Return & Refund Policy
This Return & Refund Policy is specially applicable to the after-sales return rules of Japanese cross-border alcohol products of Osake Club. Formulated based on the special attributes of alcohol products and cross-border logistics characteristics, it clarifies return conditions, procedures, time limits and exemption scopes to protect the legitimate rights and interests of both buyers and the platform.
1. General Rules & Scope of Application
Alcoholic products are special cross-border food commodities. Unlike ordinary daily necessities, no unreasonable return, exchange or refusal for refund is supported. All returns and refunds are only applicable to the following situations: shipping damage, product leakage, quality defects, incorrect or missing shipments, and serious inconsistency between products and descriptions.
2. Eligible Return & Refund Scenarios
We will provide replacement, exchange or full/proportional refund services if the following conditions are met:
- Shipping Damage & Leakage：
Feedback within 48 hours after package signing for broken bottles, wine leakage and severely damaged outer packaging
- Product Quality Problems：
Original factory quality defects such as product deterioration, peculiar smell and abnormal wine body
- Incorrect & Missing Shipment：
The received products do not match the order specifications, brands and quantities, or there are missing items
- Unmarked Near-expiry & Defects：
Products with obvious defects or near-expiry status without prior marking
3. Non-Returnable & Non-Refundable Scenarios
The following situations are not supported for return, exchange or refund, which are general rules of the cross-border alcohol industry:
- Personal subjective reasons: dislike, inconsistent taste, over-purchase, unwanted, wrong specification selection
- Opened, consumed, artificially damaged or self-knocked damaged products
- Normal color difference and picture visual difference (product pictures are for display only, subject to the actual product)
- Customs clearance failure, confiscation or return caused by import policy restrictions of the buyer’s country/region
- Overdue feedback: failure to submit damage and problem evidence within the specified time limit
- Promotional discounted, clearance and gift set products without quality defects are non-returnable
- Unilateral refusal of intact packages with normal transportation and no quality problems
4. Claim Time Limit & Evidence Requirements
- Damage, Leakage, Incorrect & Missing Shipment：
Contact customer service within 48 hours after signing, and provide clear photos/videos of the complete outer package, waybill and damaged products
- Quality Problems：
Submit evidence within 7 days after signing, and the platform will handle it after verification
- Orders without overdue appeal or valid evidence will be regarded as normally completed, and no after-sales service will be accepted
All damage, leakage, and shipment error claims must be submitted within 48 hours after delivery with valid photos and videos. Quality issue claims must be initiated within 7 days. No after-sales service will be provided for overdue or unsubstantiated applications.
5. Solution & Settlement
For orders that meet the after-sales conditions verified by the platform, we will preferentially adopt the following solutions (judged according to actual conditions):
- Partial damage:
proportional refund according to the damaged quantity or free replacement of corresponding products
- Incorrect or missing shipment:
free replacement of correct products with no shipping fee borne by the buyer
6. Refund Processing & Arrival
All refunds will be returned to the original buyer’s payment account with no designated third-party refund channel. After the refund review is completed, the arrival time is 3–15 working days, which depends on the processing progress of payment institutions, bank clearing and cross-border settlement, and cannot be intervened by the platform.
7. Cross-Border Return Shipping Fee
The platform shall bear the replacement shipping fee for after-sales problems caused by platform liability (damage, incorrect shipment, quality problems). For returns, refusals and unreasonable exchanges due to personal reasons, all round-trip international shipping fees, customs clearance fees and taxes shall be borne by the buyer.
8. Final Interpretation
Within the scope permitted by law, Osake Club reserves the right of final interpretation of this Return & Refund Policy and may adjust the terms timely according to business and regulatory updates.