1. Return Period
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Ichigo & Co. offers a 30-day return policy.
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Customers have 30 days from the date of receiving the item to submit a return request.
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Requests submitted after this period may not be accepted according to our policy.
2. Eligibility for Returns
To qualify for a return, the item must meet all of the following conditions:
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Be in the same condition as when it was received
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Be unused, and undamaged
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Include original tags or labels (if applicable)
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Be returned in its original packaging
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Be accompanied by a receipt or proof of purchase
Ichigo & Co. reserves the right to refuse a return if the product does not meet these conditions.
3. How to Request a Return
To start a return request, please contact us:
📧 Email: ichigo.co@outlook.com
Please include the following information:
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Order number
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Full name of the purchaser
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Photos of the product (if the item is defective or damaged)
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Reason for the return
If your request is approved, we will:
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Provide detailed return instructions
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Issue a return shipping label (if applicable)
Note:
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Items returned without prior authorization from Ichigo & Co. will not be accepted.
4. Damaged or Incorrect Items
Please inspect your order immediately upon receiving it.
If you notice any of the following:
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Defective product
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Product damaged during shipping
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Incorrect item delivered
Please contact us within 48 hours after receiving the order so we can review the issue and resolve it promptly.
5. Non-Returnable Items
The following items are not eligible for return:
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Perishable goods (e.g. food products such as opened matcha)
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Custom-made or personalized products
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Personal care products
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Hazardous materials or flammable substances
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Sale items
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Gift cards
If you are unsure whether your item qualifies for a return, please contact us before submitting a request.
6. Exchanges
The fastest way to exchange an item is to:
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Submit a return request for the purchased product
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After the return is approved, place a separate new order
This process helps reduce the overall processing time.
7. European Union 14-Day Cooling-Off Period
For orders shipped to the European Union (EU):
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Customers have the right to cancel or return their order within 14 days after receiving the product.
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No reason is required.
The product must still meet these conditions:
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Unused
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In its original packaging
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Accompanied by proof of purchase
This policy complies with EU consumer protection regulations.
8. Refunds
Once we receive and inspect the returned item, we will notify you whether the refund request is approved or rejected.
If the refund is approved:
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The refund will be issued to the original payment method
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Processing time may take up to 10 business days
Please note:
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Your bank or card issuer may require additional time to process the refund.
If more than 15 business days have passed since approval and you have not received the refund, please contact:
9. Return Shipping Costs
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Unless the return is due to an error by Ichigo & Co., customers may be responsible for return shipping costs.
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Detailed instructions will be provided depending on the specific case.