Refund policy
Cancellation & Return Policy
Thank you for shopping at Nihoncha Marche.
Please carefully review our cancellation and return policy below.
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Order Cancellation
Orders may be canceled only before shipment.
Once an order has been shipped, we are unable to accept cancellations, changes, or refunds.
If you wish to cancel your order, please contact us as soon as possible after placing your order.
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Returns & Exchanges
Due to the nature of food products, we do not accept returns or exchanges for:
- Customer preference
- Incorrect orders placed by the customer
- Refused deliveries
- Unclaimed packages
- Delays caused by customs clearance
We appreciate your understanding.
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For EU Customers — 14-Day Right of Withdrawal
Under the EU Consumer Rights Directive, customers residing in the European Union have the right to withdraw from their purchase within 14 days of receiving their order, without giving any reason.
To exercise your right of withdrawal, please contact us within 14 days of receiving your order at: info@hakobune-japan.com
Return shipping costs are the responsibility of the customer
Refunds will be issued within 14 days of receiving the returned item, using your original payment method
Opened food products or items that cannot be returned for hygiene reasons may be exempt from this right
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery with:
- Your order number
- Photos of the item and packaging
After confirmation, we will arrange a replacement or refund if applicable.
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Customs & Import Regulations
Customers are responsible for checking import regulations in their country before placing an order.
We are not responsible for:
- Packages rejected by customs
- Import restrictions or confiscation
- Customs duties or import taxes
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Non-Deliverable Packages
If a package is returned to us due to:
- Incorrect address
- Failed delivery attempts
- Refusal by the recipient
- Customs clearance issues
Additional reshipping fees may apply.
Shipping fees are non-refundable.
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Contact Us
If you have any questions regarding cancellations or returns, please contact us:
https://nihoncha-marche.com/en/pages/contact