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Return & Refund Policy – Al Modina Halal Food Japan

At Al Modina Halal Food Japan, customer satisfaction is our top priority. We handle every issue with honesty, fairness, and responsibility.

Please read our Return & Refund Policy carefully so you understand how we process product problems, refunds, cancellations, return-to-sender cases, and eligible return requests.

1. Important Return & Exchange Policy for Food Products

Due to food safety reasons, we do not accept returns or exchanges for perishable food items, frozen products, chilled meat, fresh meat, seafood, grocery products, or any food-related items unless the item is defective, damaged, spoiled, missing, or incorrect at the time of delivery.

We accept returns or refund requests for defective products only. We do not accept returns for non-defective products, customer change of mind, wrong order by customer, opened items, used items, or products that were not stored properly after delivery.

Exchanges are not accepted for food safety reasons.

Customers must contact us within 24 hours of delivery with the order number, photos/videos, and product details. Eligible defective, damaged, spoiled, missing, or incorrect items may be refunded, replaced, resent, or handled with store credit after review.

Refunds may take up to 14 days to process after approval.

2. If the Mistake Is From Our Side

If any issue occurs due to our mistake, we will review and solve it responsibly.

This includes:

  • Wrong item packed
  • Missing items
  • Damaged item due to improper packing
  • Defective or spoiled item at the time of delivery
  • Any issue caused by our staff

Your solution options:

  • Free reshipment of the correct item, when applicable
  • Refund, after review and approval
  • Store credit, which can be used anytime on our website or app

Depending on the situation, we may offer a refund, replacement, reshipment, or store credit after checking the issue.

3. Quality Issues With Our Products

If there is a confirmed quality issue with any product we delivered, we may refund, replace, resend, or provide store credit after review.

Please contact us within 24 hours of delivery and provide clear photos/videos so we can check the issue and solve it quickly.

For frozen, chilled, fresh meat, seafood, and food products, customers must store the products properly immediately after delivery. We cannot accept claims for products that were left outside for a long time, opened, used, improperly stored, or reported after the allowed time.

4. Product Condition for Eligible Returns

Eligible return or refund cases are accepted only for new products where the issue is confirmed as defective, damaged, spoiled, missing, or incorrect at the time of delivery.

Where applicable, products must be unopened, unused, and in original condition. Due to food safety rules, opened, used, or improperly stored food products cannot be returned or exchanged.

5. Customer Responsibilities for Return-to-Sender (RTS)

Once an order is shipped, the shipping fee is already paid on our side.

If a parcel returns to us due to customer-related reasons, the customer is fully responsible.

This includes:

  • Customer refuses the parcel
  • Customer is not available to receive the parcel
  • Customer provides wrong or incomplete address
  • Customer ignores delivery attempts or carrier notices
  • Customer fails to pick up from the delivery center

Return Fee / RTS Fee:

A ¥1,500 fee per box will be charged for failed delivery caused by customer-related reasons.

This applies to:

  • Prepaid orders
  • Cash on Delivery / COD orders
  • All customers, new and existing

Shipping may be free for customers in some cases, but it is not free for us. Return shipments can cost even more than sending. To maintain fair operation, this fee is required when delivery failure is caused by customer-related reasons.

6. Refund Policy for Card Payments

If the customer paid by credit card or debit card and a refund is approved, the refund will usually be processed back to the same card.

  • Refund to the same card may take 7–12 business days, depending on bank/card processing time.
  • Refund processing may take up to 14 days after approval.
  • If a faster refund is needed, we may request a Japan Post Bank / ゆうちょ Bank account, when available.

7. Refund Policy for Cash on Delivery / COD

If COD payment was made and a refund is approved, we will refund through:

  • Bank transfer, Japan Post Bank preferred
  • Store credit, depending on customer preference and case approval

Bank transfer refunds require correct bank account information from the customer.

8. Order Cancellation

Before shipping:

Orders may be cancelled if the request is made before the parcel is handed to the courier.

After shipping:

Cancellation is not possible once the parcel has been shipped or handed over to the courier.

If the customer refuses the parcel after shipping, the Return Fee / RTS Fee of ¥1,500 per box will apply.

9. Order Cancellation Before Shipping Contact

If you need to cancel your order before it is shipped out, please contact us immediately at any of the following numbers:

📞 080-9211-8824
📞 090-6029-8013
📞 0270-31-1419

Our team will check your order status and assist you with cancellation as long as the parcel has not yet been handed over to the courier.

10. How to Request a Refund or Report a Problem

Please contact us within 24 hours of delivery with the following information:

  • Your order number
  • Clear photos/videos, if the issue is product-related
  • A clear description of the problem
  • Product name and quantity

We encourage all customers to stay calm and explain the problem clearly. We promise that every genuine problem has a solution, and we will handle each case responsibly.

11. Non-Returnable and Non-Exchangeable Items

For food safety reasons, the following items are not returnable or exchangeable unless they are defective, damaged, spoiled, missing, or incorrect at the time of delivery:

  • Fresh meat
  • Frozen meat
  • Chilled products
  • Seafood
  • Frozen foods
  • Perishable food items
  • Grocery and food-related items
  • Opened or used items
  • Products not stored properly after delivery

12. Summary of Our Google Merchant Return Policy

  • Country: Japan
  • Returns: Accepted for defective products only
  • Exchanges: Not accepted
  • Product condition: New products only, where applicable
  • Return cost: Free for approved defective, damaged, spoiled, missing, or incorrect item cases
  • Refund processing time: Up to 14 days after approval

This policy is designed to protect both our customers and our food safety standards.