Refund policy
We want you to be satisfied with your purchase from Aroi Japan Market. If there is a problem with your order, please contact us so that we can review the issue and assist you.
Returns
Eligible non-food products, such as kitchen tools, may be returned within 7 days after receiving the order.
To be eligible for a return, the product must be unused, in the same condition in which it was received, and in its original packaging. Proof of purchase may also be required.
Before returning any product, please contact us through our Contact page to request a return.
Returns sent without prior approval may not be accepted. If your return request is approved, we will provide instructions on how and where to send the product.
Food and Frozen Products
For food safety and quality reasons, food products, including frozen meat and rice, cannot generally be returned after delivery.
However, if a food product arrives damaged, defective, incorrect, or in an unacceptable condition, please contact us as soon as possible. We will review the circumstances and determine an appropriate solution on a case-by-case basis.
Frozen Product Issues
Frozen meat products are delivered using temperature-controlled shipping.
Customers or an authorized recipient should be available to receive, inspect, and sign for frozen deliveries in person.
Before signing for the delivery, please inspect the package carefully. If there is damage to the outer box, water leakage, signs that the package has been opened, or clear signs that the frozen products have thawed or significantly softened, please take photographs of the outer packaging and products and inform the delivery driver before signing.
If the shipment is in an unacceptable condition, please refuse the delivery and contact Aroi Japan Market as soon as possible.
Claims may be more difficult to process or may fall outside the shipping company's compensation coverage after the delivery has been inspected and signed for. Please refer to our Shipping Policy for further information regarding frozen deliveries.
Damaged, Defective, or Incorrect Products
Please inspect your order when you receive it.
If you receive a damaged, defective, or incorrect product, please contact us as soon as possible so that we can evaluate the issue.
We may ask you to provide photographs of the product, packaging, shipping label, or other information necessary to review the issue.
Depending on the circumstances, we may offer a replacement, refund, or another appropriate solution.
Change-of-Mind Returns
Change-of-mind returns may be accepted for eligible non-food products within the return period, provided that the product is unused and remains in its original condition and packaging.
Food products, including frozen meat and rice, cannot be returned due to a change of mind.
Return shipping costs for change-of-mind returns may be the responsibility of the customer.
Exchanges
If you would like to exchange an eligible non-food product, please contact us first.
Depending on product availability and the circumstances, we may arrange an exchange or ask you to return the original product and place a new order.
Refunds
Once an eligible returned product has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method. Please note that it may take additional time for your bank, credit card company, or payment provider to process and post the refund.
Shipping charges may not be refundable unless the return or refund is due to an error on our part or a damaged, defective, or incorrect product.
Contact Us
If you have any questions about a return, refund, damaged product, or incorrect order, please contact Aroi Japan Market through our Contact page: