Refund Policy (kiwijapanese.com)

 

Effective date: [2025-12-11]
This Refund Policy applies to purchases made on https://kiwijapanese.com (“we”, “us”, “our”).

We aim to be fair and transparent. This policy is written so customers know exactly when refunds are available, and it also helps us meet “clear disclosure” expectations for online sales.

1) Digital downloads (PDFs, eBooks, audio/video files, downloadable lesson materials)

Refund window: within 24 hours of purchase

We will issue a refund for a digital download only if:

  • you request it within 24 hours of purchase, and

  • the digital product has not been downloaded/streamed/accessed, and access has not been substantially used.

Once a digital product has been downloaded or streaming has started, it generally becomes non-returnable (because the content has been delivered).

If the digital file is defective or incorrect:
If you received the wrong file or the file is corrupted / not working, contact us within 24 hours. We will first try to fix the issue or provide a correct replacement. If we cannot fix or replace it within a reasonable time, we will refund you.

2) Physical products (only if we sell/ship physical items on kiwijapanese.com)

A. Wrong item sent / mismatched product (our mistake) — within 24 hours of purchase

If we sent a different item than what you ordered, contact us within 24 hours of purchase. After verification, we will arrange a replacement or refund.

B. Ordered the wrong product (customer mistake) — within 24 hours of purchase
If you ordered the wrong item/variant, contact us within 24 hours of purchase. We can cancel or change the order only if it has not shipped yet.

C. Damaged or defective item — within 7 days of delivery
If the product arrives damaged or defective, contact us within 7 days from delivery. After verification, we may replace, exchange, or refund.

No refunds for late delivery
We do not refund physical orders due to late arrival, because delivery time can be affected by factors outside our control (wrong/incomplete address, address changes, courier delays, customs, local regulations, etc.).

3) How to request a refund

Email: hello@kiwijapanese.com with:

  • Order number

  • Item name

  • Reason for request

  • For defects/wrong items: screenshots/photos/video evidence (as applicable)

4) Refund method and timing

Approved refunds are returned to the original payment method. Please allow 5–10 business days after approval for processing (timing depends on your bank/payment provider).

5) Legal note

This policy does not limit any rights you may have under applicable consumer protection laws, and online sellers are generally expected to clearly disclose key terms such as cancellation/returns and advertising information.

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