Refund policy

Refund & Return Policy
Last updated: October 11, 2026

At Tokyo Essentials, we want you to feel confident shopping for Japanese beauty products. This policy applies to orders delivered in Canada and the United States. For hygiene and product-safety reasons, change-of-mind returns are available only for eligible unopened, unused products. Damaged, defective, or incorrect items are handled separately below.

15-day return requests

To request a change-of-mind return, contact us within 15 calendar days of delivery. Your request must reach us within this period; the returned parcel does not need to arrive within 15 days.

Eligible products must be:

Unopened and unused, in their original manufacturer packaging, including original boxes and any seals or shrink wrap where originally supplied.
In resalable condition, without damage or alteration.
Accompanied by your Tokyo Essentials order number or receipt.

How to start a return

Email support@tokyoessentials.ca with your order number, the items you wish to return, and the reason. You may also use our Contact Us page.
Wait for our approval and return instructions. Approved returns are sent to Ontario, Canada; we will provide the correct address.
Hand the approved return to your carrier within 7 calendar days after approval, unless we agree otherwise in writing. Pack the items securely and retain your postage receipt. We recommend a trackable service.

Please contact us before sending products back so we can identify and process your return correctly.

Items not eligible for change-of-mind returns

Skincare, sunscreen, haircare, or makeup products that have been opened, unsealed, or used.
Items for which a return request is made after the 15-day request window.
Gift cards, except where a refund is required by law.
Products clearly identified as final sale before purchase.

Discounted products remain eligible under the usual return conditions unless clearly marked final sale before purchase. Free gifts and samples have no refundable purchase value.

These exclusions do not prevent us from reviewing damaged, defective, or incorrect items, including problems discovered after opening a product, and do not limit your statutory rights.

Damaged, defective, or incorrect items

Please inspect your order when it arrives. Report visible shipping damage or an incorrect item as soon as possible, ideally within 48 hours of delivery, to help us investigate promptly. This is a reporting preference, not an absolute deadline for assistance. If you discover a defect later, contact us as soon as you become aware of it; we will review your claim even if the product has been opened or the standard return window has passed.

Email us your order number and a description of the issue. Where possible, include clear photos of the affected product and any relevant packaging. Keep the product and packaging until we provide instructions.

For verified damaged, defective, or incorrect items, we will arrange a replacement at no additional cost or a refund for the affected item, including applicable tax and any applicable original shipping charge attributable to it. If the entire order is refunded because of a verified issue, we will also refund the original delivery charge. We cover necessary return and replacement shipping costs and will provide a prepaid return label or agree on reimbursement before you send anything back.

We aim to review a claim within 3 to 5 business days after receiving the information needed. We will confirm the resolution and expected dispatch date if a replacement is arranged. If a replacement is unavailable, we will offer a refund. Approved refunds are processed as described below.

Return shipping and refund amounts

For approved change-of-mind returns, you pay the return postage. We refund the amount actually paid for eligible returned items, after discounts, plus applicable sales tax. Original delivery charges are not refundable for change-of-mind returns, except where required by law.

For a partial return of a bundle or promotional purchase, the refund is based on the discounted amount allocated to the returned item on the order, not its full standalone price. A free gift or sample does not generate a cash refund.

Returns from the United States

The same return-request and mailing deadlines apply to US orders. Approved returns are sent to Ontario, Canada. Contact us first for the return address and customs instructions.

You pay return postage to Canada for change-of-mind returns. Tokyo Essentials covers necessary return shipping for verified damaged, defective, or incorrect items as described above.

If your order included duties or import taxes, contact us to confirm how those amounts will be handled. Their treatment can depend on whether the order has shipped and whether the charges have already been remitted. We will explain the applicable refund details when reviewing your request.

Inspection and refund processing

We aim to inspect your return and email you our decision within 5 business days of receiving it. If an item is ineligible, we will explain why. If more information or time is needed, we will let you know.

Approved refunds are processed to your original payment method within 3 to 5 business days after approval. Your bank or payment provider may take additional time to post the credit. Where applicable law requires a shorter timeframe, that timeframe applies.

Your consumer rights

Nothing in this policy limits rights or remedies that cannot be excluded under applicable law. The change-of-mind conditions and reporting preferences above do not replace those rights.