Cancellation, Return & Refund Policy 

1. Returns and Exchanges

[General Policy]

Due to the nature of our food and beverage products, and except as otherwise required by applicable law, we generally do not accept any returns or exchanges for customer convenience (e.g., incorrect orders, personal taste preferences).

[Exception for EU / UK Customers (Right of Withdrawal)]

If you are a consumer residing in the European Union (EU) or the United Kingdom (UK), you have the legal right to withdraw from this contract, without giving any reason, at any time from the conclusion of the contract until the expiry of 14 days after the day on which you (or a third party designated by you) received the goods. However, for reasons of food safety and hygiene, the following rules apply strictly to our products (see “Governing Provisions” at the end of this Policy for the applicable legal basis):

Unopened / Sealed Items: You can exercise your right of withdrawal within 14 days only if the item remains completely unopened and its original hygienic seal (e.g., the inner aluminum bag for tea, or the individual plastic packaging/wrapper for snacks) is fully intact. Please note that you will be responsible for the direct cost of returning the goods.

Opened / Unsealed Items: Once the inner hygienic seal or individual packaging of a specific food item is opened, that specific item is no longer eligible for return or refund due to food safety and hygiene regulations. (Please note that while opening the shipping box does not void this right, opening the product's immediate protective seal does).

Multiple Item Orders: If you ordered multiple items in a single order, you may still return any items that remain completely unopened and sealed within the 14-day window, even if you have opened other items from the same order.

How to Exercise Your Right of Withdrawal: To exercise this right, please contact us by email at the address below, or use our model withdrawal form (available upon request), stating your decision to withdraw. Please send the goods back to us without undue delay and in any event within 14 days from the day on which you communicated your decision to withdraw.

Contact:shop@tokichi.jp

2. Cancellations and Order Modifications

Deadline: Please contact us by 1:00 PM (Japan Standard Time) on the day following your order date.

Strict Rule: After this deadline, the order moves to the fulfillment stage, and no changes or cancellations can be accepted prior to shipment.

(Note: This deadline does not limit or affect the legal right of EU/UK customers to exercise their right of withdrawal, at any time from the conclusion of the contract until the expiry of 14 days after the day on which they (or a third party designated by them) received the goods, as outlined in Section 1.)

3. Damaged or Missing Items

In the unlikely event that your order arrives damaged or with missing items, please contact us within 14 days of the delivery date with the following information:

Delivery Status: Please let us know whether:

The package was received directly from the courier.

The package was left at your doorstep/designated area (unattended delivery).

Required Evidence:

Photos of the shipping box (including any signs of damage, opening, or tampering).

Photos of the products received.

The exact name and quantity of the missing item(s).

Our Verification Process: Our fulfillment system mandates a barcode scan for every product. Shipping data cannot be generated unless the contents exactly match the order details. Additionally, our couriers (such as DHL) record the gross weight of all packages at the time of shipment and capture photographs of the outer boxes. Before reporting any missing items, please carefully re-inspect the entire packaging material, as smaller items may sometimes be hidden within the packing layers.

Nothing in this Section limits any statutory right you may have regarding the conformity of goods under applicable law, including the minimum two-year legal guarantee available to consumers in the EU.

4. Shipping Disclaimers

Post-Delivery Issues: To the extent permitted by applicable law, we cannot assume responsibility for damage, loss, or theft that occurs after delivery has been completed to the location you designated.

Customs and Absence: If a package is returned to us or destroyed due to unpaid import duties or the recipient's prolonged absence, we will refund the price of the goods after deducting the actual costs incurred (including outbound and return shipping and customs charges).

5. Refund Process

Refunds Following Withdrawal: We will issue your refund within 14 days from the day on which we are informed of your decision to withdraw (we may withhold the refund until we have received the returned goods or you have supplied evidence of having sent them back, whichever is earlier). This refund will include the price of the goods and the standard delivery cost you originally paid.

Method: Approved refunds will be issued exclusively through the original payment method used at the time of purchase.

Timeline: Depending on your financial institution, refunds typically reflect on your statement within 1 to 2 billing cycles (this is separate from, and additional to, our own refund processing deadline above).

■ Governing Provisions

The exemption from the right of withdrawal for hygiene reasons referred to in this Policy is based on the following legislation, depending on the customer's country of residence:

- Customers residing in an EU Member State: the EU Consumer Rights Directive (Directive 2011/83/EU)

- Customers residing in the United Kingdom: the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013