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Refund and Return Policy

Our refund and return policy is valid for 30 days after receiving the item. If 30 days have passed since you received your item, we are unable to provide a full refund or exchange.
The arrival of the product is based on the date written on the tracking number.
For countries where the tracking number does not indicate the arrival history, the return policy is 45 days from the shipping date listed on the tracking number.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

If the shipment is returned due to customs or absence
If the product is returned to Japan after the storage period due to reasons such as import not being approved as a result of customs inspection or being absent at the time of delivery, you will be required to pay a separate handling fee.
After receiving the handling fee, we will refund the product price.

If the handling fee has not been paid
If the item is returned to Japan, we will contact you via email regarding refund or reshipment.
If the handling fee or reshipping fee is not paid within 30 days after we notify you via email, we will not be eligible for returns, refunds, or reshipping.

Additional non-returnable items:

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

  • Any item that is returned more than 30 days after delivery (If the arrival date is not listed in the arrival history, 45 days from the shipping date) .

Please do not send your purchase back to the manufacturer.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.


Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to:Address of dispensing pharmacy Kitaoka.

Shipping returns
To return a product, you must mail it to the dispensing pharmacy Kitaoka.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Need help?

Contact us at email for questions related to refunds and returns.

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