📄 Shipping, Refund, and Liability Policy

Hey Tokyo
Last updated: July 6, 2025

Hey Tokyo is a company dedicated to curating and shipping Japanese products and exclusive items available in Japan. By making a purchase on our website, the customer expressly agrees to the following terms and conditions:

1. Shipping Details

All packages are shipped in standard B5-sized boxes, with a total sum of dimensions (height + width + length) between 50 cm and 60 cm, and an estimated weight of 1 kg to 2 kg, depending on the month’s contents.
Order processing is done within 2 to 5 business days after payment confirmation.
Delivery time varies between 5 and 30 days, depending on the destination country, courier company, customs, and other external variables.
The customer is responsible for providing the correct address. Hey Tokyo is not responsible for losses, delays, or returns caused by incorrect address information.

2. Shipping Delays and Lost Packages

Once the package has been handed over to the courier company (Japan Post, DHL, FedEx, or others), Hey Tokyo is released from all liability for loss, damage, delay, theft, or any other incidents occurring during transit.
Claims for transit issues must be handled directly with the courier company.
No refunds will be issued for delays, lost packages, or packages held by customs authorities.

3. Customs and Taxes

The customer is responsible for the payment of any taxes, duties, or tariffs that may apply in their destination country.
If the package is held, confiscated, or destroyed by customs, no refunds will be provided.
It is the customer's responsibility to verify that the products can legally enter their country.

4. Fragile and Sharp Products

Some of our products include tableware, plates, knives, collectible figures, and other fragile or sharp items.
All these products are shipped in optimal condition with protective packaging. However:
- Hey Tokyo is not responsible for damages caused during shipping.
- We do not assume responsibility for injuries, cuts, or accidents related to the use or handling of these products.
- The customer accepts the risks associated with receiving these types of items and must handle them carefully.

5. Consumables and Food Products

Hey Tokyo is not the manufacturer of the products shipped.
Responsibility for composition, ingredients, safety, or health effects lies exclusively with the product manufacturer.
Hey Tokyo is not liable for intoxications, allergies, or adverse effects, even if the product arrives expired due to shipping delays.
All products are shipped within their best-before dates and in good condition at dispatch.

6. Product Origin

Products included in Hey Tokyo boxes are designed for or available in the Japanese market, but are not necessarily made in Japan.
Some items may be produced in other countries (such as China, Korea, Thailand, etc.), which is common in international trade.
Hey Tokyo is not responsible if the customer finds the same product available in their own country. Our value lies in curation, cultural experience, and presentation.

7. Refunds and Returns

All sales are final.
No returns or exchanges are accepted.
No refunds will be issued for:
- Products damaged during shipping
- Injuries caused by product use
- Personal dissatisfaction with contents
- Expired products due to logistical delays
- Packages refused, unclaimed, or returned to sender

8. Subscription Service

Hey Tokyo offers a monthly subscription service providing ongoing access to surprise boxes with selected products.

Automatic Renewal

By subscribing, the customer authorizes an automatic monthly charge indefinitely until cancellation is requested.
The registered card will be charged each month on the same date (or the nearest available date if that day does not exist in the calendar).

Subscription Cancellation

Customers can cancel their subscription at any time manually via their Hey Tokyo user account.
Cancellation requests can also be made via email or phone, but:
- Such requests may take several weeks or months to process, as they are handled manually.
- Boxes processed before cancellation will be shipped and charged as usual.
- No refunds will be given for boxes prepared before cancellation completion.

Technical or Identity Issues

In exceptional cases where customer data has been lost, maliciously altered, or compromised by external attacks, cancellations may be significantly delayed, even up to one year, if identity cannot be verified.
Hey Tokyo is not responsible for data breaches, hacks, or unauthorized account access caused by third parties or customer negligence (e.g., weak passwords, sharing info).
We recommend customers keep their information updated and secure.

9. Service Modification

Hey Tokyo reserves the right to modify content, prices, or subscription terms, notifying customers with reasonable advance notice.
Any changes will apply from the next billing cycle onward.

10. Intellectual Property

All texts, images, designs, logos, and visual content on the Hey Tokyo website are the exclusive property of Hey Tokyo or its licensors.
Unauthorized reproduction, distribution, or use of these materials without prior written consent from Hey Tokyo is prohibited.

11. Jurisdiction and Applicable Law

Any dispute arising from the commercial relationship between Hey Tokyo and the customer shall be governed by the laws of Japan.
Both parties agree to submit to the exclusive jurisdiction of the competent courts in Tokyo, Japan, for the resolution of any conflict.

12. General Disclaimer of Liability

Hey Tokyo shall not be liable for:

Direct, indirect, incidental, or consequential damages arising from the use or inability to use the products.
Personal or material losses caused by sharp, fragile, or defective items.
Health problems caused by ingredients, allergies, or expired products.
Delays, losses, or damages caused by third parties.
Data leaks, hacks, or unauthorized access to user accounts.
Force majeure events such as natural disasters, pandemics, armed conflicts, or governmental restrictions.

13. Modification of Terms and Conditions

Hey Tokyo reserves the right to modify, update, or change these terms and conditions at any time and without prior notice, even if the customer made purchases under previous versions.
It is the customer's responsibility to review this policy periodically to stay informed of any changes.
Continued use of the site or making new purchases implies acceptance of the current terms.

14. Acceptance of Terms

By making a purchase on Hey Tokyo, the customer expressly, irrevocably, and without reservations accepts all policies, conditions, and limitations described in this document. If the customer does not agree with these terms, they are advised to refrain from making a purchase.