Refunds and returns

Withdrawal from the contract

If you are a consumer - in principle, you have the right to withdraw from a distance contract.

You can withdraw from the contract by submitting a declaration of withdrawal from the contract, e.g. by e-mail sent to the following address: kontakt@japoniacentralna.pl

Return the item to us immediately to the following address: 42 Zwycięzców St., 03-938 Warsaw, but not later than within 14 days from the date on which you rescinded the contract.

You can withdraw from the contract within 14 days.

The fourteen-day period for withdrawal from the contract begins:

• for the contract in which we issue the item, being obliged to transfer its ownership - from taking possession of the item by you or a third party designated by you, other than the carrier,
• for digital content - from the date of the contract.

To meet the deadline, it is enough to send a statement before its expiry.

Payments made by you, including the costs of delivering items on the terms set out in the Terms and Conditions, will be refunded to you immediately, but not later than within 14 days from the date of receipt of the declaration of withdrawal from the contract.

We may withhold the reimbursement of the payment received from you until we receive the goods back or you provide proof of sending them back, whichever occurs first.

Remember that the right to withdraw from a distance contract is not available to the consumer, among others in relation to the contract:

• where the subject of the service is a non-prefabricated item, manufactured according to the consumer's specifications or serving to satisfy his individual needs,
• where the subject of the service is an item that deteriorates quickly or has a short shelf-life,
• where the subject of the service is an item delivered in a sealed package, which cannot be returned after opening the package due to health protection or hygiene reasons, if the package has been opened after delivery,
• in which the subject of the service are sound or visual recordings or computer software delivered in a sealed package, if the package has been opened after delivery,
• for the delivery of digital content that is not recorded on a tangible medium, if the performance began with the consumer's express consent before the deadline to withdraw from the contract and after informing the entrepreneur about the loss of the right to withdraw from the contract.

Detailed information on withdrawing from the contract can be found in our Terms and Conditions.

Complaints

If you are a Consumer, if the goods purchased from us prove to be defective, you have the right to make a complaint based on the warranty. It is best to submit a complaint to the e-mail address: kontakt@japoniacentralna.pl or by post to the address of Okage Planet Sp. z o.o., 18 Twarda St, 00-105 Warsaw.

The advertised goods should be sent to the following address: 42 Zwycięzców St, 03-938 Warsaw.

Due to the defect, you can request:

• that the item be replaced with a non-defective,
• removal of the defect.

or make a statement about:

• lowering the price,
• withdrawal from the contract - in the event of a substantial defect.

We are responsible to you for defects found within two years from the date of delivery of the item.

As a rule, you can file a complaint within one year of noticing the defect, but the time to file a complaint cannot end before the seller's liability period expires.

Consideration of your complaint (response to it) will take place within 14 days from the date we receive your complaint.

More information on the complaint can be found in our Terms and Conditions.