We offer hassle-free exchanges or refunds provided it meets the following conditions:
- Free exchanges or returns within 30 days.
- With proof of purchase.
- Item must be unused in its original packaging in perfect condition.
- We will not accept return products that are scratched or marked, even if they are unused.
- Packing materials can be provided upon request.
- If you buy multiple items and return some, and the total falls below $89 (the minimum for free shipping), we will deduct $9.9 for shipping.
- We do not refund shiping fee.
Our return policy does not apply to the following products.
- Due to hygiene reasons, we do not accept returns of thermal products, such as jugs, flasks and cups.
- We do not accept returns of charcoal products, such as Binchotan.
- We do not accept returns of Okunoto konro grills due to their fragile nature.
- Email us your order details to email@example.com.
- We will send you a prepaid Australia Post shipping label by email.
- Print the label and stick it on top of the box (to cover the original shipping label).
- Post the parcel at a nearby post office.
- There is no time frame for the shipping label, so you can post it anytime at your convenience.
- Once we receive the products and upon inspection, we will arrange for an exchange or refund.
Any lost parcel must be reported within 2 weeks after delivery. Please understand that it is difficult to trace any lost parcel if this timeframe is exceeded.
Please click here for warranty and repair enquiry.
IMPORTANT: These procedures are available exclusively for customers in Australia. If you are located outside of Australia, we would appreciate your understanding in handling the return of the item personally. Please be aware that we are unable to cover the return shipping expenses for customers residing outside Australia.