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Refund Policy

IwaGO Refund Policy

At IwaGO, we are committed to your satisfaction. This Refund Policy outlines the circumstances under which refunds may be issued.

1. Eligibility for Refunds

Refunds are typically considered in the following situations:

  • Damaged or Defective Items: If you receive a damaged or defective item.

  • Incorrect Items: If you receive an item that is different from what you ordered.

  • Missing Items: If an item is missing from your order.

  • Late Delivery (under specific circumstances): If your order is significantly delayed (and the delay is not due to factors outside of our control, such as weather or traffic).

2. Non-Refundable Items

The following items are generally non-refundable:

  • Perishable Goods: Fresh food, flowers, and other perishable items are typically non-refundable unless they are damaged or defective upon arrival.

  • Personalized Items: Items that have been personalized or customized specifically for you.

  • Items Marked as Non-Returnable: Certain items may be marked as non-returnable in the product description.

3. Refund Process

  • Contact Us: Contact IwaGO customer support as soon as possible (ideally within 24 hours) of receiving your order to report the issue. Provide your order number, a description of the problem, and photos if applicable.

  • Review: IwaGO will review your request and may contact you for additional information.

  • Resolution: If your refund is approved, the refund amount will be credited to your IwaGO wallet. These funds can be used for future purchases on the IwaGO platform.

4. Using Your IwaGO Wallet

  • Funds in your IwaGO wallet can be used to purchase any item or service available on the IwaGO platform.

  • Your IwaGO wallet balance does not expire.

  • Funds cannot be withdrawn from your IwaGO wallet as cash.

5. Vendor-Specific Policies

Individual Vendors on the IwaGO platform may have their own refund policies. These policies will be outlined on the Vendor's page. In the event of a conflict between this general Refund Policy and a Vendor's specific policy, the Vendor's policy will generally apply.

6. Dispute Resolution

If you are not satisfied with the resolution of your refund request, you may contact IwaGO customer support to escalate the issue.

7. Modifications to this Policy

IwaGO reserves the right to modify this Refund Policy at any time. Any changes will be posted on our website and will be effective immediately.

8. Japanese Law Considerations

This Refund Policy is subject to applicable Japanese consumer protection laws, including the Consumer Contract Act.