Refund Policy

Customers have 7 days from the date of delivery (according to tracking status) to submit a return request.
Any requests submitted after this 7-day period will be strictly declined.

To qualify for a return, the item must strictly satisfy all of the following conditions:

Completely unused, unwashed, and undamaged.
All original tags, labels, seals, and protective packaging must remain intact and unopened.
Accompanied by the original order confirmation or proof of purchase.

Non-Returnable Items:

All food items (including Matcha products, whether opened or unopened, for hygiene and safety standards).
Custom-made, personalized, or handcrafted bespoke products.
Items purchased on sale, promotional items, or gift cards.
Handcrafted ceramic products with minor natural variations in texture, shade, or hand-painted details (these are unique characteristics of handcrafting, not defects).

Ichigo & Co. reserves the absolute right to reject any return that fails to meet these criteria upon physical inspection.

Unauthorized returns will be rejected automatically and returned to the sender at the customer’s expense.
To initiate a request, contact ichigo.co@outlook.com with:
1. Order number & full buyer name.
2. Clear photos and an unboxing video showing the shipping label and product condition.
3. Detailed reason for the return.
Returning an item without receiving prior written approval and authorization instructions from Ichigo & Co. will invalidate any claim.

Customers must inspect their shipment upon delivery and report any damaged, defective, or incorrect items within 24 hours of receipt.
Mandatory Requirement: An uninterrupted unboxing video recorded at the time of opening the parcel is required to verify claims regarding damage or missing items.
Requests submitted without valid proof or past the 24-hour window will not be eligible for replacement or store credit.

We do not offer direct product exchanges.
If eligible for a return, you may return the item following our standard return process for store credit or a refund (less shipping/handling fees), then place a new order independently.

Customers are strictly responsible for all return shipping fees, customs duties, taxes, and handling charges.
Original shipping fees are non-refundable under any circumstances.
We strongly recommend using a trackable shipping service with insurance. Ichigo & Co. is not responsible for lost, stolen, or damaged return packages during transit.

Upon receiving and inspecting the returned item, we will notify you of the final approval or rejection.
Approved returns will be issued via Store Credit or refunded to the original payment method, minus original shipping costs and a 10% restocking fee.
Refunds may take up to 10–15 business days to process depending on your financial institution.

In accordance with EU consumer regulations, EU customers have 14 days to request a cancellation. However, items must be strictly unopened, unused, with all seals intact, and return shipping costs remain the sole responsibility of the buyer.