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Refund Policy

Effective Date: October 2, 2024

At Tokyo Fishmarket, we take pride in offering luxury and high-end collectible items, including new and pre-owned products. Due to the exclusive and collectible nature of our inventory, all sales are final. However, we recognize that exceptional circumstances can arise. In such cases, we carefully review each refund request to ensure a fair resolution for both parties.

1. General Refund Policy

While refunds are not typically offered, we review every request on a case-by-case basis to ensure a fair and satisfactory solution. If you believe you are entitled to a refund, we encourage you to reach out to us with a detailed explanation of your situation. Our team will evaluate your case and work with you to find an appropriate resolution.

2. Refund Request Process

  1. Contact Us
    • Use the email address associated with your original purchase.
    • Include your order number, a detailed explanation of the issue, and any relevant supporting documents or photographs.
  2. Review and Response
    • Our team will review your request and respond within 5 to 7 business days.
    • Additional information may be required to complete the evaluation.

3. Refund Terms and Conditions

  • Original Payment Method Only: Refunds, if approved, will only be issued to the original payment method used at the time of purchase. Refunds will not be issued in cash or to an alternate credit card or payment method.
  • Non-Refundable Items: Luxury items, collectible designer toys, pre-owned products, and spare parts are non-refundable, except under specific conditions determined by our team.
  • Fraud Prevention: Fraudulent or deceptive refund requests will result in immediate account termination, and a complaint will be filed with the appropriate authorities.

4. Refunds Related to Shipping Issues

Refunds for shipping-related issues, such as damages, losses, or delivery problems, are handled under strict conditions. While we strive to ensure that all orders are delivered safely and securely, certain situations may warrant a refund:

  • Damages During Transit: If an item is damaged during shipping and the fault lies with Tokyo Fishmarket or the carrier, a refund may be issued after careful review.
  • Loss or Theft: For lost or stolen items, a refund may be considered only after an official investigation by the carrier and, if required, local authorities.
  • Shipping Fees: Refunds for shipping fees will only be granted if the carrier is at fault and fails to deliver the package as per the agreed service level.
  • Resolution Timeline: Refunds related to shipping issues are typically processed within 10 business days following the conclusion of the investigation and approval of the claim.

For details on the steps required to file a claim or return a damaged item, please refer to our Shipping and Return Policy.

5. Commitment to Customer Care

While refunds are rarely offered, we are committed to supporting our customers. If you experience an issue with your purchase, please contact us, and we will strive to find a solution. Whether it is a replacement, store credit, or another form of compensation, our goal is to address your concerns and uphold our standards of quality and service.

6. Contact Us

If you believe you qualify for a refund, reach out to us using the details below:

  • Email: Use the email address associated with your transaction.
  • Contact Email: support@tokyofishmarket.com
  • Address: Montreal, Quebec, Canada
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