Refund policy

Welcome to Kitsune Express. By placing an order, accessing, or using our website and procurement services, you agree to be bound by the following Terms and Conditions. Please read them carefully before making a purchase.

1. GENERAL & SERVICE OVERVIEW

Kitsune Express operates as a cross-border procurement and logistics service connecting customers in the Philippines with authentic goods sourced directly from Japan. By using our service, you authorize Kitsune Express to act as your agent in purchasing, handling, and shipping items on your behalf from Japanese suppliers and retailers to your designated Philippine address.

2. ORDERS & PAYMENT

  • Order Process: An order is considered placed once you complete the checkout form and receive an official order confirmation via email.
  • Payment Terms: Full payment (or an agreed-upon pre-order deposit) must be settled and verified before we process and procure your items in Japan.
  • Pricing & Landed Costs: All prices listed are in Philippine Pesos (PHP) and reflect our Landed Pricing model, which includes the item cost, international shipping from Japan, customs duties, and local administrative handling, unless explicitly stated otherwise.
  • Price Adjustments: We reserve the right to modify prices, cancel orders, or request price adjustments prior to procurement in the event of major currency fluctuations, sudden supplier price changes, or obvious listing errors.

3. SHIPPING & FULFILLMENT

Because items are direct imports shipped straight from Japan, delivery is governed by our batch and express schedule:

  • Delivery Methods: Delivery by Batch (Free Delivery): Dispatched in scheduled monthly batches with drop-offs starting on or after the 25th of each month. Standard estimated time of arrival (ETA) is 4 to 5 weeks. Express Delivery (Extra Fee): Dispatched via prioritized weekend drop-offs upon payment receipt. Estimated time of arrival (ETA) is 4 to 5 weeks.
  • Delivery Delays: ETAs are estimates and not guaranteed delivery dates. Customs processing, weather disruptions, or international shipping delays are beyond our direct control. Kitsune Express is not liable for indirect damages or inconvenience caused by third-party courier delays.

4. CANCELLATION, RETURNS & REFUNDS

  • Final Sale Policy: All sales are final. Once an order payment is confirmed and procurement in Japan has commenced, orders cannot be cancelled, modified, returned, or exchanged due to change of mind.
  • Damaged or Incorrect Items: If an item arrives damaged, defective, or incorrect, you must report it to us within 48 hours of receipt. To qualify for store credit or replacement, you must provide an unedited unboxing video showing the original sealed parcel being opened.

5. PRODUCT AVAILABILITY & OUT-OF-STOCK ITEMS

Items listed on our shop or requested via custom procurement depend on real-time retail and supplier availability in Japan. If a paid item becomes out of stock or unavailable during local procurement in Japan, you will be notified promptly and issued a full refund for the unavailable item.

6. LIMITATION OF LIABILITY

Kitsune Express strives to ensure all items are handled with utmost care. However, Kitsune Express is not liable for minor external packaging or box denting incurred during international transit, provided the product itself remains undamaged and fully functional.

7. GOVERNING LAW

These Terms and Conditions are governed by and construed in accordance with the laws of the Republic of the Philippines. Any legal actions or disputes arising from the use of our services shall be handled under the jurisdiction of local courts in Cagayan de Oro City.