Do not expect an easy answer on the refund policy. My partner thought she had forgot our tickets so we purchased again in Tokyo only to find they were in her bag some days later. Followed the instructions on the JR Rail website and sent all the documentation to their Paris office, only to be told months later (after I RANG THEM) that maybe I did not buy tickets through them so they could not refund. ARE YOU JOKING !!!!!
Following this up as best I can but expecting to have wasted $1000 and I am going to have fun posting bad comments on every sight possible.
Fraudulent activity in the least !!!! Disgusted