Overview
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.
When paying with WISE payment
We will refund the payment amount (amount received by KITAOKA) excluding the handling fee.
- Wise fees will be borne by the customer placing the order.
- Please note that if the remittance was made in a currency other than dollars at the time of purchase, or if the currency to be refunded is set to a currency other than dollars, the refund amount remitted may be more or less than the amount at the time of purchase due to exchange rate fluctuations from the time of purchase.
For orders paid by credit card
We will refund you via the international money transfer service Wise.
As with WISE payments, please note that the refund amount may vary depending on exchange rate fluctuations between the time of your order and the time of refund.
If you wish to have your item reshipped
If you are not able to receive the package due to absence, we can resend it.
When reshipping an item, the same handling fee will be charged as for a refund.
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.
After contacting us via email, please contact us again to let us know whether you would like a refund or reshipment.
If you do not receive a response within 30 days of contacting us via email, we will not be able to accept 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
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
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?
If you have any questions regarding refunds or returns, please contact us via our
contact form or
email us.