If you wish to return any item to us, please contact us at info@japana.uk before you post it.

You are welcome to return your purchase within 30 days under our money back guarantee.

Return postage

Please include your original invoice or at least a note with an order number or your name and contact details and ensure it is packaged up safely and securely.

All items returned to us should be posted recorded delivery or with a courier that provides a proof of postage. Any item lost in the postal system is the responsibility of the poster until it arrives back.

Postage refunds

All returned items will be posted at the buyers expense other than where it’s a manufacturers fault.

In this instance we will be happy to refund any postage costs along with arranging a replacement. You will need to send us a copy of your postage receipt in order to receive a refund.

Manufacturer faults

If you are returning a knife you believe is in some way defective please let us know. We personally inspect every knife prior to posting and package them carefully to ensure they arrive in perfect condition.

Chips, wear and tear and damage caused by improper use over time do not constitute a manufacturer fault but if your knife has been damaged in some way, we can repair it in almost all cases so don’t panic!

Please note: This does not apply to knives sold from the ‘seconds’ range.
Please also note that personalised (so any engraved or made to special order) items can not be returned, unless they are faulty.

Whetstones

Whetstones and any grinding stones are products of the most fragile nature. It is not possible to completely prevent minor fractures in the stone corners in the shipment. Despite all our efforts and despite good and meticulous packaging, there are cases where the stones come with slight fractures in their corners and edges. We therefore declare in advance that we do not take responsibility for minor fractures at the edges of the stone. In the case of courier delivery where a stone is received with a slight fracture in the corner / edge, the product will not be replaceable, nor is it necessary because it will serve you properly without any problem. We are sorry for the inability to take full responsibility for the stones, but we have a choice between this or to stop selling stones at all.We thank you for your understanding.

Backordered items

Please note that we do not refund backordered orders which are being processed. Shall you wish to return backordered item and get the refund, first you need to receive the item. This is due to the fact, that backordered items are usually done upon client’s request and are extremely scarce.
Please note that backorder waiting times are clearly indicated on product’s page and real waiting time may shorten or be prolonged due to the short supply of the goods. Shall the indicated waiting time be longer than initially stated, we will inform you as soon as we become aware of it.

Refund professing times

Refunds are processed within 30 working days.