Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at admin@hojihouse.co.uk. 

You have 30 days from delivery to request a return for any unopened item. To start a return, email us at admin@hojihouse.co.uk with your order number. Once your return is approved, we'll provide the return address. Return shipping is paid by the customer for change-of-mind returns. We recommend a tracked service, as we can't refund items lost in transit.

For food safety and hygiene reasons, we can't accept returns of opened tins or pouches unless the item is faulty.

If your order arrives damaged, faulty, or not as described, contact us within 30 days at admin@hojihouse.co.uk. We'll cover return shipping and send you a full refund or replacement.

How refunds work Once we receive and inspect your return, we'll process your refund to the original payment method within 5-10 working days. Original shipping costs are refunded for faulty items only.

Items sent back without first requesting a return will not be accepted.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

As HŌJI is a food product, the following cannot be returned for change-of-mind reasons:

— Opened tins or pouches (for food safety and hygiene reasons) — Sale items and limited-edition products — Gift cards

This does not affect your rights if an item arrives faulty, damaged, or not as described — see "Faulty or incorrect items" above.

If you have any questions about a specific item, email us at before sending anything back.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at admin@hojihouse.co.uk.