Returns & Complaints Policy

Welcome to Wanoiyori (wanoiyori.com). We want you to enjoy every order. If something isn’t right, this page explains how returns, refunds, and complaints work.

Quick summary: You have 14 calendar days from the day you receive your order to request a return (see exceptions for consumable goods). For defective or damaged items, we will cover return shipping and offer a replacement or a full refund.

1) RETURNS

1.1 Return window

You have 14 calendar days from the date you received your item(s) to start a return.

1.2 Item condition & eligibility

  • Items must be unused, in original packaging, and include all accessories, tags, and inserts.
  • Consumable products (e.g., tea, matcha, foods, supplements) can only be returned if sealed, unopened, and in resaleable condition. For health and safety reasons, opened or unsealed consumables cannot be returned unless defective.
  • Items that have been customized, altered, or used are not eligible for return unless defective.

1.3 How to start a return

  1. Email sarujan08@gmail.com with your order number in the subject line and a brief reason for return.
  2. We will confirm eligibility and provide instructions. Please do not send items freight collect (cash on delivery)—we cannot accept such shipments and any extra carrier fees will be deducted from your refund.
  3. Pack items securely. Include a printout of your order confirmation or a note with your name, address, and order number.

If you prefer a specific carrier, you may use any trackable service. Prepaid labels are not provided for change-of-mind returns. For guidance, contact sarujan08@gmail.com.

1.5 Refunds

  • Once your return arrives and passes inspection, we’ll notify you by email and issue a refund to your original payment method.
  • Please allow 5–10 business days (bank/card dependent) for the refund to appear after it’s issued.
  • Original shipping fees are not refundable unless the return is due to our error or a defective item.

1.6 Exchanges

If you’d like an exchange, start a return as above and place a new order for the desired item to secure stock. We’ll refund the original once received and inspected.

1.7 Non-returnable items

  • Opened or unsealed consumables (tea, matcha, edible goods)
  • Gift cards and downloadable/digital products
  • Items marked Final Sale at purchase

2) COMPLAINTS / WARRANTY (DEFECTS & DAMAGES)

2.1 If your item is defective, damaged, or incorrect

We will cover return shipping and either send a replacement or refund the full purchase price.

2.2 How to report a complaint

  1. Email sarujan08@gmail.com with your order number (ideally in the subject line).
  2. Describe the issue and attach clear photos of: the product, defect/damage, and outer packaging (including carrier label, if applicable). This helps us resolve your case quickly.
  3. Do not return goods freight collect (cash on delivery). If a return is required, we will provide instructions and, where applicable, a prepaid return label or reimbursement of standard return postage.

2.3 Resolution

  • Ship a replacement at no additional cost, or
  • Refund the original purchase price (including standard outbound shipping where legally required).

3) IMPORTANT NOTES

  • Freight collect / cash-on-delivery shipments will not be accepted. Any related carrier surcharges may be deducted from the refund.
  • Please ensure your return address label is clearly legible and that your order number is included inside the parcel.
  • For more on your right to cancel, see our Cancellation Policy.

4) CONTACT

If you have any questions, we’re here to help:

Legal disclaimer

This policy applies in addition to mandatory consumer rights under applicable law. Nothing in this policy limits your statutory rights.