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Return Policy

At Sakaya.co, we are committed to bringing authentic, world-class Japanese sake and shochu directly to enthusiasts across Hong Kong.

Return & Refund policy


# Return & Refund Policy

At **Sakaya.co**, we take pride in delivering authentic, premium Japanese sake and shochu in pristine condition. Due to the delicate nature of alcohol and strict quality control standards, **all sales are final once an order is confirmed**.

We do not accept returns or offer refunds for change of mind, incorrect ordering, or opened bottles unless the item arrives damaged, defective, or incorrect.

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### 1. Damaged, Defective, or Incorrect Items

If your package arrives damaged during transit, or if you received the incorrect item:

* **Notification Window:** Please inspect your order immediately upon delivery and notify our customer service team at **cs@sakaya.co** within **48 hours** of receiving your package.
* **Required Documentation:** To help us process your claim quickly, please include:
1. Your Order Number.
2. Clear photos/videos showing the damaged bottle, unopened seal/cap, shipping label, and external packaging box.


* **Resolution:** Upon verification, Sakaya.co will arrange a **free replacement** or issue a **full refund** (including any original shipping costs) to your original payment method within **3 to 5 business days**.

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### 2. Non-Returnable & Non-Refundable Items

To ensure product integrity and food safety, the following conditions are **strictly non-refundable**:

* **Opened Bottles:** We cannot issue refunds or returns for any bottle where the seal or cap has been broken or tampered with, unless the product itself is verified as corked or spoiled by the manufacturer/brewery.
* **Change of Mind:** Orders cannot be returned or exchanged after dispatch due to a change of personal preference.
* **Delivery Delays / Incorrect Address:** Items returned to us due to incorrect addresses provided by the customer or failed delivery attempts after multiple contact efforts are non-refundable.

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### 3. Return Shipping Fees

* **Damaged / Incorrect Goods:** If a physical return of a damaged or incorrect bottle is required, Sakaya.co will cover all return shipping costs or arrange local courier pickup free of charge.
* **Restocking Fees:** We do not charge any restocking or processing fees for valid claims involving damaged or incorrect items.

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### 4. Refund Process & Timelines

Once your return claim and documentation are inspected and approved:

1. We will notify you via email regarding the approval of your refund.
2. Approved refunds will be automatically credited back to your original method of payment (e.g., Credit Card, PayMe) within **3–5 business days**.
3. *Note: Actual reflection in your bank account depends on your financial institution's processing times.*

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### Contact Us

If you have any questions regarding your delivery or wish to report a damaged item, please contact us at:

* **Email:** cs@sakaya.co


*Sakaya.co reserves the right to make the final decision on any return or refund claims.*