Refund policy

At Japan Pantry, we carefully pack and ship wellness and skincare products from Japan to the United States. We do not accept returns for a change of mind or a mistaken order. Damaged, defective, or incorrectly shipped items are handled as described below. This policy does not limit rights that cannot be excluded under applicable law.

1. Change-of-Mind Returns We do not accept returns, exchanges, or refunds for a change of mind or a mistaken order, whether the item is sealed, opened, or used. Please review your cart before completing your purchase. This rule does not apply to an item that arrives damaged, defective, or different from what you ordered.

Packaging notice Manufacturers may update packaging without notice, so it may differ from photos. Packaging-only differences are not eligible for returns or exchanges. Damaged, defective, or incorrectly shipped items remain covered by Section 2 below.

2. Damaged, Defective, or Incorrect Items If an item arrives damaged or defective, or we send the wrong item, please email japanpantry@gmail.com within 7 calendar days after delivery so we can investigate promptly. If you discover a defect later, please still contact us; this requested reporting period does not limit rights you may have under applicable law.

Please provide your order number, a description of the issue, and clear photos of the affected item. For shipping damage, please also include photos of the exterior shipping box if it is available. Opening an item to discover a defect does not by itself exclude it from this process.

We will not ask you to return an affected item. Once we verify the issue, we will either ship a replacement at no additional cost or refund the price paid for the affected item to the original payment method. If a replacement is unavailable, we will refund the affected item. If more than one item is affected, this resolution applies to each affected item. Any applicable taxes or duties related to a refunded item will be handled in accordance with applicable law.

Do not send products back to Japan. Japan Pantry does not accept customer-initiated returns, including for damaged, defective, or incorrect items. Sending an item back on your own does not start a refund or replacement claim. We will not reimburse the item value, return postage, customs charges, or other costs or losses arising from an unsolicited return, except where required by applicable law. Food and related products sent to a business in Japan may be subject to Japanese import notification and customs or quarantine procedures. An unsolicited shipment may be held, rejected, returned, or disposed of, and we cannot guarantee its recovery. If there is a problem with an item, contact us under Section 2 instead; no return is required.

3. Packages Returned to Sender and Delivery Issues Please check your shipping address, accept delivery, and collect your package when requested. If delivery fails or a package is returned solely because you refuse delivery, provide an inaccurate, incomplete, or ineligible address, or do not collect the package, neither the merchandise price nor the original shipping charge is refundable, except where required by applicable law. This also applies if the package is returned to Japan; we cannot guarantee its receipt or recovery. If the delivery problem was caused by us or the carrier, or a package is lost in transit without a customer-caused issue, contact us so we can investigate. See our Shipping policy for address restrictions and delivery information.

4. Approved Refunds We issue an approved refund to the original payment method. After it is issued, please allow 5 to 10 business days for your bank or card issuer to post it; timing can vary by payment provider. For an unshipped order delayed beyond our stated processing period, the cancellation and full-refund option is described in our Shipping policy.