Refund policy

SITE POLICIES

DARUMARU REFUND & RETURN POLICY

Refund & Return Policy

Effective Date: September 14, 2026

01Administration of Each Policy

When using this site (including browsing, account registration, and placing orders), please review the content of our policies. Your agreement to the policies is established when you indicate your consent during the order process.

The content and policies of this site are prepared in Japanese, and versions in other languages are translations provided for reference. In the event of any discrepancy between the Japanese version and versions in other languages, the definitions and interpretations of the Japanese version shall prevail. However, if this treatment is restricted by mandatory consumer protection laws in your country or region of residence, such laws shall prevail.

02Basic Policy on Returns, Exchanges, and Cancellations

• Due to the nature of food products and for hygiene management purposes, we do not accept returns, exchanges, or cancellations for customer convenience.
• Exchanges are available only in cases of our delivery errors or initial product defects.
• For orders placed by minors, consent from a legal representative, such as a parent or guardian, is deemed to have been obtained upon order completion. Minors must obtain approval from a legal representative before placing an order.
• As this site operates through mail-order sales, the cooling-off system does not apply. Thank you for your understanding.

03Examples of When Returns, Exchanges, or Cancellations Are Not Available

• Customer errors, including selecting the wrong product or quantity, ordering errors, or duplicate orders.
• Product image differs from expectations (images shown are for illustrative purposes. Variations may occur in the color and flavor of matcha and hōjicha, as well as in the glaze finish of tea ware).
• Soiling of wrapping or packaging that does not interfere with use of the product.
• Delivery not completed due to customer circumstances (refusal to accept delivery, expiration of the holding period due to prolonged absence, inaccurate entry of address or name, delivery failure due to refusal to pay customs duties or similar charges, etc.). Loss after unattended delivery, delivery to a mailbox, or receipt by a building manager or other representative (please contact us via the Contact Form with information required for an investigation).
• Returns or exchanges due to a short use-by date or best-before date.
• Returns or exchanges due to dissatisfaction with flavor, aroma, taste, or other personal preferences.
• Even if an initial defect is reported, if we cannot inspect the actual defective item.

04Special Cases

• If you notice an error in the product or delivery address immediately after completing your order, changes may be possible until the order cutoff time (10:00 AM on business days). Please contact us via the Contact Form or chat.
  *However, changes involving a change in the order amount, such as adding products or changing quantities, cannot be made.
• If delivery cannot be completed locally due to a prolonged absence or inaccurate delivery information and your order is returned to us, it will be held for approximately 7 days and then discarded, and no refund can be issued. If you wish to have it reshipped before disposal, you will be responsible for the reshipping fee.

05Examples of When Refunds or Exchanges Are Available

• In the above cases, please contact us within 5 business days of receiving the product via the Contact Form, attaching images that show the issue.
• Items that differ from your order may be exchanged only if unopened. Please be sure to confirm the product name and contents before opening.
• Procedures for exchanging defective items vary depending on the supplier or manufacturer. After confirming the appropriate procedure, we will provide instructions for the exchange. Please keep the item without using or discarding it. We will bear the return shipping costs.
• Returns and exchanges are accepted only if you contact us within 5 business days of receiving the product.
• As a general rule, defective items will be exchanged for the same item. If it is difficult to arrange a replacement due to discontinuation or other reasons, we will refund the price of the applicable item. We will bear the bank transfer fee.
• If the refund period of the payment processor has elapsed, we may provide store credit instead.
• Refunds are issued based on the amount paid in Japanese yen at the time of order. If you paid with an overseas-issued credit card or similar method, the amount actually returned to you may differ from the amount paid at the time of order due to the exchange rate at the time of refund or the card issuer's conversion fees. Please note that we cannot compensate for differences resulting from such exchange rate fluctuations.

06Damage During Shipping

• For damage or loss during shipping, you may file a compensation claim with the carrier. We will provide guidance on the required documents, but you must complete the procedure yourself. Eligibility for compensation depends on the carrier's investigation results.
  *Theft or loss after delivery is complete is not covered. Please file a report with your nearest police station.
• The standard compensation amount provided by the carrier is subject to a maximum limit. For details, please refer to the Order & Shipping Policy.

07Examples of When Cancellation Is Possible

1. If, after placing your order, it is determined that delivery is impossible due to logistical circumstances (delays excluded)
2. If an out-of-stock item is not restocked for 60 days or more, or if it is discontinued while awaiting restock

In the above cases, we will contact you as soon as the issue is identified, and you may cancel unconditionally.

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