Refund Policy

At Explore Halal Food, we are dedicated to providing high-quality halal food products to customers across Japan. If you face any issue with your order, our refund policy is designed to provide a fair, clear, and smooth resolution process.

1. Expired Products

If you receive a product that has already passed its expiration date, you will be eligible for a full refund for that specific item.

To process your refund request, please provide the following:

  • A clear photo showing the product and visible expiration date

  • Your order number

  • A copy of your invoice

2. Damaged, Spoiled, or Leaking Items

If any item arrives damaged, spoiled, leaking, or unsuitable due to transit issues, we will provide a full refund for the affected product or products.

To verify the issue, please submit:

  • A clear photo of the damaged, spoiled, or leaking item/package

  • Your order number

  • A copy of your invoice

3. Missing Items in Your Order

If any item from your order is missing, please contact us with the required details so we can review the issue.

Please provide:

  • A photo of the received package showing all delivered items

  • A clear copy of the physical invoice included inside the package

  • Your order number

After receiving your claim, we will check our dispatch and packing records. Once the missing item is confirmed, a full refund will be issued for that item.

Refund Procedure

Credit/Debit Card Payments

Refunds for card payments will be returned to the same card used for the original purchase.

If the refund request is made due to personal reasons from the customer and not because of an issue caused by Explore Halal Food, a 3.6% processing fee will be deducted from the refund amount.

If the refund is due to an error from Explore Halal Food, such as expired, damaged, spoiled, leaking, or missing products, no processing fee will be charged.

Refund processing time may take 5–10 business days, depending on your bank or card provider.

Other Refund Methods

If another refund method is available or preferred, please contact us through the official contact form or complaint form on our website with your order details.

Processing time for other refund methods may also take 5–10 business days, depending on the payment channel.

Important Notes

All refund requests are subject to review and verification before approval.

Refund claims must be submitted through our official contact form or complaint form with the required documents and photos.

We reserve the right to reject refund requests that do not meet our policy conditions, are submitted without sufficient evidence, or cannot be verified.

Customers are requested to report any issue as soon as possible after receiving the order so that we can resolve the matter quickly and properly.