Dispensing Pharmacy KITAOKA

Refund and Return Policy

Overview

Our refund and return policy is valid for 30 days after delivery. If 30 days have passed since the item was delivered, we are unable to offer a full refund or exchange.

The delivery date is based on the tracking information. For countries where the delivery date is not shown in the tracking history, the return period is 45 days from the shipping date.

To be eligible for a return, the item must be unused, in the same condition as received, and in its original packaging.

International Shipping – Damage or Loss of Parcels

All parcels are shipped via Japan Post and, upon arrival in the destination country, are handled by the local postal operator.

If a parcel is damaged or lost due to issues occurring during transportation, compensation will be provided in accordance with Japan Post’s compensation policies.

For EMS shipments, compensation will be provided after an investigation request has been completed with Japan Post, and will be based on the outcome of Japan Post’s assessment.

For shipments sent with free shipping, no compensation is available. Therefore, loss or damage of the parcel is not covered.

If a Shipment Is Returned Due to Customer-Related Reasons

If a shipment is returned to Japan due to reasons attributable to the customer (recipient), including but not limited to:

• failure to complete customs procedures or refusal to pay customs duties and taxes;

• failure to collect the package within the holding period at the local post office;

• incorrect or incomplete shipping address;

please note that refunds and returns will not be accepted in such cases.

However, reshipment can be arranged upon payment of an additional reshipment handling fee.

After dispatch, we send a shipping confirmation email with tracking information. We may also send additional notifications if customs procedures are required. Please ensure that you are able to receive emails from us.

If Handling Fees Are Not Paid

If a shipment is returned to Japan, we will contact you by email regarding refund or reshipment options.

If the required handling or reshipment fee is not paid within 30 days after our notification, the order will no longer be eligible for refund, return, or reshipment.

Non-Returnable Items

We do not accept returns in the following cases:

• Items not in their original condition, or items that are damaged or missing parts for reasons not due to our error;

• Items returned more than 30 days after delivery (or 45 days from the shipping date if delivery is not shown in the tracking history);

• Orders shipped to addresses other than the purchaser’s own residence (e.g., forwarding service providers);

• Shipments returned to Japan due to customer-related reasons (such as customs procedures or failure to receive the package).

Please do not send your purchase back to the manufacturer.

Refunds

Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund.

If approved, your refund will be processed and applied to your original method of payment whenever possible.

When Paying with Wise

If you paid using Wise, we will refund the amount received by KITAOKA, minus the handling fee.

Wise transaction fees will be borne by you (the customer placing the order).

Please note that if the payment or refund is made in a currency other than USD, the refunded amount may be higher or lower than the original payment due to exchange rate fluctuations between the time of purchase and the time of refund.

For Orders Paid by Credit Card

Refunds for orders paid by credit card will first be processed by canceling the corresponding credit card transaction, if this is still possible within the cancellation period set by the credit card company or payment processor.

If the transaction can no longer be canceled because the cancellation period has expired, we will issue the refund via Wise instead. In such cases, Wise transaction fees will be borne by you, and the refunded amount may differ from the original payment due to exchange rate fluctuations.

Late or Missing Refunds

If you have not received your refund:

• First, check your bank account again;

• Then contact your credit card company, as it may take some time before the refund is officially posted;

• Next, contact your bank, as processing times may vary.

If you have done all of the above and still have not received your refund, please contact us at {linkworld@kitaoka.org.uk}.

Sale Items

Only regular-priced items may be refunded. Sale items are not eligible for refunds.

Exchanges

We only replace items if they are defective or damaged.

If you need to exchange an item, please contact us at {linkworld@kitaoka.org.uk} and send the item to: Dispensing Pharmacy Kitaoka.

Please note that free shipping does not include compensation for loss or damage.

Return Shipping

To return a product, please send it to Dispensing Pharmacy Kitaoka.

You are responsible for paying the return shipping costs. Shipping costs are non-refundable. If a refund is issued, the return shipping cost will be deducted from the refund amount.

Depending on your location, the time required for an exchanged product to reach you may vary.

Need Help?

For questions related to refunds and returns, please contact us at {linkworld@kitaoka.org.uk}.