Last updated: July 8, 2026
At Kameta’s we prepare and freeze every item with care. Because our products are perishable frozen food, our return rules are a little different from regular online shops. Please read them before ordering.
1. Cancelling an order
- You can cancel your order free of charge at any time before it is prepared or shipped. Contact us as soon as possible via the contact page or WhatsApp (+81 80-7223-8713) with your order number.
- Once an order has been shipped, or prepared for a scheduled pickup, it can no longer be cancelled.
2. Returns
For food safety and hygiene reasons, frozen food cannot be returned or exchanged after delivery or pickup, except in the cases listed in section 3 below. This is standard practice for perishable goods and applies even if the package is unopened, because we cannot guarantee the cold chain once the product leaves our hands.
3. Damaged, wrong or defective items
We will replace the item or refund you in full if:
- the product arrived damaged (crushed, packaging broken);
- the product arrived thawed due to a shipping problem;
- you received the wrong item, or an item is missing;
- the product has a quality defect.
In any of these cases, please contact us within 24 hours of receiving your order, with your order number and photos of the product and packaging. Do not discard the product until we reply — we may need additional photos.
4. How refunds are paid
- Card payments: refunded to the same card. Depending on your card company, it may take 5–10 business days to appear on your statement.
- Cash on delivery / pickup orders: we will arrange the refund with you directly (bank transfer or credit on your next order).
5. Pickup orders
If you chose local pickup and cannot come at the agreed time, please let us know as soon as possible so we can keep your order frozen. Orders not picked up and not rescheduled within 3 days may be cancelled without refund, as the product cannot be resold.
6. Contact
Questions about this policy or about a specific order: contact page · WhatsApp +81 80-7223-8713 · Kameta’s — Katsuren Henna 1375, Uruma, Okinawa, Japan.