Refund policy

Last updated: November 11, 2026

We want you to love what you buy from Japan House. Because many of our products are collectibles, sealed model kits and delicate tableware, please read our return policy before you order.

Opened items: no returns or exchanges

All sales are final on any item that has been opened, used, assembled, or removed from its original sealed packaging. This includes model kits (Gunpla), figures, blind boxes and mystery items, trading cards, beauty and personal care products, and incense.

Unopened items

Unopened items in their original, undamaged packaging may be returned or exchanged within 14 days of delivery or in-store purchase.

To start an online return, email info@japanhousetx.com with your order number. Returns sent without contacting us first can't be accepted.
Return shipping is paid by the customer unless the return is due to our error. Original shipping charges are not refunded.
You can also return unopened online orders in person at our Houston store with your order confirmation.
Approved refunds go back to the original payment method within 5–10 business days after we receive and inspect the item.

Final sale items

Items marked as final sale or clearance, pre-order deposits, gift cards, and Black Friday doorbuster items cannot be returned or exchanged.

Damaged, defective or incorrect items

We pack every order carefully, especially ceramics and glassware. If your order arrives broken, defective, or isn't what you ordered, email info@japanhousetx.com within 48 hours of delivery with your order number and photos of the item and packaging. We'll send a replacement or issue a refund at no cost to you. Please keep the item and packaging until your claim is resolved.

In-store purchases

The same policy applies to purchases made at our Houston store. Please bring your receipt.