possible. You’ll also need the receipt or proof of purchase.
REFUNDS
We will notify you once we've received and inspected your return. If approved, refunds are processed as follows:
• Processing time: 5-7 business days after item inspection
• Credit card refunds: 3-10 business days depending on your bank
• Original shipping costs are non-refundable unless item was defective
Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@enjoygamejapan.online.
CONTACT INFORMATION
Business Name: Enjoy Game Japan
Email: info@enjoygamejapan.online
Phone: +81-70-8398-5547
Business Hours: Monday-Friday 10:00-17:00 (Japan Standard Time, GMT+9)
Response Time: Within 24 hours
Return Address: Tomonari Shimizu 88-1 Ikemicho, Toyohashi, Aichi, 440-0827 Japan
IMPORTANT NOTES FOR INTERNATIONAL CUSTOMERS
• All items are authentic Japanese products with NTSC-J region specifications
• Please verify game compatibility with your console before purchasing
• We recommend purchasing shipping insurance for valuable returns
• Some countries may require customs declarations for returned items For any questions about returns, please contact us at info@enjoygamejapan.online and we will respond within 24 hours.