Refunds Policy
Please note we only refund or replace items if they are defective or damaged due to circumstances within our control. In the case of damaged goods, in the first instance please contact the shipping company from which you received the item. If you need to exchange it for the same item, send us an email, along with photos of the damaged goods and any communication you have had with the shipping company, to customercare@mizu-japan.com and we will be happy to assist you if at all possible.
Please note that perishable goods such as food cannot be returned. As such, our Gift Boxes, due to the nature of their contents, cannot be returned. However, a refund or replacement will be considered on a case by case basis so please do not hesitate to contact us at customercare@mizu-japan.com at which time we will endeavor to do our utmost to ensure your complete satisfaction with our service.
Our refunds policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional non-returnable items include the following:
* Gift cards
* Non-perishable gift products contained within the Gift Box
There are certain situations where only partial refunds, if at all, are granted:
* Where damage to the shipment occurs. This includes the Gift Box itself and it's contents, in addition to the shipping container the Gift Box was dispatched in.
* Returned boxes due to incorrect address: Shipments that have been returned to us, may be re-sent. We will, however, not be responsible for the extra shipping charges needed for the item(s) to be re-sent.
* Missing or lost items: We are not responsible for any items or shipments that have gone missing during transit.
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Refunds process
Once your refund request is received and reviewed, we will send you an email to notify you that we have received your request. We will also notify you of the approval or rejection of your refund request.
If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 28 days of the confirmation of refund approval.
Late or missing refunds
If you haven’t yet received a refund, first please 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, please contact us at customercare@mizu-japan.com .
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Replacements
If we no longer have inventory to replace an item we will have no option but to issue a refund.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your refund once the refund is approved. A gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, please ask the purchaser i.e. the 'gift giver' to contact us at customercare@mizu-japan.com and we will be happy to assist them if possible.
Please note depending on where you live and the condition of shipping services used, the time it takes for your replacement product to reach you, may vary and we reserve the right to offer a refund dependent upon inventory. Thank you for your understanding.