Return & Refund Policy

Returns

For eligible items, you have 14 days from the date you receive your order to notify us that you wish to return it.

Once you have notified us of your return, the item must be sent back within 14 days.

To be eligible for a return, your item must be:

• In the same condition in which you received it

• Unused and unmodified

• In its original packaging where applicable

• Accompanied by proof of purchase

To request a return, please contact us at sales@mintyfresh.jp before sending your item back.

Items sent back without first requesting a return may not be accepted.

Unless the item is faulty, damaged, incorrect, or we are otherwise legally responsible for the return costs, the customer is responsible for the cost of returning the item.

This policy does not affect your statutory rights.

Aero Products & Made-to-Order Items

All of our aero products are manufactured to order rather than held as finished stock.

If you wish to cancel an aero order, please contact us as soon as possible.

Where an aero product has been made to your specifications, clearly personalised, or otherwise qualifies for an exemption from statutory cancellation rights under applicable consumer law, change-of-mind cancellation and return rights may not apply.

Where an aero product does not qualify for such an exemption, any statutory cancellation rights that apply to your order remain unaffected.

Where we agree to cancel a made-to-order product outside your statutory cancellation rights, this is at our discretion, particularly where manufacture has already begun or costs have already been incurred.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives and contact us as soon as possible if:

• The item is damaged

• The item is defective

• You have received the wrong item

• The item is materially different from what you ordered

Please include photographs of the item and packaging where possible. This allows us to assess the issue and, where appropriate, make a claim with the courier.

Nothing in this policy limits your statutory rights in relation to faulty, damaged, misdescribed or otherwise non-conforming goods.

Non-Returnable Items

Unless otherwise required by law, the following are not eligible for return under our voluntary returns policy:

• Gift cards

• Custom or personalised products that cannot reasonably be resold

• Products made to the customer's specifications where the applicable statutory exemption applies

• Items that have been fitted, installed, drilled, cut, sanded, painted or otherwise modified after delivery

• Items damaged after delivery through misuse, incorrect installation or modification

Sale items are not eligible for return under our voluntary returns policy unless otherwise stated.

These exclusions do not affect any statutory rights you may have in relation to faulty, damaged, misdescribed or otherwise non-conforming goods.

Cancellation Rights

If you are purchasing as a consumer online, you may have a statutory right to cancel an eligible order.

Where the statutory cooling-off period applies, you generally have 14 days after receiving the goods to notify us that you wish to cancel.

After notifying us, you must return the goods within the period required by applicable consumer law.

Certain goods are excluded from statutory cancellation rights, including goods made to the consumer's specifications or clearly personalised.

If a statutory cancellation right applies to your order, nothing in this policy removes or restricts that right.

Condition of Returned Items

You may inspect an eligible item to the extent reasonably necessary to establish its nature, characteristics and functionality.

If an item has been handled beyond what would reasonably be permitted when examining it in a shop and its value has been reduced as a result, we may make an appropriate deduction from the refund where permitted by law.

Aero products that have been fitted, drilled, cut, sanded, painted, bonded, modified or otherwise altered may no longer be suitable for resale and may therefore be subject to deductions or may not qualify for our voluntary returns policy.

Return Shipping

Unless the item is faulty, damaged, incorrect, or we are otherwise responsible for the return costs under applicable law, you are responsible for arranging and paying for return shipping.

We recommend using a tracked and appropriately insured shipping service.

You remain responsible for the returned item until it is received by us.

Original delivery charges will be refunded where required by applicable consumer law. Where you selected a more expensive delivery method than our standard delivery service, any refund of delivery costs may be limited to the cost of our standard delivery option.

Refunds

Once we receive your return, we will inspect it and notify you of the outcome.

Where a refund is due, it will be issued to your original payment method within the timeframe required by applicable law.

Your bank, card provider or payment service may take additional time to process the refund after it has been issued.

Where permitted by law, we reserve the right to make an appropriate deduction from a refund if the value of the returned item has been reduced as a result of unnecessary handling, use, damage or modification.

Shipping, Delivery & Insurance

Orders are shipped using tracked services and appropriate transit cover where available.

If your order arrives damaged, please contact us as soon as possible and retain the product, packaging and shipping materials while we investigate.

Where an order is returned to us because the customer:

• Failed to accept delivery

• Provided an incorrect or incomplete delivery address

• Failed to respond to the courier

• Failed to provide information requested by customs or the courier

• Failed to pay applicable import duties, taxes or customs charges

the customer may be responsible for any additional shipping costs required to send the order again, where permitted by law.

International Orders, Customs & Import Charges

Customers outside the country from which the order is dispatched may be responsible for import duties, taxes, customs charges and other fees imposed by their local authorities.

These charges are not included in the product price or shipping charge unless expressly stated otherwise.

Customers are responsible for complying with their country's import requirements and responding to requests from customs authorities or delivery companies.

Statutory Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict or replace any consumer rights that cannot legally be excluded or restricted.

If there is any conflict between this policy and your mandatory statutory rights, your statutory rights will apply.

Contact

For cancellations, returns, damaged items or questions regarding this policy, please contact:

sales@mintyfresh.jp