Last updated On: 8th July 2026
At Tōya, we want your shopping experience to feel simple, secure, and enjoyable. This policy explains your rights and our procedures for cancellations, returns, and refunds.
Order Cancellation
Sometimes plans change. As we aim to dispatch orders quickly, as fast as the same day and up to 2 working days, there is a limited window to cancel before dispatch.
- To cancel your order, please contact us at hello@toyajapan.co.uk as soon as possible with your order number.
- Alternatively, you can use the self-serve cancellation option in your account profile, or from https://account.toyajapan.co.uk.
- If your order has not yet been dispatched, we will cancel it free of charge and issue a full refund, including any shipping fees paid.
- Once an order has been dispatched, it can no longer be cancelled. Please refer to the section below, which sets out your right to return items after delivery.
Returns
As an online retailer selling to customers mainly in the UK, we are required by the Consumer Contracts Regulations 2013, to offer you the following statutory cancellation rights.
- You have the right to cancel any order without giving a reason within 14 calendar days. This period begins the day after you receive your items.
- Example: if your order is delivered on 1st July, your cancellation window runs until 11:59pm (UK time) on 15th July.
- To exercise this right, you must notify us of your decision to cancel before the 14 day period expires, by email at hello@toyajapan.co.uk or from our web-chat tool.
- You must return goods to us without undue delay and no later than 14 days after notifying us of your cancellation.
- Items must be unused and in their original condition and packaging - in the same condition as received.
- The cost of return shipping is your responsibility unless the goods are faulty, damaged, or incorrectly sent (see section below).
- Refunds are issued to your original payment method.
- Customers in the EU and the US may have additional or different cancellation rights under applicable local consumer protection laws.
Product-specific conditions
- Obi items (i.e runners and cushions)
Our Obi items are vintage pieces. Due to the inherent variability of vintage goods and the difficulty of accurately assessing prior use once an item leaves our premises, we are generally unable to accept returns of Obi items. We take care to describe and/or photograph these items accurately before sale. - If an Obi item is faulty, damaged in transit, or does not match its description, you retain full rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013. Contact us and we will resolve the issue.
Returns covered by us (free of charge)
If the issue is our responsibility, we will refund the full price of the items plus the standard outbound delivery charge within 14 days of receiving the returned items (or proof of return, whichever is earlier) if:
- The item has a manufacturing defect.
- The wrong item was shipped to you.
- The item was damaged during delivery.
If you chose a express delivery option, we will only refund the cost of the least expensive standard delivery we offer.
Returns accepted at customer’s expense
If your order was delivered correctly but you have changed your mind and your order falls within your statutory 14 day cooling-off period:
- Returns are accepted, but the you must cover return shipping to the UK.
- A £2.00 restocking fee applies per item returned under this policy.
- Outbound shipping fees are not refundable.
Refunds
We aim to make the refund process straightforward:
- Refund requests must be made within 14 days from the date of delivery.
- Once your return is received and inspected, we will notify you by email of the outcome.
- Approved refunds are processed to your original payment method within 5-14 working days of us receiving the return.
- If you have not received your refund after 14 working days, please first check with your bank, then contact us at hello@toyajapan.co.uk.