Return & Refund Policy

Thank you for shopping at Okinawa Arakaki Market (沖縄新垣商店).

As we specialize in premium Japanese food products, including perishable items, we maintain strict food safety and quality standards. Please read the following policy carefully before making your purchase.

---

1. Eligible Claims

We accept refund, exchange, or replacement requests only in the following situations:

• Wrong item sent by us
• Product expired upon delivery
• Product damaged or leaking during transit
• Significant product quality issue upon receipt
• Missing item(s) from your order

Near-Expiry Promotion Exception

Products sold as part of a near-expiry discount campaign, clearance promotion, or short-dated sale are sold with the best-before date clearly disclosed at the time of purchase.

These products are not eligible for return, refund, or exchange on the basis of the best-before date, as the discounted price reflects the remaining shelf life at the time of sale.

---

2. How to Submit a Claim

All claims must be submitted within 48 hours of delivery via our Contact Us page or customer service channels.

Please provide:

• Order number
• Product name(s)
• Description of the issue
• Contact name and telephone number

Where applicable, please also provide:

• Clear photo(s) of the product
• Clear photo(s) of the outer packaging
• Clear photo of the shipping label / SF Express waybill
• Photo of parcel contents as received (for missing item claims)
• Batch number or expiry date photo where applicable

Claims submitted without sufficient supporting information may not be eligible for review.

---

3. Product & Packaging Retention

For food safety and investigation purposes, customers must retain the product, original packaging, and shipping materials until the review process has been completed.

Customers should inspect their parcel and contents as soon as reasonably possible after delivery.

---

4. Review Process

All claims are subject to investigation and review.

We may request additional information, photographs, or supporting documentation where necessary.

We aim to complete our review and respond within 7 working days.

Any refund, exchange, replacement, store credit, or other remedy will be determined based on the outcome of the review.

---

5. Important Notes

• Opened goods cannot be returned, refunded, or exchanged.
• Unclaimed orders are not eligible for refund.
• Customers are responsible for monitoring SF Express tracking notifications and collecting parcels within the collection period specified by SF Express.
• Any storage fees, return shipping charges, re-delivery fees, handling charges, or product losses arising from failure to collect, refusal of delivery, or incorrect delivery information shall be the responsibility of the customer.
• For perishable or temperature-sensitive products, no refund, exchange, or compensation will be provided where product quality is affected by delayed collection or failure to collect.

---

退款及退貨政策

感謝您光顧沖縄新垣商店（Okinawa Arakaki Market）。

由於本店銷售優質日本食品及易腐商品，為保障食品安全及品質，請於購物前仔細閱讀以下政策。

---

1. 可接受退款或換貨的情況

本店只接受以下情況的退款、換貨或補寄申請：

• 本店發錯貨品
• 貨品到達時已過期
• 貨品於運送途中損壞或漏出
• 收貨時發現產品有嚴重品質問題
• 訂單貨品短缺

臨近到期優惠產品例外條款

凡以臨近到期折扣優惠、清貨促銷或短效期特賣形式出售的產品，均已於購買時列明最佳食用日期。

此類產品不接受以最佳食用日期為由提出的退款、換貨或補寄申請，因折扣價格已反映產品於銷售時的剩餘存放期。

---

2. 如何提交申請

所有申請必須於收貨後 48小時內 透過本店「聯絡我們」頁面或客服渠道提交。

請提供：

• 訂單號碼
• 產品名稱
• 問題詳情
• 聯絡人姓名及電話

如適用，請同時提供：

• 產品照片
• 外箱照片
• 順豐運單照片
• 開箱內容物照片（適用於貨品短缺申請）
• 批次編號或到期日照片（如適用）

如未能提供足夠資料，本店可能無法進行相關審核。

---

3. 保留產品及包裝

為保障食品安全及方便查核，顧客須保留相關產品、原包裝及運送包裝，直至審核程序完成為止。

顧客應於收貨後盡快檢查產品及包裝內容。

---

4. 審核程序

所有申請均須經過調查及審核。

本店可因應個別情況要求提供額外資料、照片或其他證明文件。

本店一般會於 7個工作天內 完成審核並回覆結果。

任何退款、換貨、補寄、購物金或其他安排，均須視乎審核結果而定。

---

5. 重要事項

• 已開封貨品恕不接受退貨、退款或換貨申請。
• 未領取訂單不符合退款資格。
• 顧客有責任留意順豐速運通知及追蹤資訊，並於指定期限內領取貨品。
• 因未有按時領取貨品、拒絕收貨、提供錯誤送貨資料而產生之存倉費、退回運費、重新派送費、處理費或產品損失，均由顧客自行承擔。
• 如因延遲領取或未領取而影響易腐產品或溫控產品品質，本店恕不接受退款、換貨或賠償申請。