Refund policy

At Hoji Amber, your satisfaction and safety are very important to us. Because our products are food-grade consumables, we follow strict quality and hygiene standards. Please read our policy carefully before requesting a return or refund.

Food & Consumable Products – Important Notice

Due to health, safety, and hygiene regulations, we do not accept returns or exchanges on opened or used food products, including hojicha powder pouches.

Eligible Refunds & Replacements

You may be eligible for a refund or replacement in the following situations:

  • You received the wrong item

  • Your order arrived damaged during transit

  • Your product arrived defective or compromised (e.g. torn pouch, broken seal)

To be eligible:

  • The issue must be reported within 48 hours of delivery

  • The product must be unused and unopened

  • You must provide clear photos of:

    • The product

    • The packaging

    • The shipping box (if damaged)

Non-Returnable / Non-Refundable Items

We do not accept returns or refunds for:

  • Opened or used food products

  • Products returned due to taste preference or personal preference

  • Orders placed incorrectly by the customer

  • Items reported after 48 hours of delivery

  • Gift cards or promotional items

How to Request a Refund or Replacement

  1. Email info@myhojiamber.com

  2. Use the subject line: “Refund Request – Order #XXXX”

  3. Include:

    • Your order number

    • A short explanation of the issue

    • Clear photos (if applicable)

Our team will review your request and respond within 1 business day.

Refund Processing

  • Approved refunds are issued to the original payment method

  • Processing time: 5–10 business days after approval

  • Shipping fees (if applicable) are non-refundable, unless the error was ours

Order Cancellations

  • Orders can be cancelled before they are shipped

  • Once an order has been dispatched, it can no longer be cancelled

Lost or Missing Packages

If your tracking shows delivered but you have not received your order:

  • Check with neighbors or building management

  • Contact the carrier for delivery confirmation

If the carrier confirms the package was lost, please contact us at info@myhojiamber.com so we can assist you.

Contact Us

Email: info@myhojiamber.com

Phone: +1 (917) 695-4977
Support Hours: Monday to Friday, 9:00 am – 6:00 pm