Refund policy

Last updated: October 2026

Our products are food, so all sales are final. We don't accept returns or exchanges, and orders (including pre-orders) can't be cancelled once placed. If you're unsure about the taste, start with a single packet or cup.

IF WE MADE A MISTAKE
If you receive the wrong item, a missing item, or a product that is faulty or damaged when it left us, we'll make it right:
1. Email hello@culture-koji.com within 3 days of delivery or pickup (for Rice Cream, within 24 hours).
2. Include your order number and a photo of the item and packaging.
3. Once we've confirmed the issue, we'll send a replacement or refund the affected item, whichever you prefer.
You don't need to send the item back unless we ask.

LOST OR DAMAGED IN DELIVERY
If a parcel is lost or damaged by the courier, email us within 7 days of the expected delivery date with your order number and photos. We'll work with the courier to resolve it.

REFUND TIMING
Approved refunds go back to your original payment method within 5–10 business days.