Refund policy

Operating Company: MiteConnect Inc.
Service Name: NANIKOKO
Last Updated: September 16, 2025

1. Basic Policy

MiteConnect Inc. (NANIKOKO) will provide refunds, resend items, or accept returns in the following cases.

Business Days Definition: Weekdays (excluding weekends, national holidays, and year-end/New Year holidays) 10:00-17:00 JST

2. Refund Conditions by Product Type

2.1 Physical Products (Japanese Food Items & Subscription Box Items)

Orders Not Delivered

  • If tracking information does not show delivery completion, we will provide refunds or resend the items
  • If there is a discrepancy between tracking information and actual delivery status, we will respond based on customer reports

Reasons for Tracking Information Alerts:

  1. Incorrect/insufficient address
  2. No such number
  3. Unknown recipient
  4. Delivery refused
  5. Not picked up within storage period
  6. No safe delivery location
  7. Customs clearance incomplete
  8. Others

Notes:

  • Delivery attempts and storage periods follow local shipping regulations
  • We take no responsibility for items lost during return shipment to our logistics company

Products Damaged or Defective

  • Please contact us within 14 business days after receiving the product and complete the return process within 30 business days
  • We will accept returns and exchanges (return shipping costs are the customer's responsibility)

Information Required for Returns:

  1. Order Number
  2. Proof of Purchase
  3. Complete Shipping Address
  4. Telephone Number
  5. Photos or videos of the defective product as evidence

Non-Returnable Items:

  • Food and beverages (due to hygiene reasons - absolutely no returns accepted)
  • Opened products due to customer preference
  • Cases where only the outer packaging is damaged (minor external damage due to international shipping is not covered)

2.2 Service Products

The following services are non-refundable once interaction (service provision) has begun:

Covered Services:

  1. Travel Concierge Service (after travel guidance/chat support begins)
  2. Real Estate Research Service (after research begins)
    • Property viewing assistance is an optional service
    • Even if viewing cannot be conducted, the basic research service fee is non-refundable as the service has been provided
  3. Reservation Service (after reservation process begins)
    • If reservations cannot be made for the requested date/time, we will propose the nearest available date or alternative establishments
    • If customers decline all proposed alternatives, we will provide a refund

Exceptional Refund Conditions:

  • When service provision becomes impossible due to our circumstances
  • When service cannot be provided due to our gross negligence

2.3 Subscription Box Service

Mid-term Cancellation

  • Cancellation is possible before the current month's items are shipped
  • Cancellations after shipping will apply from the following month
  • No refunds for items already shipped

3. Return Rights for Mail-Order Sales

Returns under the Act on Specified Commercial Transactions:

  • Unopened and unused products may be returned within 8 days of receipt
  • Food, beverages, made-to-order products, and service products are excluded
  • Return shipping costs are the customer's responsibility

4. Shipping & Customs

International Shipping

  • Shipping Partners: Japan Post, Yamato Transport
  • Shipping Insurance: Not provided
  • Customs Duties & Import Taxes: Customer's responsibility
  • Reshipping fees when returned due to customs issues: Customer's responsibility
  • When shipping is impossible due to export restrictions: Full refund provided

Liability During Shipping

  • Except in cases of our intentional misconduct or gross negligence, liability is limited to the shipping carrier's coverage
  • We are not liable for damages due to force majeure such as natural disasters or transportation accidents

5. Refund Process

Refund Methods

  • In principle, refunds will be processed using the same payment method
  • For bank transfers, refund amounts will be net of transfer fees
  • For foreign currency payments, exchange rates at the time of refund will apply

Processing Time

  • Refund processing takes approximately 14 business days

6. Contact Information

For inquiries regarding returns, exchanges, and refunds:

Email: info@nanikoko.com
Phone: +81-3-6416-3493 (Weekdays 10:00-17:00 JST)
Address: 3-8-6 Okusawa, Setagaya-ku, Tokyo 158-0083, Japan

※ This policy is governed by Japanese law, with the Tokyo District Court as the court of exclusive agreed jurisdiction for first instance.