Shipping, Returns & Refunds Policy
Refunds & Returns
Here at Zairyo, we place our customers’ home cooking experience with the finest products at the top priority. We are confident that if our produce is great for restaurants, you will enjoy it at home too, hence we are committing every Zairyo purchase with a 100% satisfaction guarantee.
For missing or unsatisfactory items, please email us within 12 hours from the start of your delivery time slot and a picture of the product, and we will work with you to make it right or issue you a credit. We hope this guarantee allows you to shop with confidence in our quality, and in our commitment to serve you. However, please note that refunds are done at the discretion of Zairyo and all decisions made are final.
We do not refund or issue credit for items that were delivered in good condition but are not to your taste. We also do not issue refunds on claims that cannot be verified or are unreasonable.
Any logistic/delivery cost of returns or exchanges will be bourne by the customer. It is free of charge to visit the warehouse or Zairyo Goes East.
Perishable goods such as seafood cannot be returned. However we will issue a refund or redeliver a new set of the same item if it is damaged or spoiled.* Air-flown items, once processed and ordered, cannot be refunded with the exception of store credit on a case-by-case basis.
There is strictly no refunds in cash or credit if you have changed the original state of the product or past the recommended storage duration. I.E. Freezing and thawing an item that was delivered fresh and chilled. AND/OR Thawing an item past the recommended storage duration.
All refunds that are not in credits will be refunded to the original mode of payment. We cannot refund in any other way other than the original mode of payment.
IMPORTANT NOTE: Refunds and returns are only applicable to items purchased directly on this website. If you have any problems with a product you've purchased via another channel other than this website, please contact the customer service of the channel you have purchased from. Purchases made via other channels other than ours will not be entertained.
In view of the current Covid-19 situation, we seek your assistance to only get what you need and can finish. Food wastage is a global issue way before the virus and the Zairyo Team will not condone or allow refunds or exchanges for irresponsible shopping. We only do refunds in credits based on the conditions listed on this page. If you have exceeded the deadline (12 hours from the start of your delivery time slot), we will not do refunds or exchanges even if the item is in pristine condition.
There are certain situations where only partial refunds are granted (if applicable):
-Any item not in its original condition, is damaged or missing parts for reasons not due to our error
We do our best to fulfil orders but in the event that items are a) out of stock on Japan's end b) held at customs due to random AVA checks c) in unsatisfactory condition before delivery, we will make full refunds to the original mode of payment.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded or exchanged.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] with a clear picture of the damage within 12 hours from the start of your delivery time slot. We reserve the right to refuse refunds or exchanges if the request is made after the stipulated time frame.
Self-Collection (if applicable)
If you've missed your self-collection date, please drop us an email ([email protected]) with your order number to inform us when your next pick-up date is.
Please note that if you've placed an order of a perishable air-flown item, we will fly it in on a day that is the closest to your initial selected date. We are unable to exchange or replace a "new" one if you miss your pick-up date. We are not liable for any changes in quality (especially vegetables) if you miss your pick-up date. There will be no refunds or exchanges on air-flown items if you miss your pick-up date should you decide to cancel.
Please note that all uncollected orders will be forfeited without a refund after 3 days from your stated self-collection date. This is effective as of 1 Jan 2018.
We are unable to change the location of your collection on the same day. If you'd like to change your pick up location, please email us at [email protected] with your order number and request at least 48 hours BEFORE your pick up date.
Missed Deliveries and Redeliveries
Please note that our delivery crew will text + call if they can't reach anybody at the door and only wait at the door for maximum 5 minutes. If the delivery fails, the redelivery will cost an additional $10.70.
If you wish to cancel your order without a redelivery, we will refund the total amount in credits MINUS a $20 service fee.
For redeliveries, we are not liable for any changes in quality of any perishable air-flown/chilled item that was flown in for your original delivery date and delivered on a later date. As such, complaints or feedback on said item will not be entertained.
Add-On To Existing Order, WITHOUT AN EXISTING ORDER
If you have placed an order and chose 'Add On To An Existing Order' when you don't have an original order to peg on to for delivery (that has yet to be delivered), you have these choices to make:
1. Pay for delivery if your new add-on order doesn't qualify for free delivery at standard delivery rate of $10.70. Delivery will be arranged.
2. Add on items to your order to fulfill the criteria for free delivery ($100 and above). Delivery will be arranged.
3. Cancel your add-on order and get credits.
In the case of point no. 3, refund will only be done in credits that can be used on Zairyo. There is no expiry for these credits and no minimum is required to use them. These credits are non-refundable and non-exchangeable for cash.
Tableware and Non-Perishable Items
We accept returns and exchanges for Tableware that are unused and in its original condition. All returns and exchanges have to comply with the following:
1. Once you had mailed it out to us, please provide us with the tracking number for us to look out for the parcel.
2. Once we have received the parcel, we will issue the refund to your original mode of payment within 24-48 working hours, and you will be notified via email.
3. All postal fees, customs duties and taxes for returns are to be paid by the customer.
Third-party Courier Pick-ups
Due to the Covid-19 situation, we will be allowing only third-party couriers like Lalamove or Grab Delivery to pick up your orders.
Please note that we are not liable for any missing items, damages, thawed or any lapses in quality of the products once it leaves our warehouse. What we'll do on our end is to pack the orders in a foam box that can ideally keep cool for up to 4 hours for chilled/frozen items.
Please note that Lalamove/courier pick-up collections can only be done on Week Days, 4PM to 6PM and Saturdays 2PM to 4PM. We need to be informed at least 48 hours, and please also provide the details of the driver in-charge prior to the collection.
We will notify you of the Items that are not available at the warehouse, and the items affected will be refunded to your original mode of payment.