Return & Refund Policy

Scope and Policy Boundaries

This Returns & Refund Policy applies to all orders placed through Kyoto Yamasan Online Store.

Please note that:

• This policy governs refunds, damaged items, defective products, and incorrect deliveries only.
• Matters related to shipping methods, delivery timelines, and tracking are governed by our Shipping Policy.
• Matters related to order changes, cancellations, subscriptions, and pre-orders are governed by our Purchase Options Cancellation Policy.

Due to the nature of food products and for safety and hygiene reasons, all food items are considered final sale unless they arrive damaged, defective, or incorrectly delivered.

1. Eligibility for Refunds (No Return Required in Most Cases)

Due to high international shipping costs, we generally do not require customers to return items. Instead, we will offer a refund or partial refund upon confirmation of the issue.

We accept refunds only in the following cases:

• The product arrives damaged, defective, or incorrectly delivered.
• A refund request is submitted within 7 days of receiving the product.
• Sufficient evidence (such as photos or videos) is provided upon request.

2. Refund Process

Please contact us before requesting a refund. We may ask for photos, order details, or additional information to assess the issue.

For items that are damaged, defective, or incorrectly delivered:

• We will review your case and process a refund or partial refund accordingly.
• In most cases, you will not be required to return the product.
• Refunds will be issued to the original payment method within 5–10 business days after approval.
• Refund amounts may vary depending on the nature and severity of the issue, and may include a full or partial refund at our reasonable discretion.

3. Non-Refundable Cases

Refunds will not be accepted in the following situations:

• Change of mind, personal preference, or items no longer needed.
• Requests made after 7 days from the date of delivery.
• Products that have been opened or used, except in cases of manufacturing defects.
• Inability to consume the product due to personal dietary restrictions, allergies, or failure to read product descriptions or ingredient information prior to purchase.

4. Shipping & Delivery Notes Related to Refunds

• Refunds cannot be processed until the item has been marked as delivered.
• In some cases, your order may have already been shipped even if a tracking number has not yet been generated or updated in the system, and cancellation may no longer be possible at that stage.
• If you have concerns regarding delivery times, please contact us before or after placing your order.

5. Chargebacks and Payment Disputes

If you initiate a chargeback or payment dispute without first contacting us to resolve the issue, we reserve the right to suspend future orders and to submit this policy, order records, and delivery confirmation as evidence to the payment processor.

6. Customs and Import Issues

Refunds will not be issued for delays, refusals, or additional fees caused by customs clearance, import regulations, or failure to provide required import information.

We reserve the right to update or modify this Returns & Refund Policy at any time. Any changes will take effect upon being posted on the Site.

If you have any questions regarding this policy, please contact us.