Refund policy
Last updated: October 16, 2026
Every HANKO JAPAN seal is individually made for your chosen name or design. We take great care in preparing each order and want you to feel confident in your purchase. Please review our return and refund policy below.
Made-to-Order & Personalized Items
All physical Hanko products are custom-made and personalized according to each customer's specifications.
For this reason, we generally cannot accept returns, exchanges, or refunds for changes of mind, personal preferences, or mistakes in the engraving information provided at checkout.
This does not affect your rights in the event of a defective, damaged, or incorrect item, or any rights provided by applicable consumer protection laws.
Damaged, Defective or Incorrect Items
Please inspect your order upon arrival. If your Hanko arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery, where possible.
To help us review the issue, please include:
- Your order number
- A brief description of the issue
- Clear photographs of the item and its packaging
Once we have reviewed the details, we will arrange an appropriate solution, such as a replacement, reproduction, or refund.
If the issue is confirmed to be our error or a product defect, HANKO JAPAN will cover any necessary return shipping costs.
How to Request a Return
Before returning any item, please contact us at contact.hankojapan@gmail.com .
If a return is necessary, we will provide instructions on how and where to send the item. Please do not send items back without contacting us first.
Exchanges & Replacements
We do not offer exchanges for changes of mind or personal preferences, as each Hanko is made specifically for its owner.
If your item is defective, damaged, or incorrect, we will review the issue and arrange a suitable resolution, which may include remaking the Hanko, providing a replacement, or issuing a refund.
Order Changes & Cancellations
Because each Hanko is personalized, production may begin shortly after an order is confirmed.
If you need to change your engraving details, shipping address, or cancel your order, please contact us as soon as possible. We will do our best to accommodate requests before production begins.
Once production has started, changes or cancellations may no longer be possible.
Customs-Related Returns
International orders may be subject to import duties, VAT, and customs clearance fees imposed by the destination country. These charges are generally the responsibility of the recipient.
If a customer refuses to pay applicable import charges or declines delivery, the resulting return does not automatically qualify for a cancellation or refund.
Any additional shipping, return, or customs-related costs resulting from such refusal may be the responsibility of the customer.
Exceptions will be made where required by applicable law or where the issue results from an error on our part.
For further details, please refer to our Shipping & Delivery Policy .
Refund Processing
If a refund is approved, it will be issued to the original payment method.
Refunds are generally processed within 10 business days after approval. Additional time may be required for your bank or payment provider to complete the transaction.
EU/UK Consumer Rights
Consumers in the European Union and United Kingdom may have statutory rights to cancel certain online purchases within 14 days of delivery.
However, goods made to a customer's specifications or clearly personalized are generally exempt from the standard 14-day withdrawal right under applicable EU and UK consumer regulations.
As HANKO JAPAN's physical seals are individually personalized with the customer's chosen characters or design, this exception will generally apply.
This does not limit any statutory rights relating to defective, damaged, or incorrectly supplied goods.
Contact Us
If you have any questions about returns, replacements, or refunds, please contact us:
HANKO JAPAN
Email:
contact.hankojapan@gmail.com
Based in Tokyo, Japan