Refund policy

All items are shipped from Japan on a purchase-agency basis: in most cases we buy each item in Japan after your order is placed. Please read this policy before ordering.

Cancelling an order

You can request cancellation from the order page in your account, or by email at incluway@yahoo.co.jp. Cancellation requests are reviewed and confirmed by us; they are not automatic.

  • Before your parcel is handed to Japan Post: we cancel the order and refund the full amount you paid, including shipping.
  • After your parcel has been handed to Japan Post: it can no longer be recalled. Please receive the parcel and follow the return terms below.

If you want to cancel, please contact us as soon as possible.

Change-of-mind returns

You may return an item for change of mind within 7 days of delivery if it is unopened and unused, in its original packaging, and in resalable condition.

  • Contact us first. Please do not send anything back before we have agreed to the return and sent you the return address.
  • Return shipping is at your cost, and the original shipping fee is not refunded.
  • For customers in Korea, we provide a return address in Korea, so you do not need to send the item back to Japan.
  • Once we have received and inspected the item, we refund the price of the goods.

Items that cannot be returned for change of mind

  • Food, drinks and tea once opened
  • Supplements, quasi-drugs and personal care items once opened, for hygiene reasons
  • Cosmetics once opened or used
  • Items whose value has been significantly reduced by use, or by damage to or loss of the original packaging

Opening the outer box only to check the contents does not by itself prevent a return.

Damaged, defective or incorrect items

If your item arrives damaged, defective, or is not what you ordered, we will replace it or refund you in full, including shipping.

  • Please contact us as soon as possible after delivery, ideally within 48 hours, at incluway@yahoo.co.jp.
  • Include photos of the item, the outer box and the shipping label.
  • We cover all return shipping costs in these cases.
  • Please do not send anything back before contacting us. We will tell you whether and where to return it.

Refund processing

  • Refunds are issued only to the original payment method. We do not refund to bank accounts or to third parties.
  • When we receive a returned item, we will email you the result of our inspection within 3 business days.
  • Your bank or card issuer usually takes a further 5–10 business days to post the refund. This timing is outside our control.
  • Refunds are made in the currency you paid in. If your card issuer converts currency, the amount you receive may differ slightly because of exchange rates or fees charged by your card issuer.

Parcels refused or returned by customs

If a shipment is held, refused, destroyed or returned by the customs authority of the destination country, the terms in our International Shipping & Customs Policy apply. In short: outbound and return shipping, storage and handling charges are borne by the buyer and deducted from any refund. If the item comes back to us in resalable condition, we refund the price of the goods. If it is seized or destroyed and cannot be recovered, the price of the goods cannot be refunded.

Your statutory rights

Nothing in this policy limits any right of withdrawal or cancellation that applies to you under the mandatory consumer law of your own country. Where such a right applies, it takes precedence over the terms above.

Contact

MOAMOA65 JAPAN – incluway@yahoo.co.jp – +81 80-4119-9555