Refund policy
Effective Date: December 30, 2025
１． Introduction
This Returns and Refunds Policy (the "Policy") applies to all purchases made by customers in the United States from the online store operated by Fujiya Co., Ltd. (the "Company"). This Policy outlines the terms and conditions under which customers may return products and obtain refunds, in compliance with applicable California laws and regulations.
２．Return Timeframes
2.1 Food Items (including subscription boxes)
Customers must contact the Company within 3 days of delivery, based on the carrier's tracking information, to initiate a return .
2.2 Non-Food Items (character goods, merchandise)
Customers must contact the Company within 14 days of delivery to initiate a return .
３．Return Conditions
3.1 Food Items
Food items can only be returned if they are defective, damaged in transit, or incorrect. Opened or partially consumed food products are not eligible for return unless there is a clear quality issue attributable to the Company .
3.2 Non-Food Items
Non-food items must be unopened, unused, and in their original packaging. Items must be in resellable condition. Items showing signs of use, damage, or alteration may not be accepted .
４．General Returns (Non-Defective, Non-Food Items)
4.1 Customer-Initiated Returns
For non-food items returned for customer reasons (e.g., change of mind or ordering error), the customer must contact the Company within 14 days of delivery and request authorization .
4.2 Return Process
Upon approval, the Company will provide the customer with the return address for the Company's U.S. returns facility, a return shipping label purchased through Shopify, and instructions on how to return the item .
4.3 Refund Processing
Once the Company receives and inspects the returned item, approved refunds will be processed within 5-10 business days. Original shipping costs are not refundable, and the cost of the return shipping label will be deducted from the refund amount . Refunds will be issued to the original payment method used for the purchase .
５．Damaged or Defective Items (Food and Non-Food)
5.1 Reporting Requirements
If a customer receives damaged or defective items, they must contact the Company within the applicable timeframe (3 days for food items, 14 days for non-food items) .
5.2 Documentation
The customer must provide their order number, photos of the outer shipping box, product packaging, and the damaged or defective area, along with a brief description of the issue .
5.3 Remedies
After review, the Company will either arrange a replacement at no cost to the customer or issue a full refund, including the original shipping charge .
5.4 Return Label
The Company will provide a prepaid Shopify return label and instructions for the customer to return the defective item. The replacement or refund will be processed after the Company receives and inspects the returned item .
5.5 Lost or Undelivered Packages
If tracking information indicates that a package has been lost in transit or marked as delivered but not received, the customer must contact the Company promptly. For packages marked as delivered, contact must occur within 3 days of the delivery scan. For packages with no delivery scan, contact must occur within 7 days after the end of the estimated delivery window shown in the Shipping Policy. Remedies may include replacement, store credit, or refund, subject to product availability and applicable law .
６．Subscription Refunds
6.1 Reporting Issues
For subscription boxes containing food items, any issues must be reported within 3 days of delivery .
6.2 Prepaid Subscriptions
Payments for subscription plans are prepaid for the entire subscription cycle, including the product price, shipping charges, and applicable duties and taxes .
6.3 Cancellation Policy
If a customer cancels during an active subscription cycle, future renewals will be stopped immediately, but the remaining boxes in the current subscription cycle will still be delivered as scheduled. No refunds will be provided for the current subscription cycle, except in cases of billing errors, service failures, or charges after a confirmed cancellation .
6.4 Defective or Damaged Subscription Boxes
If a subscription box is defective or damaged and the customer contacts the Company within 3 days of delivery and provides the required documentation, the Company will provide either (a) a replacement box at no additional cost or (b) store credit in an amount equivalent to the value of the affected items. Cash refunds for subscription boxes are not provided unless required by applicable law .
７．Refund Processing
7.1 Approval Notification
After receiving and inspecting a returned item, the Company will notify the customer of the approval or rejection .
7.2 Refund Timeline
If approved, refunds will be issued to the original payment method within 5-10 business days. An additional 5-10 business days may be required by the customer's bank or credit card company .
7.3 Delayed Refunds
If more than 15 business days have passed since approval and the customer has not received their refund, they should contact the Company .
８．Exchanges
8.1 Food Items
Exchanges are not available for food items due to perishability and food safety considerations .
8.2 Non-Food Items
Exchanges may be available if the requested replacement item is in stock; otherwise, a refund will be issued .
９．Non-Returnable Items
The following items cannot be returned, except where defective or damaged as described in this Policy:
1. Opened food products .
2. Perishable goods .
3. Sale or clearance items .
4. Gift cards .
5. Subscription boxes .
10．Governing Law and Jurisdiction
This Policy shall be governed by and construed in accordance with the laws of the State of California. Any dispute arising from or relating to this Policy or the products purchased from the Company shall be subject to the exclusive jurisdiction of the state and federal courts located in San Francisco County, California.
11．Policy Updates
This Policy may be updated periodically, and the version posted on the Company's website at the time of the customer's purchase will apply to that order .
12．Contact Information
For all inquiries regarding returns or refunds, please contact:
Email: support@fujiyausa.com
Response Time: 1-2 business days
Return Address: Fujiya USA Corporation, 290 King Street, Suite 10, San Francisco, CA 94107, United States
This policy incorporates California-specific legal considerations and ensures compliance with applicable regulations .