Return & Refund Policy

Thank you for shopping with DBJP.
Because all orders ship from Japan to Canada, international shipping costs are high, and returns are complex. For this reason, we operate with a final sale policy, with limited exceptions as described below.

This policy applies only to orders shipped to addresses within Canada.

1. Final Sale – No Returns for Change of Mind or Size

All products are final sale.

We do not accept returns, exchanges, or refunds for:

  • Change of mind

  • Ordering the wrong size, color, or model

  • Finding the item cheaper elsewhere

  • General dissatisfaction that is not related to a defect

Please check product details (size, fit, and specifications) carefully before placing your order. If you have any questions, contact us before purchasing.

2. Defective or Incorrect Items

If you receive a defective item or an incorrect item (different from what you ordered), we will offer one of the following options after review:

  • Replacement of the product (subject to availability), or

  • Full or partial refund to your original payment method

Conditions

  • You must contact us within 7 days of the delivery date shown in the tracking information.

  • The item must be unused, with original tags and packaging (except for defects discovered during first try-on).

  • You must provide:

    • Order number

    • A clear description of the issue

    • Photos or videos showing the defect or incorrect item, and the shipping label on the package

If a replacement is approved, we will cover the reasonable shipping cost for sending the replacement or for any return we specifically request.

3. Damage in Transit

If your parcel arrives with visible damage:

  1. Take photos of:

    • The outer box/envelope (all sides)

    • The damaged area

    • The product itself

  2. Keep all packaging materials.

  3. Contact us within 7 days of delivery with your order number and photos.

We will open an investigation with the carrier. Depending on the result, we may:

  • Send a replacement (if available),

  • Offer a partial refund, or

  • Offer a full refund.

4. Lost or Missing Parcels

If your tracking shows “delivered” but you did not receive your parcel:

  • First, check with household members, neighbors, building management, or your mailbox/parcel locker.

  • If you still cannot locate your parcel, contact us and the carrier within 7 days of the “delivered” scan.

We will help you open an investigation with the carrier.
Please note that we are not responsible for loss after a parcel is marked as delivered by the carrier.

If tracking does not update for an unusually long period, contact us, and we will investigate with the carrier. Resolution may include replacement, partial refund, or full refund, depending on the carrier’s result.

5. Parcels Returned or Refused

If a parcel is returned to us because of:

  • Incorrect or incomplete shipping address

  • Failure to pick up the parcel or respond to delivery attempts

  • Refusal to pay import duties, taxes, or handling fees

We will contact you when the parcel arrives back in Japan.

In such cases:

  • We can reship the parcel if you pay the actual reshipping cost, or

  • We may offer a partial refund of the product price only, minus:

    • Original shipping cost, and

    • Any return shipping or handling fees charged by the carrier

In some cases (for example, if the carrier abandons the parcel due to long-term unclaimed status), no refund may be possible.

6. Non-Returnable / Non-Refundable Items

The following items are non-returnable and non-refundable except where required by law:

  • Gift cards

  • Discounted or clearance items marked as “Final Sale”

  • Any item returned without prior approval

  • Items that are used, heavily worn, or not in their original condition

7. Duties, Taxes, and Fees

Import duties, GST/HST, PST, brokerage fees, and any other customs-related charges are not refundable by us in any case.

If you have questions about a refund of duties or taxes, please contact the carrier or the Canada Border Services Agency (CBSA).

8. How to Request Support

To report a defective item, incorrect item, damage in transit, or a lost parcel, please contact us at:

  • Email: diamondbasejp@gmail.com

  • Subject line: Order #[your order number] – Issue with shipment

Please include:

  • Your full name

  • Order number

  • Photos or videos (for damage/defects)

  • A clear description of the problem

We will normally respond within 3–5 business days.

9. Legal Disclaimer

This policy does not limit any rights you may have under applicable consumer protection laws in your province.
If there is any conflict between this policy and local law, the provisions of local law will prevail.