返金ポリシー

Refund Policy

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Returns and Refunds
Given the nature of our products, we do not offer returns or refunds on Care Packages once they have been delivered to a third party carrier. This does not affect the statutory rights of consumers in the EU/EEA, who have a 14-day right of withdrawal as described in the EU/EEA section at the end of this policy. However, we encourage you to contact us at info@kokorocares.com with your specific issue so we can do our best to make this a positive experience for you.

Refunds (if applicable)
In the case of a refund, a credit will be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@kokorocares.com.

EU/EEA Customers — Right of Withdrawal (14 Days)
If you are a consumer in the EU/EEA, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days from the day on which you (or a third party other than the carrier indicated by you) acquire physical possession of the goods.
To exercise your right of withdrawal, use our Withdrawal Form — no account or login is required; simply enter your name and order number. Alternatively, you may send a clear statement of your decision to info@kokorocares.com. Sending your communication before the withdrawal period expires is sufficient.
Condition for return: As our products are foods, returned items must be unopened, unused, and with their seals intact.
Effects of withdrawal: We will reimburse all payments received from you, including the costs of standard delivery, without undue delay and no later than 14 days from the day we are informed of your decision. We may withhold reimbursement until we have received the goods back or you have supplied proof of having sent them back. You will bear the direct cost of returning the goods.
Exceptions (Art. 16, EU Consumer Rights Directive): the right of withdrawal does not apply to (a) sealed goods which are not suitable for return for health protection or hygiene reasons and were unsealed after delivery — this includes any opened or used food items; (b) goods liable to deteriorate or expire rapidly; and (c) goods made to order or personalized.