FROMJAPAN / Ones Map shipping broke my vase and they are telling me to pay return shipping for full refund
I ordered a vase through FROM JAPAN. It arrived completely destroyed, literally broken into pieces during shipping.
I filed a damage claim for full refund under their Product Protection Plan. They then asked me in separate e-mail if I wanted a **full refund of Charge 1**. I said yes.
They never asked me to return the broken vase.
Later, they confirmed that management had approved the charge 1 refund and said **“no further action needed from your end.”**
Then I asked about **Charge 2** which by they product plan is also covered.
Suddenly, I was told that if I want Charge 2 refunded, I have to ship the broken vase back to them, **at my own expense**, including return shipping/customs costs.
So apparently:
**Broken vase + keep it = charge1 refund**
**Broken vase + return it at my expense = charge 1 and charge 2 refund**
The part that really bothers me is that the return requirement was never mentioned when they approved the compensation. It appeared only after I asked about Charge 2.
I’ve read their Product Protection Plan, but I’m not convinced their interpretation is correct.
Has anyone here dealt with a damaged-item claim through FROM JAPAN? Is it actually normal for them to make the customer pay return shipping for an item that arrived destroyed?
I’m considering disputing the payment if they refuse to apply their own rules. Would appreciate any advice from people who have dealt with them before.