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 cover the return shipping, at no cost to you
• Change-of-mind returns: you can return an item for any reason within 30 days of delivery. You pay the return shipping cost.
• Items sold "for parts or not working" cannot be returned.
• 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
The customs note above applies to every country, including the United States: import duties and taxes are not included in the price and not collected at checkout. Your country’s customs decides the amount, and the carrier will ask you to pay it before or at delivery.
DAMAGES AND ISSUES
Please inspect your order when it arrives. If the item is defective, damaged, or not the item you ordered, contact us within 30 days of delivery. Please include clear photos of the product and the packaging. We will look at the problem and send you return instructions as soon as we can.
DEFECTIVE ITEM PROCEDURE
1. Contact us within 30 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 send you return instructions as soon as we can
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 email you return instructions and our return address. 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. This 14-day right is set by law. It comes in addition to our 30-day returns, so customers in the EU can also return an item within 30 days of delivery.
REFUNDS
We will notify you once we've received and inspected your return. If approved, refunds are processed as follows:
• Processing time: within 5–7 business days after we receive the item
• 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 70-8414-5662
Replies: We read every message and reply as soon as we can. Sometimes it may take us a little while — thank you for your patience.
Return Address: Tomonari Shimizu 113 Uomachi, Toyohashi, Aichi 440-0894, 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 reply as soon as we can. Sometimes it may take us a little while — thank you for your patience.