Refund policy

The Japanese version of this page is the official version. The English, Chinese and Korean versions are reference translations.

1. Payment and Prescription

Your credit card payment is finalized when you place your order. After that, a doctor at our partner clinic holds the consultation and decides whether a prescription can be given.

2. Cases Eligible for a Full Refund

  • If the medicine could not be prescribed, based on the doctor's judgment (if you ordered a doctor's certificate, its fee is also refunded)
  • If the item does not arrive at the hotel you specified before you go home. This applies only to orders that meet all 3 of these conditions: the doctor's consultation ended by 3:00 pm (Japan time), the hotel is in an area where next-day delivery is available, and the hotel name and the name on the reservation are correct (refunded orders are canceled, and the item will not be delivered)
  • If you contact us to cancel before the doctor's consultation begins (no fee is charged)
  • If the delivered item has a defect on arrival (damage, soiling, or incorrect delivery) and you would like a refund instead of an exchange (conditions in Section 4)

3. Cases Where We Cannot Accept Cancellation

  • Cancellations for your own reasons after the doctor's consultation has begun

4. Returns and Exchanges (Defects on Arrival Only)

Because these are medicines, we cannot accept returns or exchanges for your own reasons. We will exchange the item or give a refund only if all of the following apply.

  • The item has a defect on arrival, such as damage, soiling, or incorrect delivery
  • The item is unused and unopened
  • You contacted us within 3 days after the item arrived, through the app you chose when ordering or by email

We cannot accept items returned without contacting us first.

5. Examples of Cases Not Covered

  • Requests for your own reasons, such as not feeling an effect, no longer needing the item, or ordering by mistake
  • Opened or used items
  • Requests based on side effects or feeling unwell after you start using the item (always consult a doctor before use)
  • Problems arising from taking the item out of Japan or bringing it into another country (please check each country's regulations yourself)

6. Refund Method and Timing

Refunds are made by canceling the charge on, or refunding to, the credit card used for payment. After we process a refund, it may take from a few days to a few weeks to be reflected through your card issuer. For cards issued outside Japan, the amount charged and the amount refunded may differ due to exchange rate fluctuations.