Contact information

Change-of-mind returns and exchanges

We accept change-of-mind returns and exchanges for unopened products if you contact us within seven days of delivery. As these are food products, opened products cannot be returned or exchanged simply because you have changed your mind.

Please contact us before returning anything, providing your order number and the reason for your request. We will provide the return address and instructions. Please return the products in their original packaging.

Orders delivered within Japan

If you return all products in your order for a change of mind, we will refund the product prices and the shipping charge you paid when ordering. For a partial return, we will refund only the purchase price of the returned products; the original shipping charge will not be refunded.

You are responsible for return postage for change-of-mind returns.

Orders delivered outside Japan

For change-of-mind returns, we refund only the purchase price of the returned products. Once an order has been dispatched, the original shipping charge is non-refundable. You are also responsible for return postage to Japan.

Exchanges

Change-of-mind exchanges are handled as a return and refund followed by a new order. The prices and shipping charges in effect when you place the new order will apply.

Faulty, damaged or incorrect products

If a product is faulty, damaged or different from what you ordered, please do not consume it and contact us promptly, whether or not it has been opened. Please provide your order number and details of the issue. We may request photographs of the product and packaging.

After reviewing the issue, we will arrange a replacement or refund at our expense. If we require a return, we will cover return postage, as well as shipping for any replacement. The shipping-charge exclusions for change-of-mind returns do not apply.

Depending on the circumstances, we may decide that no return is necessary. Please do not return or dispose of the product before receiving our instructions.

Refund processing

We will process your refund after receiving and inspecting the returned products. If we have confirmed that no return is necessary, we will process the refund after completing our review. We will explain the refund amount and procedure individually. The time it takes for a refund to appear depends on your payment provider.

Your statutory rights

The conditions above describe our voluntary returns policy. Where applicable law provides a different return period, reimbursement of shipping charges or other rights, we will comply with that law. This policy does not limit your statutory rights.

Contact us

Please include your order number when contacting matsunou@jinnovation.jp or using our contact form.