Return / Refund Policy

Return Policy

We are committed to provide our customers with a great shopping experience from us. Most items shipped from us can be returned within 3 days of receipt of arrival (For Food, Beverages, Snacks, Dry Goods, Health supplements, Fresh Grocery and Perishables Goods, within 3 days of receipt of arrival due to damages or quality issues ). Some products may have different policies or requirements associated with them, please see below for products under special categories, or contact our Customer Service for further assistance.

If your product falls under the below special categories, additional terms may apply:

-Food, Drinks, and Consumables

-Fresh Grocery and Perishables Goods


Special notes on Replacement and Refund:

Due to shipping and duty tax cost, if you receive product(s) that is damaged, missing, expired, defective or have quality issue, we will process the refund for the product(s).

If your package is returned due to customers’ personal reasons, we will not be able to refund you the duty tax, products charge and shipping fees.


Important Return Information

Received product with issues?

If you receive products that are defective, damaged, expired, or have quality issues, you may request to return the product within the allowed return period. We will process your request within 3 business days.

If the item is in stock, you have the option for a refund or a replacement.

If the items are out of stock, we will process a refund for you.


Can I return anything I want?

Although we have a 3 days return policy on most of our products, items with following conditions are not eligible for return:

  • Due to the safety of our customers, consumable product such as food, snacks, dry goods, health supplements, fresh produce, and prepared goods are not eligible for return, unless product is defective or have quality issue.
  • Products that are misuse, damaged, modified, or is in unsellable condition due to customer tampering.
  • Products that are missing parts, missing or altered labels, missing or altered serial number.
  • Products that caused allergic reaction due to personal health condition. If you are not familiar with the product, we recommend checking the ingredients of the product or consult with certified medical physicians prior to consuming or using the product.
  • Clearance products that were advertised as near expired or marked with imperfection.
  • In order to protect our customers, products that could cause personal hygiene concerns such as undergarments and adult products are not eligible for return, unless product is defective or have quality issue.
  • All sales are final and cannot be refunded or exchanged. Items due to transit damage may be subject to return after inspection.

Who pays for return shipping?

If you are returning the product due to the following reasons, we will send you a free return shipping label:

  • Product was damaged during shipping
  • We sent you the wrong item
  • Product is expired upon delivery
  • Product is defective or have quality issue.

If you are returning the product due to personal reasons, you will be responsible for shipping cost. Reasons such as:

  • Purchased wrong item, wrong size, wrong color, etc.
  • Purchased too many, or no longer need it
  • Unable to use the product due to allergic reaction. (Eligible products only)
  • Don’t like the product, buyer’s remorse, etc.

IMPORTANT DISCLAIMERS:

  • If you have any question or concern regarding the authenticity of the product you received, please contact us. We may ask for written proof from the manufacturer or authorized distributor if they determine the product is not authentic.
  • If you experienced discomfort or have any medical issues, please stop using or consuming the product and seek medical attention immediately.
  • Written proof from a certified physician is required if you believe there is quality issue with the product that caused it.
  • We are not liable for any issue with consumable products that are improperly stored.
  • All product pictures are for reference only. Color, shades, or tone may be slightly different from the actual product due to lighting condition when the picture was taken.

Special categories

Food/Beverage/Consumable Product Return Policy 

Category: Food, Beverages, Snacks, Dry Goods 

Return Period: We do not offer return and refund for Food/Beverage/Consumable Product


Return Qualification:

Upon receiving your product, if the product is damaged, or have quality issue, you may request a return immediately.


Return Instructions:

  • All returns must have an Return Merchandize Authorization number. Please email our customer service team to request a Return Merchandize Authorization number. Please be sure to provide us with your order number, picture of the product (If requested), quantity, and the reason for the return.
  • Once we’ve received your request, it may take up to 3 business days for us to review your RMA. Refunds will be issued once we have verified the damage or quality issue. You do not have to return the item back to us unless we ask.
  • Your refund will be issued back to the original form of payment that the order was placed. Please note that it may take your bank up to 5 business days to process your refund from the date that it was issued by Tokyo-on.

Fresh Produce, Processed Food, Frozen/Refrigerated Goods, and Perishable Products

Category: Processed Goods, Fresh Produce, Perishable, Frozen, and Refrigerated Goods 

Return Period:

Within 24 hours of receipt of shipment


Return Qualification:

Upon receiving your product, if the product is damaged, or have quality issue, you may request a return within the return period.


Return Instructions:

  • All returns must have an Return Merchandize Authorization number. Please email our customer service team to request a Return Merchandize Authorization number. Please be sure to provide us with your order number, picture of the product (If requested), quantity, and the reason for the return.
  • Once we’ve received your request, it may take up to 3 business days for us to review your RMA. Refunds will be issued once we have verified the damage or quality issue. You do not have to return the item back to us unless we ask.
  • Your refund will be issued back to the original form of payment that the order was placed. Please note that it may take your bank up to 5 business days to process your refund from the date that it was issued by Tokyo-on.
  • To ensure you receive fresh products, we may use expedited shipping on certain products. Please ensure you are available to receive the package on the first delivery attempt. If you are unavailable and the delivery was unsuccessful,it may affected the quality of the product, and the item will not be eligible for return.
  • Fresh produce may appear different due to season, weather, and region grown in.
  • Pictures on our site are for reference only, actual item may appear differently.
  • Please make sure fresh produce, processed food, and perishable products are properly stored in freezer/refrigerator to ensure the freshness of your product. Spoiled products due to inappropriate storing are not eligible for return.

Price Protection and Price Match

Tokyo-On does not have Price Protection and Price Match services.

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