Refund policy

Your right to cancel an online consumer order

Tell us that you wish to cancel within 14 days after delivery. You then have a further 14 days from telling us to send the goods back. You do not have to give a reason. These rights apply to sale and clearance items too.

Email support@japanscissors.co.uk with your order number and the items you wish to return. We will provide the correct return address and instructions for your order. Please do not send goods to a correspondence or billing address without those instructions.

Inspecting and returning your scissors

You may handle the goods as you reasonably would in a shop to establish their nature, characteristics and functioning. Keep the packaging and accessories where possible and pack the blades safely. We may deduct an amount for diminished value caused by handling beyond what is necessary; there is no automatic restocking fee for exercising your statutory cancellation right. Using scissors for customer haircuts may go beyond necessary inspection, but does not automatically remove all statutory rights.

You pay the direct cost of returning a change-of-mind order. Choose a suitable tracked service and keep proof of posting. Contact us about faulty, damaged or incorrect goods so we can arrange an appropriate return at our expense.

Refunds

For a valid cancellation, we refund the goods and the cost of our least expensive standard delivery option. If you chose a more expensive service, the additional delivery cost is not refundable under the cancellation right. We use the original payment method unless you agree otherwise, without a refund fee.

We refund without undue delay and no later than 14 days after we receive the returned goods or you provide evidence that you sent them back, whichever is earlier. We may withhold the refund until one of those events occurs. Your bank or payment provider may then take additional time to show the credit.

Exceptions and faulty goods

The change-of-mind right can have legal exceptions, including goods made to your specifications or clearly personalised. Any exception must actually apply to your order; a sale label or an opened ordinary scissor box alone does not create an exception.

For consumer purchases, goods must be as described, of satisfactory quality and fit for purpose. The Consumer Rights Act 2015 can give a short-term right to reject faulty goods within 30 days, followed by repair, replacement or other remedies as the law provides. A legal time limit for bringing a claim is not a six-year product warranty. Manufacturer warranties are separate and do not replace statutory rights.

Tell us about a problem promptly, with your order number and a description; photos can help. A request for photos or a quick report does not remove your statutory rights. We will assess faults individually, including whether damage results from misuse or normal wear.

Exchanges and help

Ask us about an exchange and availability before posting. You do not have to accept store credit instead of a statutory refund. For warranty or care questions, see our warranty and support guide. Nothing on this page limits your legal rights.