Returns and Refunds Policy
1. Scope
This policy sets forth the conditions for returns, exchanges, and refunds for food and other products sold by Tradi Inc. (hereinafter referred to as "the Company"). In cases where separate provisions are stipulated in individual basic transaction agreements or purchase orders, those provisions shall take precedence.
2. Food Returns
From the perspective of food hygiene and quality control, returns of food products (fresh foods, refrigerated/frozen foods, processed foods, seasonings, etc.) due to customer convenience are generally not accepted.
This is because once food products are delivered, they leave our controlled cold chain logistics system, making it difficult to guarantee their safety and quality.
2-1. Cases where returns/exchanges are possible
Returns, exchanges, or refunds will be handled at our expense only in the following cases:
- If the product has a quality defect (spoilage, mold, abnormal odor, foreign matter contamination, expired shelf life, etc.)
- If a product different from the order was delivered (misdelivery/wrong item)
- If there is a shortage or excess in quantity
- If damage or soiling is recognized during transportation
- If there is clear evidence of improper temperature management (e.g., temperature deviation for refrigerated/frozen products)
2-2. How and when to report defective products
| Item | Content |
|---|---|
| Reporting Deadline | Please contact us within 3 business days of product arrival. We will not be able to respond if the deadline is exceeded. |
| Contact Information | info@halalichiba.com |
| Required Information |
① Order number or delivery note number ② Details of the defect (description of the specific condition) ③ Photos of the entire product and the defective area (2 or more) ④ Desired action (exchange or refund) |
| Return Address | Toyogetsu House 1, 3-10-9 Shirokane, Minato-ku, Tokyo 108-0072 |
* Products returned without prior notification cannot be accepted. Please be sure to contact us at the above contact information in advance.
3. Returns of Non-Food Products
For non-food products (tableware, cooking utensils, packaging materials, etc.), we will accept returns if the following conditions are met:
- Contacted within 7 days of product arrival
- Unused and unopened, in the same condition as when delivered
- Tags/labels still attached and in the original packaging
- With delivery note or proof of purchase
For returns due to customer convenience, the return shipping fee will be borne by the customer. In the case of defective products or misdelivery, we will bear the cost.
4. Non-Returnable Products
The following products cannot be returned or exchanged for any reason:
- Fresh food, refrigerated/frozen food (except for defective products)
- Opened or used products
- Products past their best-before or expiration date
- Products damaged or scratched due to customer's responsibility
- Custom-made or build-to-order products (e.g., special orders, private label products)
- Sale items, gift cards
5. Exchanges
If you wish to exchange a product, please first initiate a return, and once the return is accepted, place a new order for the desired product. For exchanges of defective products, we will respond by shipping a replacement or issuing a refund, depending on stock availability.
6. Refunds
Once the returned product is received and inspected, we will notify you whether a refund is possible.
| Item | Content |
|---|---|
| Refund Method | Refund via original payment method or offset against future transactions |
| Refund Timeline | Within 10 business days after return approval (may vary depending on bank/card company processing) |
| Inquiries | If you do not see the refund after 16 business days from refund approval, please contact info@halalichiba.com |
7. Request for Inspection upon Delivery
Upon product arrival, please be sure to check the following points:
- Presence of damage to the outer packaging (cardboard/packing)
- Whether the product items and quantities match the delivery note
- Temperature condition of refrigerated/frozen products (e.g., no signs of thawing)
- Confirmation of best-before/expiration dates
If damage is found during delivery, please refuse receipt or document the damage in the presence of the delivery company, and promptly contact us.
8. Order Cancellation
For cancellations before shipping, we will accept cancellations if you contact us before the product is dispatched from the shipping center. If the product has already been shipped, it will be handled in accordance with the return procedures.
Cancellations for build-to-order or custom-made products cannot be accepted after the order has been placed.
9. Contact Us
If you have any questions regarding returns or refunds, please feel free to contact us at:
Email: info@halalichiba.com
Address: Toyogetsu House 1, 3-10-9 Shirokane, Minato-ku, Tokyo 108-0072