Company Policy

Company Policy

Terms & Conditions

The following Terms and Conditions apply to all transactions on the web site. Please scroll through this screen, read them carefully and print a copy for future reference.

Customize orders, Special orders are NON RETURNABLE and CANNOT BE CANCELLED once placed due to the custom and hand made to order processes involved. Personalized any and all pieces and all types cannot be returned for any reason.

Custom Orders & Close Out Items:

Customized and Custom Made items cannot be returned. These are orders by which the customer chooses the color design, frame, any and all pieces , personalized products etc and all types ). Japonalia will make a fair attempt to offer alternatives that address your concern. Items marked Close Out are not returnable – . Close out and sale items are not returnable or exchangeable.

Product Returns:

International Orders shipped via a freight forwarder to points outside Hong Kong are NON- RETURNABLE.

STOCKED INVENTORY (non-custom): If you are unsatisfied with your purchase, our Customer Service Department will assist you within 3 business days with the proper return approval & shipping instructions.

Customers are responsible for returning the item in the original shipping containers and in saleable condition. (in these circumstances Japonalia will not be responsible for the cost of returning goods)

All goods returned must be unused, unopened and in the same condition as they were originally despatched from We will not accept for exchange or refund any item which has been used, or is not in the exact condition in which it was despatched by us

Substitute Goods

The items delivered to you may differ slightly from the images shown on the site . We reserve the right to substitute items of a similar description and standard if the requested items are not available but we will use reasonable endeavours to match your order.

Until we have received you return items, you are responsible for their safe keeping and taking reasonable care of them. We do not accept liability for returned packages damaged during transit back to us. It is your responsibility to wrap products adequately to prevent damage.

Product images are for illustrative purposes only and may differ from the actual product. Due to differences in monitors, colours of products may also appear different to those shown on the site.


Products Details
Some products may have an associated image or photo. These are for reference only and should be considered illustrative.

Sales on this web site are governed by China law and you agree to submit any dispute to the exclusive jurisdiction of the China courts. All orders are subject to these Terms and Conditions, and no amendments will be accepted by us.