Refund & Return Policy

Because we sell perishable food products, the Company (Island Food Group K.K.) accepts returns only for defective items or items delivered in error. Please read this policy before contacting us about a return.

1. Items Eligible for Return or Exchange

• Products that arrive defective, damaged, or in unacceptable condition (for example, a broken frozen/chilled cold chain).
• Products different from what you ordered (wrong item, wrong quantity).

For eligible returns, we will exchange the item where stock allows, or refund it. All shipping costs for defective or incorrectly delivered items are borne by the Company.

2. Returns for Customer Convenience

For food safety and hygiene reasons, we cannot accept returns or exchanges for customer convenience (wrong size ordered, no longer needed, taste preference, etc.). Please check your order carefully before confirming it at checkout.

3. Notification Deadline

Because our products are perishable, please contact us within 2 business days of delivery. We may not be able to accept returns reported after this period. Please keep the product in its delivered state (refrigerated or frozen as appropriate) until we have confirmed how to proceed.

4. How to Request a Return

Contact us by email or telephone with the following details:

• your order number and the name of the item concerned;
• a description of the problem;
• photographs showing the condition of the item and packaging, where possible.

We will confirm the details and instruct you on the next steps. Depending on the condition of the item, we may arrange courier collection at our cost, or ask you to dispose of the item without returning it.

5. Refund Method and Timing

Refunds are made by the same method used for payment:

• Credit card — we cancel or adjust the charge through the card processor; the date the refund appears on your statement depends on your card company's processing schedule.
• Bank transfer — we refund to your nominated bank account within 14 business days of confirming the return.
• Monthly-invoice (wholesale) accounts — a credit is applied to your account and reflected on your next monthly invoice.

6. Contact

This policy does not limit any rights you have under mandatory provisions of Japanese law.