How does the return & warranty policy work at ochama?

The policy is only applied to items purchased from Ochama exclusively. We offer return and warranty policy as stated below to serve every customer with a pleasant shopping experience. Nevertheless, ochama has the right to ask for certain proof such as videos or photos be provided by customers in order to further validate a return request.

Category	Guarantee For Unconditional Returns*	Guarantee For Quality Issue
Households	30 days	Shelf life
Home Living	30 days	2 years
Food/beverages	14 days	Shelf life
Fashion	30 days	2 years
World food	14 days	Shelf life
HBA	30 days	Shelf life
Fresh**	See following rules	See following rules
Frozen***	See following rules	See following rules
Electronics	30 days	2 years

For Fresh**

• 10 days guarantee: Chilled products, such as cheese, butter, rice cakes, and pickles
• 5 days guarantee: Eggs and egg products
• 4 days guarantee: Pre-packed products (such as ham and salmon fillet) and chilled ready-to-eat products
• 3 days guarantee: dairy products, fresh juices, fresh meats, fresh fruits and vegetables, and meal salads
• 1 day guarantee: fresh bread, fresh pastries, and fresh handmade products

For Frozen***

• On the day of pick-up, the frozen products has thawed or re-frozen after thawing when opening the package, products such as pastry products like dumplings.
• Within 14 days after pick-up, product quality problems occur after natural thawing, such as the bad smell of frozen meat or seafood products.  

Situations may not meet overall guarantee policy

Products that are expired or close to expiration if due to customer's delayed pick-up.

We offer a refund service to customers if they no longer want to keep the order within the maximum days of the return policy. 

Product is not eligible for a return if is broken due to the customer incorrect operations.

Situations DO NOT meet unconditional return policy*

Products and conditions listed in the following table are not eligible to apply for Unconditional Return policy. For any product needs to be returned in these categories, service team needs further proof to validate return request.

Product categories that are not eligible for a return based on the customer's change of mind regulation
Category	Non-returnable items
Electronics	Sealed products that seal is broken Products that cannot be returned due to hygiene or health reasons Software that has been unsealed Digital activation codes for downloads and/or values software such as Microsoft Office Cartridges and toner cartridges where the protection foil has been removed Applied screen protectors. They're meant to absorb bumps and impacts. That means a damaged screen protector is considered normal user damage
Fashion	Swimwear Lingerie, underwear and innerwear Accessories (earrings, necklaces, rings, pendants, brooches, bracelets and hair accessories) All jewelry & gold Shoe insoles Socks Leggings & tights
Sports & Outdoor	Bras, underwear, socks Swimwear Boxing gloves & sandbags Bicycle and wheel sports Dumbbell Any sports goods that have been assembled and installed Sneakers (only for Global products)
Home & Living	Made-to-order items such as furniture or furniture that has been assembled Live plants
Health & Beauty	Health protection/hygiene product/beauty product that have been unsealed Products that has the possibility to get spoiled after it's unsealed
Books, Games & Music	Books, magazines, CDs, DVDs, blu-ray disc software, digital content and games i.e. eBooks, music, movies etc.
Automotive Hardware & Tools	Oils & lubricants Car wash, wax, and polish products Air refresher and car perfume's Paint Other hazardous materials or flammable liquids/gases
Perishable products	All items
Others	Gift cards Clearance items Products that are close to getting expired Handmade and customized products (If it's not the seller's fault) Train tickets, telephone cards and concert tickets Brand name products(only for Global products) Services, if the supplier has provided them in full