Refund policy

Refund, Return, and Shipping Policy

Our mission at Nihon Wellness Box  is to deliver an exceptional experience to our customers. To ensure your peace of mind, we have established a clear and fair policy.

1. Shipping Issues (Lost, Damaged, or Stolen Boxes)

  • Insurance: All boxes shipped with a trackable shipping option are automatically covered by insurance.

  • Cases Covered by Insurance:

    • Damage: Boxes damaged due to natural disasters (e.g., fires, floods, hurricanes) or mishandling by the local courier.

    • Loss/Theft: Stolen or lost boxes can be replaced if evidence is provided from the shipping company acknowledging the situation.

  • Cases Not Covered by Insurance:

    • Boxes not received due to an incorrect or incomplete shipping address provided by the user.

    • Boxes that are intentionally declined by the subscriber.

    • These cases are not eligible for replacement or refund.

2. Item Issues (Missing, Damaged, or Defective Items)

  • Reporting Window: Any issues, including missing, damaged, or defective (e.g., expired) items, must be reported to customer support within 7 days of your box's delivery date.

  • Required Evidence: To help our support team expedite a resolution, you are required to submit the following pictures with your report:

    • Photos of all sides of the box, with the shipping label clearly visible.

    • A photo of all items received in the box laid out together.

    • Close-up photos clearly showing the damage or issue on the specific item(s).

  • Ineligible Cases for Compensation:

    • Minor blemishes or damage to the product packaging or the box itself if the contents (the item) are not damaged.

    • Broken items such as cookies, chips, or other fragile snacks that are prone to breaking during transit.

    • Melted chocolate due to weather conditions.

    • Minor cosmetic damages that do not affect the use of the product.

    • The validity of any claim will be at the discretion of our support team based on the evidence provided.

  • Method of Compensation:

    • If an item is confirmed to be missing or damaged and eligible for compensation, we will provide a replacement as the primary solution.

    • A refund will not be considered if a replacement product is available.

    • Replacement items will typically be included in your next scheduled shipment.

    • Only if a replacement is unavailable will a partial refund or store coupon be considered at our discretion.

3. Returned Boxes Policy

  • If a box is returned to us due to an incorrect/incomplete address or failure to claim, the User will be responsible for an additional re-shipping fee to have it sent again.

  • Refunds will not be issued for boxes returned to us, unless the return was due to an error on our part.

4. Customer Support

  • Email: [nihonwellnessbox@gmail.com]

  • Hours: Monday to Friday, 9:00 AM to 6:00 PM (Japan Time)

    • Please include your full name, order number, and purchase date in your inquiry.

5. Policy Updates

This policy can be updated at any time, without prior notice, and is applicable immediately and retroactively for all subscriptions and subscribers.