We offer a 100% satisfaction guarantee. If you are not satisfied with our products or service and we can't fix it we will replace your order or refund your total purchase price. Please note that we have to set rules in place to prevent abuse of the guarantee, thank you for your understanding.
First, please contact us and let us know about the issue in detail. The more we know the better and faster we may be able to help and solve the issue. Please note that a refund request without an explanation is considered a return or a cancellation, please see further below under Returns and Cancellations. We will do our utmost to fix the issue and it is in our interest to make you a happy customer again.
- If the issue can be solved by replacing your product, offering a partial refund or a store credit for future orders we will offer to do so.
- If a product replacement, partial refund or a store credit for future orders does not solve the issue a full refund including the shipping fee is offered.
In either case, we may arrange a recollection of the faulty good(s) for further internal analysis. A use of our satisfaction guarantee requires your cooperation in recollection of the order or products. No additional expenses are charged to the customer for the recollection of the good(s).
Acts of God such as delivery delays caused by earthquakes, heavy snow, and rainfalls etc. or faults caused by third parties are not covered by this guarantee and are handled separately. Please contact us.
CANCELLATIONS BEFORE DISPATCH
We understand that unexpected things happen. It is okay to cancel your order. However, you have to let us know before the order has been dispatched from our local dispatch centers. Cancellations are free of charge and refunds (if applicable) are usually issued on the same day without any delay but may take up to 3 business days.
CANCELLATIONS AFTER DISPATCH
Once the order has been dispatched (the time it has been handed over to our delivery partners) a return shipping fee to our dispatch center may apply. Depending on the circumstances we may or may not charge you for the return shipping fee. Refunds (if applicable) are issued immediately without any delay minus the return charges (if applicable). Usually within 3 business days.
In case you like to cancel the order shortly before delivery then please do not accept the delivery by the courier service and refuse acceptance at the door if necessary. Simply ask for cancellation at the door and explain that you like to have it returned. This way your order has technically never been delivered and we will be able to issue a refund.
Please note that a turn-around shipping fee to our dispatch center is charged. Refunds (if applicable) are issued immediately minus the return shipping fee (if applicable) without any delay. Usually within 3 business days.
CANCELLATIONS AFTER SUCCESSFUL DELIVERY
Once the order has been delivered to you and the courier service confirms a successful delivery we will be unable to accept cancellations of orders.
RETURNS OF PERISHABLES
Due to regulations and due to the nature of most of our food products we are unable and refuse to accept any returns of items of perishable nature and characteristics. Once a perishable item has been handed over to you and has therefore been successfully delivered the cold-chain has technically been broken which makes a resale of the product impossible and therefore a return is not possible. This does not apply to our satisfaction guarantee mentioned above.
RETURNS OF NON-PERISHABLES
Items that are non-food and of non-perishable characteristics have a return policy of 7 days after receipt. To be eligible for a return, the item must be unused and in the same condition that you received it. It must also be in the original unopened packaging. Please note that gift cards are non-returnable and non-refundable.
To complete your return, please contact us first. We kindly ask you not send any items back without prior notice as this may delay the procedure and may cause confusion.
Once your return has been 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 without delay, usually within 3 business days. Please note that transfer fees such as bank transfer fees and all shipping fees are always customer's responsibility.
NOTES FOR REFUNDS
Please note that due to money laundering regulations it is not possible for us to refund to any other payment method than the one originally paid with. In cases where a refund to the original payment method is not possible, we will opt for a domestic bank transfer to a Japanese bank account only. Please note that the bank name has to be in your name.
Please note that for a refund by bank transfer we will require your complete bank information. In case the bank transfer fails due to wrong information provided the secondary transfer fee is also charged to the customer.
Please note that although Horizon Farms, Inc. processes credit card refunds immediately and without any delays, refunds made to your credit card may take up to 30 days to show up on your bill depending on your credit card provider. (Most credit card providers process a return within 3 business days). Please contact your credit card provider for more information. We can provide you with proof of authorized and completed credit card returns if necessary.