Refund policy
Thank you for shopping at HANKO JAPAN.
Custom-made products
As our hanko stamps are custom-made products personalized with your name, we generally do not accept returns or exchanges due to customer preference or change of mind.
Return eligibility
Returns are accepted only in the following cases within 7 days of receiving your item:
- The item is defective or damaged
- You received the wrong item
- The item was damaged during shipping
To be eligible for a return under the above conditions, your item must be in the same condition that you received it, unused, and in its original packaging. You'll also need the receipt or proof of purchase.
How to initiate a return
To start a return, please contact us at contact.hankojapan@gmail.com with:
- Your order number
- Photos of the item showing the defect or damage
- A description of the issue
If your return is accepted, we'll provide you with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Return address
Approved returns should be sent to the address we provide via email after your return request is accepted.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Non-returnable items
- Custom-made hanko stamps (except for defects or errors on our part)
- Items without defects or damage
- Items returned after 7 days of delivery
Cancellations
- Orders can be cancelled for a full refund before production begins
- Once production of your custom hanko has started, cancellations cannot be accepted
- Please contact us at contact.hankojapan@gmail.com as soon as possible if you need to cancel
Exchanges
Due to the custom nature of our products, we do not offer direct exchanges. If you received a defective or incorrect item, please contact us for a return and refund, then place a new order with the correct specifications.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. 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 contact.hankojapan@gmail.com.
For defective or incorrect items, we will also refund the return shipping costs.
If more than 15 business days have passed since we've approved your return, please contact us at contact.hankojapan@gmail.com.
Contact us
If you have any questions about our refund policy, please contact us at: contact.hankojapan@gmail.com
Operated by: Kan Takahashi
Founder, HANKO JAPAN
Based in Tokyo, Japan