Refund policy
RETURNS & REFUNDS POLICY
Last Updated: July 1, 2026
1. OVERVIEW
We want you to be satisfied with your purchase. This Returns & Refunds Policy explains when and how you may return Products purchased through our Site.
This Policy applies only to purchases made directly from Otsuka America, Inc. through our official website. Products purchased from third-party retailers or other websites are subject to the return policies of those sellers.
This Policy is incorporated into our Terms of Use. Capitalized terms not defined in this Policy have the meanings given to them in the Terms of Use.
2. RETURN ELIGIBILITY
Subject to the conditions below, you may request a return within fourteen (14) days of delivery.
Returned products must:
- be unused, unopened, and in their original packaging;
- include all original components, materials, and accessories, if any; and
- include proof of purchase.
For hygiene and safety reasons, opened or used cosmetic products are not eligible for return, except where required by law or where the product is defective, damaged, or incorrect.
3. NON‑RETURNABLE ITEMS
Unless otherwise required by law, the following items are not eligible for return:
- used or opened products;
- products damaged due to misuse, improper storage, or handling after delivery;
- final sale or promotional items, where clearly indicated at purchase; and
- Products not purchased directly from our official website.
4. DEFECTIVE OR INCORRECT PRODUCTS
If you receive a defective, damaged, or incorrect product, please contact us at hello@sakurae.us within fourteen (14) days of delivery.
We may require photos of the Product, packaging, shipping label, or other information to help us review your claim. If we determine that the Product is defective, damaged, or incorrect, we will provide an appropriate remedy, such as a replacement, repair, or refund, in accordance with applicable law.
5. RETURN PROCESS
To initiate a return, contact hello@sakurae.us with your order number, proof of purchase, and reason for return.
If your return request is approved, we will provide return instructions. Products returned without prior authorization may not be accepted or eligible for a refund.
If your return request is approved, you must ship the Product to the return address or carrier designated in our return instructions within ninety (90) days after we issue the return authorization or return instructions. If the Product is not shipped within that period, the return authorization will expire, and the return request will be considered invalid, unless otherwise required by applicable law.
Return shipping costs are customer‑paid unless the return is due to our error or a defective, damaged, or incorrect Product, or unless otherwise required by applicable law.
We recommend that you use a trackable shipping method. We are not responsible for items that are lost or damaged in transit when returned to us, except to the extent required by applicable law.
6. REFUNDS
Approved refunds will be issued to the original payment method within five to ten (5–10) business days after we receive and inspect the returned product.
Shipping and handling fees are non‑refundable unless otherwise required by law or unless the return is due to our error or a defective, damaged, or incorrect Product.
Your financial institution may require additional time to post the refund to your account.
For trial or promotional offers provided at no charge, refunds may be limited to amounts actually paid by you, if any, excluding shipping and handling charges unless otherwise required by law.
7. EXCHANGES
At this time, we do not offer direct exchanges. You may return an eligible Product in accordance with this Policy and place a new order.
8. CANCELLATIONS
Orders may be canceled before shipment by contacting us at hello@sakurae.us.
Once an order has shipped, it cannot be canceled and must follow the return process above.
If we are unable to ship your order within the timeframe stated at checkout or otherwise promised to you, we will provide any required notice and cancellation or refund options in accordance with applicable law.
9. STATE‑SPECIFIC RIGHTS
Certain states may provide additional consumer rights. Nothing in this Policy limits any non-waivable rights or remedies you may have under applicable law.
10. CONTACT US
For returns or refund questions, please contact:
Otsuka America, Inc.
One Embarcadero Center, Suite 2020
San Francisco, CA 94111
Toll Free: 833-687-8528 (Hours: 9:00 a.m. - 6:00 p.m., Pacific Time)
Email: hello@sakurae.us
