Refund policy

General Principle

Because our products are perishable food items (including chilled and frozen Wagyu and other meats), we are generally unable to accept returns or exchanges once products have been delivered, except in the limited circumstances described below and where required by applicable law.

Defective, Damaged or Incorrect Products

Please inspect your order immediately upon delivery. If you believe that:

  • The products are seriously damaged in transit;
  • The products are spoiled or not fit for consumption at the time of delivery; or
  • You received the wrong items or missing items,

please contact us within 1 days of delivery at  with:

  • Your order number;
  • A description of the issue; and
  • Clear photos of the products, packaging and shipping label.

We will review your request and may offer a replacement, partial refund, full refund or other suitable remedy at our discretion, in accordance with applicable law.

Situations Not Eligible for Refund

We are unable to provide refunds or replacements in the following situations, unless otherwise required by law:

  • Requests made after the notification period of 1 days from delivery.
  • Products that have been fully or partially consumed, discarded or are otherwise unavailable for inspection.
  • Quality issues arising from improper handling, thawing, storage or cooking after delivery.
  • Minor variations in colour, marbling or appearance that do not affect safety or quality.
  • Delays in delivery caused by factors beyond our reasonable control (airline delays, customs inspections, weather, etc.), where products remain fit for consumption at the time of delivery.

Refund Method

Approved refunds will be processed using the original payment method wherever possible. Depending on your payment provider, it may take several business days for the refund to appear in your account. Any bank charges, currency conversion fees or other third-party charges are your responsibility unless otherwise required by law.

Cancellations

Because we process orders for export, cutting, packing and shipment shortly after confirmation, cancellations after an order has been accepted may not be possible. If you wish to cancel your order, please contact us as soon as possible. If your order has already entered the cutting, packing or shipping process, we may be unable to cancel it, and charges may apply.

Contact

For any questions regarding returns or refunds, please contact:
MANOA Co.,Ltd.
Email: Contact Us
14F, Tokyo Square Garden, 3-1-1 Kyobashi, Chuo-ku,
Tokyo 104-0031, Japan