Refund Policy

The products we handle are food items (frozen eel, pre-cooked foods, etc.),
For hygiene and quality control reasons, we cannot accept refunds or returns for the following reasons.

• Cancellation due to customer reasons

• The taste, texture, and size were different from what I expected.

• The image is different from the photo.

• Undelivered due to prolonged absence, refusal to accept delivery, or incorrect address.

• Quality deterioration due to storage conditions on the customer's end.

Orders cannot be canceled or changed after they have been confirmed.

Because these are frozen foods, the products are discarded once they enter the preparation stage for shipment and cannot be resold.

Returns and exchanges will not be accepted in the following cases:

• Opened product

• Products that have been thawed once

• Quality deterioration due to the customer's storage method.

• Slight frost on a frozen state

• Minor dents and scratches on the box during shipping.

In the unlikely event that any of the following defects are caused by our store, we will investigate the situation and either issue a refund or resend a replacement product.

The product was severely damaged.

The contents were wrong.

There are quality issues such as large leaks or tears.

*Required conditions

Please contact us with the following information within 24 hours of receiving your product.

Photos of the defective parts (box, product, label)

Order number

Explanation of the situation

If more than 24 hours have passed, we may not be able to process your order due to the nature of frozen foods.

The following are not eligible for a refund:

• Quality deterioration due to customer absence or refusal to accept delivery

• Expiration of refrigerated delivery due to leaving delivery notice unattended.

• Non-delivery due to incorrect address entry

• Delivery delays (due to typhoons, natural disasters, traffic conditions, etc.)

*In the event of quality issues arising due to delivery delays, we will handle the matter in accordance with the shipping company's regulations.

If the product is returned due to reasons attributable to the customer, such as expiration of storage period, incorrect address, or refusal to accept delivery,
Refunds are not available. If you wish to have the item resent, you will be responsible for the shipping costs.

If you are deemed eligible for a refund:

• Refunds will be processed according to the payment method.

• For credit card payments, the card company's regulations apply.

• Refund processing usually takes 3 to 10 business days.

For inquiries regarding refunds, please contact us using the information below.

Email: unagin.nagoya@gmail.com

We will check and respond promptly.