Refund policy
KURA ONE® sells food and beverages including sake, sakeware, gift products, and other items.
Due to the nature of our products, as a general rule we do not accept returns, exchanges, or refunds for reasons attributable to the customer. Please confirm the product details, quantity, delivery address, and other order information before placing your order.
However, if there is a misdelivery, missing item, damage during transit, or a quality issue with a product, we will provide an exchange or refund in accordance with this policy.
Returns and Exchanges for Customer Convenience
We do not accept returns, exchanges, or refunds for reasons such as the following:
• You ordered the wrong product.
• You ordered the wrong quantity, type, sake, or other specification.
• The product differs from your preferences or expectations.
• The flavor, aroma, color, or other characteristics of the sake do not suit your preferences.
• You no longer need the product after delivery.
• You were unable to receive the product due to prolonged absence, refusal to accept delivery, an incorrect or incomplete address, or other circumstances attributable to you.
• The quality of the product changed because the storage instructions stated on the product page were not followed.
• The product has been opened, used, or consumed.
• The product, outer box, presentation box, packaging, accessories, or other items were soiled, damaged, or lost while in your possession.
• You returned the product without first contacting us or the delivery carrier.
The cooling-off system applicable to certain forms of door-to-door sales does not apply to online sales.
Changes and Cancellations
Once an order has been confirmed, we immediately begin shipment preparation and payment processing. Therefore, as a general rule, we cannot accept changes to products, quantities, delivery addresses, or order cancellations.
If you notice an error in your order, please contact us promptly through the contact form. Depending on the status of shipment preparation, we may be able to assist, but we do not guarantee that a change or cancellation will be possible.
A cancellation after shipment, refusal to accept delivery, or return due to prolonged absence will be treated as a return for customer convenience. In such cases, we will not refund the product price, shipping charges, or other costs incurred by us. You may also be responsible for the cost of return shipping or redelivery.
Misdelivery, Missing Items, and Quality Issues
If any of the following applies, please contact us through the KURA ONE® official online store contact form within 7 days after delivery:
• You received a product different from the one ordered.
• The quantity delivered differs from the quantity ordered.
• An item is missing from a set.
• You believe there is a quality issue with the product.
• There is a problem with the product or an accessory such as sakeware for a reason other than damage during transit.
When contacting us, please provide the following information:
• Order number
• Name of the person who placed the order
• Product name
• Condition of the product
• Reason you are requesting an exchange or refund
To confirm the situation, we may ask you to provide photographs of the product, container, sakeware, outer box, presentation box, cushioning materials, shipping label, or other relevant items. Please do not discard the product or packaging materials until we provide further instructions.
If, after reviewing the situation, we determine that the misdelivery, missing item, or quality issue is our responsibility, we will send a replacement at our expense.
If we cannot provide a replacement because the item is out of stock, limited, or for another reason, we will refund the price of the affected product.
Damage or Leakage During Transit
When you receive your order, please check the shipping box, products, containers, sakeware, and other items for dents, damage, leakage, or other abnormalities.
If damage or leakage during transit is found, please contact your nearest Yamato Transport service center or the delivery driver directly within 7 days after delivery and request collection of the affected item.
Because these items may be needed to verify the shipping incident, please keep the damaged product, container, sakeware, outer box, presentation box, cushioning materials, shipping label, and other relevant items without discarding them. Please also take photographs showing the damaged area and the condition of the packaging.
If the incident is confirmed as shipping damage, a replacement will be sent at the delivery carrier’s expense.
If a replacement cannot be provided because the item is out of stock, limited, or for another reason, we will advise you regarding a refund or other appropriate response.
Returning Products
If you need to return a product due to misdelivery, a missing item, or a quality issue, please contact us through the contact form in advance. We will provide instructions for the return method and return address.
For damage or leakage during transit, please follow the instructions of the Yamato Transport service center or delivery driver.
Products returned without instructions from us or the delivery carrier may not be accepted, exchanged, or refunded.
If a return or exchange is our responsibility, we will bear the necessary return shipping costs. If an exchange is due to damage or leakage during transit, the delivery carrier will bear the cost.
Refund Method
If a refund is approved, it will generally be issued through the payment method used for the original order.
If a refund to the original payment method is not possible due to the specifications of the payment method or other unavoidable circumstances, we will issue the refund by a method designated by us.
The time required for a refund to appear after we complete the refund process varies depending on the credit card company, financial institution, or other payment provider. For information about when the refund will be reflected after we complete processing, please contact your payment provider.
Unless the matter is the responsibility of us or the delivery carrier, original shipping charges, payment fees, customs duties, import taxes, and other charges are not refundable.
Returns and Refunds for Gift Products
This policy also applies to products received as gifts.
If there is a misdelivery, missing item, or quality issue, the recipient or purchaser must contact us within 7 days after delivery.
If there is damage or leakage during transit, the recipient or purchaser must contact the nearest Yamato Transport service center or delivery driver directly within 7 days after delivery.
If a refund is necessary, it will generally be made to the payment method used by the purchaser when placing the order. We do not provide refunds to the recipient in cash, gift certificates, or other forms.
Please note that we may contact the purchaser in connection with an exchange or refund procedure.
Sakeware and Craft Items
For glassware, ceramics, metal products, and other sakeware, please contact us within 7 days after delivery if there are cracks, breakage, chips, significant deformation, or another condition that interferes with normal use.
If the issue appears to have resulted from damage during transit, please contact the nearest Yamato Transport service center or delivery driver directly and request collection of the affected item.
Handcrafted sakeware and craft items may vary individually in color, pattern, shape, dimensions, texture, glaze appearance, bubbles, and other characteristics. Variations described as acceptable product characteristics are not eligible for return or exchange as defects.
International Shipping
For products shipped internationally, we also do not accept returns, exchanges, or refunds for reasons attributable to the customer.
If a product is returned or disposed of because of an incorrect or incomplete delivery address, refusal to accept delivery, prolonged absence, failure to complete customs procedures, import restrictions, or other circumstances attributable to the customer, we will not refund the product price, shipping charges, customs duties, import taxes, or other costs.
If there is a misdelivery, damage during transit, or a quality issue, please contact us through the contact form within 7 days after delivery.
International shipments may use carriers other than Yamato Transport. For damage during transit, we will provide instructions based on the carrier and shipping method used.
Depending on the destination, carrier, and condition of the product, we will advise you of an exchange, refund, or other appropriate response.
Cases in Which Returns or Exchanges Are Not Accepted
Unless the matter is the responsibility of us or the delivery carrier, we cannot accept a return, exchange, or refund in any of the following cases:
• You contact us more than 7 days after delivery.
• The product has been opened, used, or consumed.
• The product, container, sakeware, outer box, presentation box, packaging, or accessories were soiled, damaged, or lost due to your responsibility.
• You did not follow the storage instructions stated on the product page.
• We cannot verify the purchase history or order details.
• The product was purchased somewhere other than the KURA ONE® official online store.
• You returned the product without first contacting us or the delivery carrier.
• The conditions for returns or exchanges set forth in this policy are not met.
For products purchased somewhere other than the KURA ONE® official online store, please contact the store or seller from which you purchased the product.
Contact
For questions regarding misdelivery, missing items, quality issues, refunds, or order cancellations, please contact us through the KURA ONE® official online store contact form.
For damage or leakage during domestic delivery by Yamato Transport, please contact the nearest Yamato Transport service center or delivery driver directly within 7 days after delivery.
After reviewing the details of your inquiry, the condition of the product, and the delivery status, we will advise you of the appropriate response.