Ordering, Exchange, Refund Policy | Sakuru Japanese Mart
Minimum Order : $30

SAKURU JAPANESE MART

by Huan Trading Pte Ltd

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ORDERING, DELIVERY, EXCHANGE, REFUND

ORDERING

  1. The minimal order amount is S$30.

  2. Goods in your shopping cart are not reserved.

  3. The prices of the goods in your cart might change when there is a price adjustment before checkout.

  4. A delivery charge of S$10 applies if the total order amount is below S$100.

  5. The total order amount must be at least S$100 to qualify for free delivery.

  6. There is no additional GST (Goods and Service Tax) charge as it is already included in the item price.

  7. During the ordering process, we will request for your:

    • Name

    • Address

    • Zip code

    • Email

    • Telephone Number

    • Payment information

  1. You may choose to create an account with us to save your particulars for future use.

  2. Adding on a pre-existing order that had been checked out is not allowed, therefore we urge our customers to carefully review their orders before making payment.

  3. If you have settled the payment using Credit Card, we will email you the Order Confirmation.

  4. If you have chosen to pay using Pay Now or Bank Transfer, we will first email you the On-Hold Order notice. After you have settled the payment using Pay Now or Bank Transfer AND we have ascertained the receipt of the payment in our bank account, we will email you the Order Confirmation. Please note that it may take up to 12 hours after the full payment of the order was made to be confirmed. If your full payment of the order did not reached us in 48 hours from the time of ordering, we will consider your order as abandoned. We will not hold the items of the abandoned order. You have to make a new order if you still wish to buy the items, subject to the items’ availability and their most current prices at the time of the new order.

  5. Please check in your email spam folder if you cannot find the order notice(s) in your inbox.

  6. Please contact us at sakuru.support@huantrading.com if you still have not received your order confirmation 24 hours after the full payment of the order was made.

  7. If your payment is not received by us or is declined by us, your bank or credit card issuer, we cannot and will not hold the items of your order.

  8. In the event that an order was made for an item that is later found to be out of stock, we will endeavour to contact you to offer an exchange of the item for another. (Please refer to the Exchange Policy section for details.) If an exchange is not possible, we reserve the right to refund you, the customer, the amount you have paid for the item, at our discretion and without incurring additional liabilities.

  9. We reserve the right to cancel orders found to be fraudulent, or where we later become unable to ship your order, or if there has been an error in the price or product description on our website, and fully refund you, the customer, at our discretion and without incurring additional liabilities. In such a situation, we will contact you beforehand.

DELIVERY

  1. All the items that you have ordered are packed in our warehouse on the day of delivery. They are then shipped to you in our own fleet of refrigerated vans.

  2. We deliver your orders to you within 3 business days, however there are times when we cannot guarantee the delivery time frame especially during festive seasons.

  3. Upon receipt of your delivery, please check the items against your order immediately.

  4. In the case of absence during your delivery or wrong address given, our delivery person will contact you by phone. If you requested that the delivery be left at your door step or with someone else (e.g. your neighbour), we cannot be liable for any spoilage, damage, change of quality, change of quantity or change of state of the delivery from these requests.

  5. For refrigerated and frozen items, please refrigerate and freeze them immediately upon receipt of your delivery. These products must remain refrigerated and frozen until they are ready to be consumed.

DISCREPANCIES OR QUALITY ISSUES

  1. Quality issues, especially with perishables, resulting in replacement or refund must be reported to us within 12 hours of receipt of the delivery.

  2. The customer is deemed to accept and acknowledge receipt of the delivered item to be in good and proper order if no report of spoilage or discrepancy is made within 12 hours of receipt of the delivery. We reserve the right to refuse exchanges or refunds if the request was made after the stipulated time frame.

  3. You may report the case via online chat on our website or email us at sakuru.support@huantrading.com. Please email photograph(s) and / or video of the spoiled item or discrepancy together with your receipt or proof of purchase.

RETURN POLICY

  1. All items from our online store (SakuruJapaneseMart.com.sg) are sold on a non-returnable basis. We apologise for any inconvenience caused.

EXCHANGE POLICY

  1. We exchange items that are delivered wrongly, damaged or spoiled.

  2. Please check the items immediately upon receiving your delivery.

  3. Please inform us if you have received the wrong delivery, found ordered item(s) missing, found spoiled or damaged items in your delivery within 12 hours of receipt of the delivery.

  4. You may report the case to us via online chat or email us at sakuru.support@huantrading.com together with your receipt or proof of purchase.

  5. For wrong delivery, we will exchange the wrong delivery with your delivery.

  6. For spoiled or damaged items, please attach photograph(s) and / or video of the spoiled or damaged items.

  7. We do not accept any exchange or refund of items that have been opened or tampered with or not in their original pre delivery condition or state or past its recommended storage duration.

  8. For spoiled or damaged item that qualified for the exchange, we will exchange it with a new set of the same item.

  9. In the event that the item is out-of-stock, you may opt to exchange it for another item. If the replacement item is of lower value, no refund will be given for the difference in amount. If the replacement item is of a higher value, you will be required to pay for the difference in value.

  10. If no suitable product can be found for exchange, we reserve the right to refund you the amount you have paid for the item.

  11. We reserve the right to rescind this offer based on prior transactional history

REFUND POLICY

  1. In the event that we cancel or are unable to fulfil your order, we will provide a full refund of any payment received.

  2. A refund of the amount you paid for the item will only be available if we cannot find any suitable product for exchange.

  3. Refunds are done at the discretion of SakuruJapaneseMart and all decisions made are final.

  4. All refunds that are in credits will be credited back to your account with us. Refunded credits cannot be exchanged for cash.

  5. All refunds that are not in credits will be credited back to your original mode of payment within 21 business days.

  6. Note: If you did not receive your refund after 21 business days:

      • First, contact your credit card company, it may take some time before your refund is officially posted.

      • Next contact your bank. There is often some processing time before a refund is posted.

      • After verifying that the funds are not with the above two parties, please contact us at sakuru.support@huantrading.com

Effective Date : 26 Apr 2021

Last Update : 26 Apr 2021

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