Refund policy

Due to the nature of sake and the conditions involved in shipping, we generally do not accept returns once an order has been shipped. Since we cannot verify the storage conditions after shipment, returned sake cannot be put back into stock for resale.

If there is an issue with your order, please contact us at customer@kurashu.jp. We will review the circumstances and do our best to find an appropriate solution.

Damaged, Missing, or Incorrect Items

Please inspect your order upon delivery and contact us within 7 days of delivery if any items are damaged or missing, or if you receive an incorrect item.

Please provide your order details and, where applicable, photographs of the damaged item and packaging so that we can investigate the issue with the shipping carrier.

Depending on the circumstances, we may offer a replacement, reshipment, or refund.

Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If the shipping address provided with your order is incorrect or incomplete and the shipment cannot be delivered, we will contact you to request the correct address.

If the shipment still cannot be delivered after the correct address has been provided, or if we are unable to obtain the correct address and the shipment is returned to our warehouse, we are unable to offer a refund. Since we cannot verify the storage conditions after shipment, returned sake cannot be put back into stock for resale.

For international shipments, if a shipment is returned to us due to an incorrect or incomplete address provided by the customer, any return shipping costs charged to us by the carrier will be charged to the customer. For domestic shipments within Japan, we will not charge the customer for the cost of returning the shipment to us.

If you would like us to ship the returned order again, we will be happy to arrange redelivery to the correct address. The cost of reshipping the order will be charged to the customer for both domestic and international shipments.

This policy does not apply if the delivery issue was caused by an error on the part of Kurashu or the shipping carrier.

Failed Delivery or Failure to Receive the Shipment

Customers are responsible for being available to receive their shipment and for responding to any reasonable requests from the shipping carrier regarding delivery or, for international shipments, import procedures.

If a shipment cannot be delivered because the recipient cannot be reached, does not respond to the shipping carrier, refuses delivery, fails to provide information required for delivery or customs clearance, or fails to pay applicable duties, taxes, or other import charges, and the shipment is returned to us, we are unable to offer a refund.

For international shipments, any return shipping costs charged to us by the carrier will be charged to the customer. For domestic shipments within Japan, we will not charge the customer for the cost of returning the shipment to us.

If reshipment is requested, the customer will be responsible for the new shipping costs.

This policy does not apply if the delivery issue was caused by an error on the part of Kurashu or the shipping carrier.

Import Requirements

For international orders, customers are responsible for ensuring that the products they order can legally be imported into the destination country and for complying with any applicable local import requirements.

Our shipping carrier may contact you to request information or payment required for customs clearance. Failure to provide the required information or to pay applicable duties, taxes, or other import charges may result in the shipment being delayed, refused, or returned to us.

If a shipment is returned for these reasons, the refund and shipping-cost conditions described above under “Failed Delivery or Failure to Receive the Shipment” will apply.

Returns and Exchanges

We do not accept returns or exchanges for reasons such as a change of mind, personal taste preferences, or ordering the wrong product.

Because we cannot verify the storage conditions of sake after it has been shipped, returned sake cannot be resold even if the bottle is unopened.

If you believe there is a problem with the quality of the sake you received, please contact us within 7 days of delivery with your order details and information about the issue so that we can review the situation.

Refunds

Where a refund is approved by Kurashu, it will normally be issued to the original payment method.

Please note that it may take some time for your bank or credit card company to process and post the refund.

Shipping charges, customs duties, taxes, and other fees are generally non-refundable unless the issue was caused by an error on the part of Kurashu or the shipping carrier.

Nothing in this Refund Policy affects any rights you may have under applicable consumer protection laws.

Contact Us

If you have any questions about your order, delivery, return, or refund, please contact us at customer@kurashu.jp.