Returns & Refunds
RETURNS & REFUNDS
Right of withdrawal
If you are a consumer in the European Union, you generally have the right to withdraw from your online purchase within 14 days without giving a reason.
The 14-day withdrawal period starts on the day you, or a person designated by you, receives the goods.
To exercise your right of withdrawal, please contact us with a clear statement that you wish to cancel your purchase. You can do this by email at:
You may use the model withdrawal form provided below, but you are not required to do so.
After notifying us that you wish to withdraw, you must return the goods to us without undue delay and no later than 14 days after notifying us of your withdrawal.
Condition of returned items
During the withdrawal period, you may handle and inspect the product to the extent necessary to determine its nature, characteristics and functioning, as you would normally be able to do in a physical store.
Please return the item in a condition that prevents unnecessary damage and, where reasonably possible, in its original packaging.
If the product has been handled beyond what is necessary to establish its nature, characteristics or functioning, we may be entitled to deduct an amount from the refund to compensate for any resulting loss in value, as permitted by applicable law.
Some products may be excluded from the statutory right of withdrawal under applicable law, for example certain personalised or made-to-order products or sealed goods that cannot be returned for hygiene or health reasons once unsealed. Where an exception applies, this will be indicated before purchase.
Return shipping costs
If you return an item because you have changed your mind, you are responsible for the cost of returning the item to us, unless otherwise stated or required by law.
We recommend using a tracked shipping service and keeping proof of postage, as we cannot be responsible for returns that do not reach us.
Refunds
If you exercise your statutory right of withdrawal, we will refund the payments we have received from you, including the cost of our standard delivery service.
If you selected a more expensive delivery option than our cheapest standard delivery option, we are not required to refund the additional cost.
We will issue the refund without undue delay and, in principle, within 14 days after receiving your withdrawal notification. We may wait until we have received the returned goods or you have provided evidence that you have sent them back, whichever occurs first.
Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed.
Exchanges
If you would like to exchange an item for another product, please contact us at shop@monojapan.nl.
Exchanges are offered at our discretion and are subject to availability. Your statutory right of withdrawal and legal rights regarding defective or non-conforming products are not affected.
Damaged, defective or incorrect items
If your order arrives damaged, defective, or does not correspond with what you ordered, please contact us as soon as possible at shop@monojapan.nl, preferably with photographs of the product and packaging.
Please keep the original product and packaging until we have advised you what to do.
Where a product is defective or does not conform to the contract, your statutory consumer rights apply. Depending on the circumstances, you may be entitled to repair, replacement, a price reduction or a refund. These rights are separate from the 14-day right of withdrawal.
For defective products covered by your statutory rights, you will not be charged the cost of returning the product.
Returns from outside the European Union
For returns from outside the EU, the customer is responsible for complying with applicable customs requirements and for any return shipping costs, duties or customs charges, except where applicable law provides otherwise.
Please contact us before returning an international order so that we can provide the appropriate return instructions.
Contact
For questions about returns, refunds, exchanges or damaged products, please contact:
MONO JAPAN ALL V.O.F.
Trading as MONO JAPAN STORE
Pannekoekstraat 51A
3011 LC Rotterdam
The Netherlands
Email: shop@monojapan.nl