返金ポリシー

Return and Replacement Policy

Certain types of products cannot be returned, including perishables (such as food and drinks), custom products (such as special orders and personalized items), and personal care products. Please contact us if you have questions or concerns about a specific item.

 

We apologize but cannot accept returns on sale items or gift cards.

 

If your item is damaged, expired, or missing (the box arrived in good physical condition, but the item is not in the box), please contact our customer support team. To help our support team speed up resolution, you will need to provide the following photos:

 

1. Photos of all sides of the shipping box (applies to both missing and damaged item issues)
2. Photos of all items in the box (applies to both missing and damaged item issues)
3. Photos of individual items showing damaged parts (applies to damaged item issues)

 

Any compensation provided will be at our discretion and may be a partial refund or item replacement. The validity of damaged items is at the discretion of our customer support team.

 

Damage to the product's box or packaging will not result in a replacement if the contents are intact. Broken items such as cookies, chips, other fragile snacks, or chocolate that has melted due to weather conditions will also be ineligible for replacement. Minor cosmetic damage to all other products, such as small scratches, may not be covered.

 

As seasonal weather temperatures get hotter, it becomes harder to guarantee that chocolate products will arrive in good condition. If the temperature in your area is above 23°C (73°F), your chocolate may arrive slightly damaged. Temperatures above 28°C (82°F) may cause the product to melt during transportation. We cannot be held responsible for damage caused by temperature during transportation.

 

Due to inventory changes, issues must be reported within 7 days of receiving the package. The replacement item will be shipped to you shortly after it has been verified by our customer support team. Our support team may suggest a replacement item if the missing item is not in stock.

Refund Process and Timeline

Once we receive and review your return, we will notify you if your refund has been approved. If approved, your refund will be automatically processed to your original payment method within 10 business days. Please note that banks and credit card companies may also take longer to process and post refunds. If more than 15 business days have passed since your return was approved, please contact oyatsumart@kashi-hasegawa.co.jp.