Return Policy
We want every order to reach you in perfect condition. If something goes wrong on our end, we'll make it right.
At Japanese Food Station SL, we import directly from Japan and handle every order with care. We only accept returns in specific situations where the fault is clearly on our side β not for change of mind or incorrect ordering. Returns must be reported within 48 hours of receiving your order.
Accepted Reasons We Accept Returns For
Damaged by Us
If an item was packaged incorrectly or was already damaged before it was dispatched β broken seals, crushed packaging, cracked containers β we take full responsibility and will replace or refund the item.
β Eligible for Return or ReplacementExpired Products
We carefully check expiry dates before dispatching. However, if you receive a product that is expired or very close to its expiry date without prior notice, we will fully replace or refund it β no questions asked.
β Eligible for Full Refund or ReplacementDamaged During Delivery
If your order was damaged in transit β leaking, broken, or crushed β please photograph the package and items immediately upon receipt and contact us within 48 hours. We will arrange a replacement or refund for the affected items.
β Eligible for Replacement or Refund- Change of mind or ordering the wrong product
- Disliking the taste, flavour, or texture of a product
- Products that have been opened, partially used, or tampered with
- Incorrect delivery address provided by the customer
- Items reported more than 48 hours after delivery
- Products purchased during a sale or at a discounted price
Process How to Request a Return
Take Photos Immediately
As soon as you notice an issue, photograph the product and packaging clearly β showing the damage, expiry date, or the condition it arrived in. This is required to process your return.
Contact Us on WhatsApp Within 48 Hours
Send your photos, order number, and a brief description of the issue to our WhatsApp: +94 71 365 4258. Returns reported after 48 hours of delivery cannot be processed.
We Review and Respond
Our team will review your photos and confirm whether the return is approved. We aim to respond within 24 hours on business days.
Replacement or Refund
Once approved, we will arrange a replacement with your next order or process a refund via your original payment method. Bank transfer refunds are processed within 3β5 business days.