Refund policy

REFUND AND RETURN POLICY 

At Shinzo Japanese Gifts, we aim to provide efficient and quality services. We will work closely with you to ensure any issues are resolved in a timely and professional manner.

Under the circumstances of which a refund or return is to be pursued. Please refer to these following passages. The rights described in the following passages are in addition to the rights which you are entitled to as a consumer under the Australian Consumer Law and other applicable Australian consumer protection laws and regulations.

Please note: Shinzo Japanese Gifts will not accept requests for refunds or returns due to a change of mind. All returns must be sent back in the same condition it was sent to the customer i.e undamaged and sealed.

As a customer of Shinzo Japanese Gifts, you are entitled to request either a refund or replacement in the case that there is a major problem (refer to ACCC.gov for more details pertaining to the definition of “major problem”) with the product upon receiving your order.

As a customer of Shinzo Japanese Gifts, you as a customer are entitled to request the return of a product if you believe that there is a problem with the product such as a mis-description on our website (Please note: images are for reference only). 

Shinzo Japanese Gifts allows for a 14-day grace period from which your order is delivered. Simply contact our team at info@shinzojapanesegifts.com.au within 14-days from the date you receive the product for us to discuss a suitable solution with you.

Refunds will be processed through your original payment method. Please expect 7-10 business days for the refund to finalise.

Replacements will be of the same product, however, should stock of that item be limited, Shinzo Japanese Gifts may offer a choice for either a variation of the same product as a replacement item or a refund.

Customers will be responsible for postage fees. However, Shinzo Japanese Gifts will cover the costs of postage, if there is an obvious fault in the product.

Shinzo Japanese Gifts will reserve the rights to requesting a payment for transport or inspection costs if the product is found to not have a problem. An estimate of this cost will be provided upon request.

Shinzo Japanese Gifts reserves the right of final decision in case of any disputes.

 

WHAT TO DO IF YOU WANT TO REFUND OR RETURN AN ITEM

Under the circumstances of which a refund or return is to be pursued please consider our previous passage.

Simply contact our Shinzo Japanese Gifts team within 14 days from the date you received the product.

This can be done by contacting us through email at info@shinzojapanesegifts.com.au Our team will reply within 1 - 2 business days. Please clearly state the problem and attach any relevant documents: images or videos

Please note: Shinzo Japanese Gifts will try to the best of our abilities to produce the highest quality products for our customers. If any issues are discovered with products prior to delivery, the Shinzo Japanese Gifts Customer Service Team will contact you immediately through your provided email OR phone number. Your order will be placed on hold until we hear back from you. If we do not hear back from the customer within 7 days of contact, items with defects will be refunded, and the order will proceed.

 

BLIND BOX POLICY

We love the excitement and surprise of blind boxes—and we hope you do too! Please read our policy before purchasing:

1. No Returns or Exchanges

All blind box sales are final. Due to the nature of blind boxes (random, sealed items), we do not offer refunds, returns, or exchanges if you receive a duplicate or a character you weren’t hoping for.

2. No Character Guarantees

Blind boxes are pre-sealed by the manufacturer. We cannot guarantee or accommodate requests for specific characters or designs.

3. Damaged or Defective Items

If your item arrives damaged or defective (not due to packaging damage or character preference), please contact us within 7 days of receiving your order with photos, and we’ll do our best to help.

4. Duplicates

We understand that receiving duplicates can be frustrating, especially when buying multiple boxes. However, duplicates are a natural part of the blind box experience and are not considered defects.

5. Box Condition

While we take care to pack items safely, minor wear on the outer box can occur during shipping. This does not qualify for a refund or exchange.

Thank you for understanding and supporting the magic of surprise!

 

PLUSHIES POLICY

1. No Returns or Exchanges for Change of Mind

Due to hygiene and product handling concerns, we do not offer returns or exchanges if you change your mind or order the wrong item.

2. Quality & Variations

Each plushie is carefully inspected before shipping. Please note, small differences in stitching, embroidery, or shape can occur and are not considered defects—they make each plushie unique!

3. Sourced with Care

Our plushies are sourced from trusted suppliers. While some are inspired by popular styles or characters, please check product descriptions for brand or licensing details.

4. Defective or Damaged Items

If you receive a plushie that is damaged or defective (not including slight imperfections from shipping or manufacturing quirks), please contact us within 7 days of receiving your order, including clear photos, and we’ll assist you.

5. Collector’s Note

Some plushies are limited or seasonal. We cannot guarantee restocks or specific future availability, so if you see one you love—grab it while you can!

6. Packaging & Shipping

We pack plushies carefully, but sometimes they may arrive a little squished. A gentle fluff and rest will help them bounce back to their full cuteness.