Refund policy
This Returns & Refund Policy sets out the terms applicable to returns, exchanges, refunds, and order cancellations for SHIONAGI Online Store, operated by SHIONAGI Trading Co., Ltd. (“we”, “us”, or “our company”).
1. Customer-Initiated Returns and Exchanges
As a general rule, we do not accept returns or exchanges for reasons attributable to the customer.
This includes, without limitation, returns or exchanges due to a difference between the customer’s expectations and the actual product, ordering errors, incorrect selection of size or quantity, or other customer-related reasons.
Nothing in this provision limits any rights available to customers under applicable law.
2. Defective, Damaged, or Incorrect Items
If an item has an initial defect, is damaged, has been delivered incorrectly, or otherwise has a problem, please contact us at the email address below, preferably within 7 days of receiving the item.
The mere fact that this period has elapsed does not limit any rights available to customers under applicable law.
shop@shionagi-trading.com
After reviewing the details, we will provide instructions on how the matter will be handled.
3. Exchanges
If replacement stock is available, we will generally provide an exchange.
If replacement stock is not available, we will provide a refund.
4. Refunds
Where a refund is issued, it will generally be made to the original payment method used for the purchase.
After we process the refund, the time required for the refund to appear may vary depending on your card issuer, payment service provider, or financial institution.
5. Return Shipping Costs
If an item has an initial defect, is damaged, has been delivered incorrectly, or otherwise has a problem for which a return or exchange is required, we will cover the return shipping costs.
If you wish to return or exchange an item, please contact us at shop@shionagi-trading.com before sending the item back.
We will provide the return address and instructions for returning the item.
If an item is returned without contacting us in advance, additional time may be required to verify and process the return.
6. Order Cancellations
As a general rule, we do not accept order cancellations for customer-related reasons once an order has been confirmed.
As a general rule, cancellations for customer-related reasons are not accepted even before preparation for dispatch has begun.
Cancellations for customer-related reasons are not accepted once preparation for dispatch has begun or after the item has been dispatched.
For returns or exchanges after an item has been dispatched, please refer to the return and exchange provisions of this Policy.
However, the above does not apply where we are unable to provide the item for reasons attributable to us, or where there is an incorrect delivery, initial defect, damage, or another issue for which we are responsible.
Nothing in this provision limits any rights available to customers under applicable law.
7. Contact
For inquiries regarding returns, exchanges, refunds, or orders, please contact:
SHIONAGI Trading Co., Ltd.
SHIONAGI Online Store
Email:
shop@shionagi-trading.com
Phone:
070-3075-6382