Your trust matters. This Refund Policy explains when service fees may be refunded and how decisions are made.
It applies to logistics/fulfillment service fees provided by Ezbuy Japan. It does not automatically apply to the underlying goods unless a separate written agreement states otherwise.
1. What this policy covers
Refund consideration may apply to service fees related to:
- Logistics/fulfillment services (e.g., warehousing, handling, pick & pack, packing services)
- Value-added services (if applicable) only if not started
- Requests that are cancelled before execution begins and before third-party costs are incurred
2. Refund window (30 calendar days)
You may request a refund within 30 calendar days from the service charge date or invoice date (whichever applies).
Requests submitted after this window may not be eligible for review.
3. Non-refundable charges (already-incurred costs)
To avoid losses from costs that cannot be recovered once incurred, the following are generally non-refundable:
- Carrier/postage charges and shipping label fees once purchased
- Customs duties/taxes, inspection fees, and any government/third-party charges
- Charges for services already performed (e.g., receiving, inspection, storage time used, picking/packing, repacking, dispatch)
- Bank transfer fees, card/payment processing fees, and other transaction fees charged by payment providers
- Any costs incurred due to incomplete/incorrect documentation or prohibited/restricted items
4. Partial refunds (when services are partially performed)
If a request is approved and the service has been partially performed, Ezbuy Japan may issue a partial refund for the unperformed portion only, after deducting:
- Third-party charges already incurred (carrier, customs, etc.)
- Labor/handling steps already completed
- Storage/processing time already used
- Any non-refundable fees listed in Section 3
This ensures you do not pay for work not performed, while completed work and non-recoverable costs are not refunded.
5. Cancellations
- Before execution starts: If you cancel before work begins and no third-party costs are incurred, the related service fee may be refundable.
- After execution starts: If work has started or third-party costs are incurred, cancellation may be limited and refunds (if any) will follow Section 4.
6. How to request a refund
Please email [email protected] and include:
- Invoice/transaction reference
- Service name(s) and date(s)
- Reason for the request
- Supporting documents (if any)
We may request additional information to validate service execution and third-party charges.
7. Refund method and processing (depends on case)
Approved refunds are processed based on case assessment and may be issued via:
- the original payment method, or
- bank transfer, or
- account credit / service credit for future services (when appropriate)
Ezbuy Japan determines the refund method to:
- reflect non-recoverable costs (e.g., payment provider fees, carrier charges), and
- reduce processing risk and fraud exposure.
Any transaction, bank, or payment provider fees may be deducted as stated in Section 3.
8. Disputes and chargebacks
If you believe a charge is incorrect, please contact us first at [email protected] with supporting records (invoice reference, timeline, and evidence).
If a chargeback is filed without prior contact or without reasonable supporting documentation, Ezbuy Japan may:
- suspend current requests and future service access until the case is resolved,
- submit service execution records to the payment provider as evidence,
- require additional verification or prepayment for future transactions.
9. Abuse prevention and right to refuse
Ezbuy Japan reserves the right to refuse refund requests in cases including but not limited to:
- repeated disputes without supporting documentation
- suspected fraud, manipulation, or misuse of the refund process
- requests involving prohibited/restricted items, illegal origin, or unclear documentation
- behavior that creates operational risk or unreasonable loss for Ezbuy Japan or its partners
We may also limit or suspend service access where necessary to protect service integrity, warehouse safety, and partner compliance.
10. Policy updates and precedence
Ezbuy Japan may update this Refund Policy from time to time. The latest published version on this website applies.
If there is a conflict between this Refund Policy and a written proposal/statement of work/invoice terms for a specific engagement, the written commercial documents (invoice/SOW) will take precedence for that engagement.
