Cancellation and Return

Order Cancellation
To cancel an order, please provide your order number and the reason for cancellation. Upon receiving and confirming your cancellation request, we will process your refund within 5 business days.

Please note: Once an order has been placed, it cannot be canceled as we process shipping promptly. In such cases, you may initiate a return as outlined in the Returns Policy below.


Returns Policy
At Phenimax Legneds of Japan, we are committed to delivering the highest quality products.
However, we only accept returns or exchanges for defective items.

Important Guidelines:

  • Return requests must be initiated within 7 days of receiving your order.
  • Items must be unused, unopened, and in their original packaging.
  • Please inspect your items promptly upon delivery.
  • Unfortunately, we cannot accept returns or exchanges for items that have been used or for damage limited to the product's outer packaging incurred during transit.
  • Contact us before sending any items back to ensure a seamless process.
  • Provide photographic evidence, including:
       - The damaged item.
       - The packaging it arrived in.
       - The packing slip showing the order number.

Non-Acceptable Returns

We cannot accept returns for the following reasons:

  • Cosmetic damage to the product's outer packaging during shipping.
  • Returns based on subjective factors such as smell, flavor, color, or texture.
  • Changes in product quality caused by improper storage conditions by the customer.

In addition, for Customer Preference Returns:

  • All shipping and handling charges are the customer’s responsibility.
  • Returns must be initiated within 7 days of receipt.
  • Returned items must be unused, unopened, and in their original condition.
  • Items returned via cash-on-delivery will not be accepted.

Exchanges

While we take every precaution to carefully package and ship our products, in the unlikely event of a mistake or damage to the product, we will promptly arrange a replacement upon notification.

We currently do not offer direct exchanges.

If you wish to exchange an item:

  1. Return the unwanted item for a refund.
  2. Place a new order for the desired item.


For items damaged during shipping:

  • Provide photographic evidence as detailed above.
  • Please note that all products are shipped directly from Japan. Minor imperfections to the outer box, such as scratches or dents, may occur during transit and are not eligible for return or exchange unless the product itself is damaged.

Shipping Costs
Please note that shipping costs for international orders are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

For all inquiries about cancellation and returns, please contact us here.