We accept back items 14 days of the delivery date that have not been open or used; strictly, the protective adhesive seal has not been removed from the product. Unfortunately, items that are over 14 days from the delivery date or have been unsealed will not be eligible for refund.

Although it is rare for international orders to get lost or delayed, please be aware that it can happen. Due to the import clearance process in your country, orders can take up to 30 business days to clear customs. An international order will not be considered ‘lost’ until 30 business days from the date of shipment. We are unable to process claims until 30 business days period has passed. In the event your order has been lost, you must contact our customer service Customercare@inochicare.com and report it as lost to us within 60 calendar days of date of purchase. Order that has not been reported as lost within 60 calendar days will not be eligible for refund.

 

Errors in address

We are sorry to advice that it's not possible to make changes to (this includes any delivery address changes you may request) or cancel your order once placed. We only accept amendment of the delivery address if you have made a typo during the ordering process (a change to a new address will not be accepted) AND notify us by emailing Customercare@inochicare.com within 24 hours. Please note that we work directly with our shipper to help resolve address issue where possible, but we cannot be held responsible for any delays, fees, or other delivery issues if you have made an error in the shipping information on your order. If such an error causes an order to be rejected, lost, or destroyed, we cannot issue a refund or replacement of any kind.

If the error causes the order to be sent back to us, you may be responsible for any customs charges (e.g. customs/postal charges, tax, and processing fees) which we are charged in Japan to receive the parcel back. In this case, we will only be able to refund you for the cost of merchandise MINUS both shipping costs and customs charges where applicable.

 

Return parcels due to Unclaimed, Incomplete/Insufficient Address, Prohibited Import / Denied Entry by Customs, or Refused

Please note that you may be responsible for any customs charges (e.g. customs/postal charges, tax, and processing fees) which we are charged in Japan to receive the parcel back. In this case, we will only be able to refund you for the cost of merchandise MINUS both shipping costs and customs charges where applicable.

 

Cancellation and Return due to other reasons

For return of the order you need to notify us first by emailing us at Customercare@inochicare.com as soon as possible. The notification should state your order (invoice) number and give the reason for cancellation. Once we confirm the procedure with you, please then fill out the Returns form which also can be found within your parcel and follow the return instruction given by us. PLEASE DO NOT SEND BACK YOUR ORDER without notify us beforehand.

When you are contacted by us regarding the return procedure, then you must return the products to us within 14 days of the delivery date at the address:

Inochi OneLife Care Japan

16-132-49, Murasakino, Kitakami-City

Iwate Prefecture, 024-0004, Japan

 

The products should be returned in an undamaged and unused condition, and at your own expense. The right to cancel/return ceases if the protective adhesive seal has been removed from the product after delivery due to health protection and hygienic reasons. Items that have been opened, used, or are not in a resalable condition are not eligible for a refund. However, your statutory rights concerning the quality of those products will be unaffected.

For return of the goods we recommend the use of a Recorded Delivery Service. Please retain your receipt for proof of postage and any tracking information provided if you have sent your parcel back by special/recorded delivery. If any parcels are lost, stolen or damaged in transit when returned, it is the customer's responsibility to claim from the relevant carrier company for their loss.

We take every step possible to process your return as quickly as possible; this may take a little longer than usual in busy periods. With this in mind please allow up to 14 days for us to process your return once we received the goods back.

Please note that you are responsible for any customs charges (e.g. customs/postal charges, tax, and processing fees) which we are charged in Japan to receive the parcel back. In this case, we will only be able to refund you for the cost of merchandise MINUS both shipping costs and customs charges.

 

Receiving incorrect product

Products should be inspected immediately once receiving the parcel. If you received an incorrect product, you must contact Customer Service Customercare@inochicare.com within 48 hours of receiving the parcel with images and details pertaining to the concern with your order. Details provided will be reviewed by our team and we will proceed in the necessary manner. PLEASE DO NOT SEND BACK YOUR ORDER without getting in touch with us beforehand. The products should be returned in an undamaged and unused condition. The right for refund or replacement ceases if the protective adhesive seal has been removed from the product after delivery due to health protection and hygienic reasons. Items that have been opened, used, or are not in a resalable condition are not eligible.