Cancellation Policy

Upon use of TaxFreeOnline.jp (“This Service”), the User agrees to the methods and conditions for Order Cancellation established by iEntEmerge inc. (“Our Company”).

1. In Case of Delayed Delivery or Non-Delivery Due to Any Cause (Including Negligence of the Transport Company)

If the order cannot be delivered by the selected Collection Date, it will be canceled free of charge.

2. In Case of Damaged, Broken, Incomplete, or Faulty Products

Our Company’s general policy (except if the product provided by This Service is a branded product, etc., acquired by Our Company from an authorized retailer or store with a track record of handling genuine products, or where the product comes with a guarantee card or a certificate from the store indicating its authenticity, and therefore Our Company has legitimate reasons to believe they are genuine) is to offer cancellation free of charge for any damaged, broken, incomplete, or faulty products discovered at the time of collection. If the User so wishes, we will arrange for the item to be replaced if possible.

However, if damaged, broken, incomplete, or faulty products are discovered after leaving the Collection Point, Our Company cannot provide order cancellation or accept returns.

In case of damages or losses due to damaged, broken, incomplete, or faulty products, Our Company may provide compensation for a maximum amount that can match, but not exceed, the product's original price.

3. In Case of System Malfunction

If the Order is not shipped because of a system malfunction or in case of similar circumstances, we will unilaterally cancel the order free of charge.

If the User so wishes, we will rearrange the Order shipment if possible. In this case, the Order will be shipped to the Collection Point originally selected and the User will bear the shipping costs.

4. For Reasons Other Than The Ones Listed Above

 

The User can cancel the order free of charge until the selected Collection Date by contacting Our Company’s Customer Support at the following email address:

taxfreeonline_support@ient.co.jp

If the User fails to come to collect the product on the selected Collection Date without contacting Our Company, the order will be canceled effective on the following day.

In this case, the cancellation will be considered the User’s responsibility, and a cancellation fee of 3,000 JPY per shop will be applied.

This Cancellation Policy will be effective from May 28th, 2019

Amended on June 1st, 2023

Amended on April 1st, 2024

Amended on September 13th, 2024

Amended on January 22nd, 2025