Refund policy

 

Last updated: November 2025

 

1. Overview

 

We want you to be happy with your purchase from Umamiya.ca. This policy explains how returns, exchanges, and refunds work for our store.

 

2. Final Sale: Consumable Items (No Returns)

 

For safety and hygiene reasons, we do not accept returns or exchanges on any consumable items, whether opened or unopened. This includes (but is not limited to) food, beverages, powders, teas, supplements, and pet consumables such as treats or food.

 

If a consumable item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with your order number and clear photos of the item(s) and packaging. We’ll make it right with a replacement, store credit, or refund as appropriate.

 

3. Returns for Non-Consumable Items

 
       
  • Return requests must be submitted within 14 days of the delivery date.
    •    
  • Items must be unused, unopened, and in their original packaging with all tags and labels intact.
    •    
  • Proof of purchase (order number) is required.
    •  
 

Non-consumable items include (for example) tableware, tools, utensils, accessories, non-ingestible wellness items, and pet accessories (excluding any edible/ingestible products).

 

4. Damaged, Defective, or Incorrect Items

 

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with photos and your order number. We’ll arrange a replacement, store credit, or refund as appropriate. In these cases, return shipping (if required) is covered by us.

 

5. How to Start a Return (Non-Consumables Only)

 
       
  1. Submit a request via our Contact Us page with your order number, the item(s) you’d like to return, and the reason.
    2.    
  2. We’ll reply with return instructions and, if approved, a return address and RMA details.
    3.    
  3. Pack the item(s) securely in the original packaging where possible.
    4.  
 

6. Return Shipping & Costs

 
       
  • For approved returns of non-consumables, buyers are responsible for return shipping costs unless the return is due to our error (damaged/defective/incorrect item).
    •    
  • Please use a trackable shipping service. We are not responsible for return shipments lost in transit.
    •  
 

7. Refunds

 
       
  • Once your return is received and inspected, we’ll notify you of the approval or rejection of your refund.
    •    
  • If approved, a refund will be issued to your original method of payment within 5–10 business days (processing times may vary by card issuer).
    •    
  • Original shipping charges are non-refundable unless the return is due to our error.
    •  
 

8. Exchanges

 

For faster service, we recommend placing a new order for the replacement item and returning the original (if eligible) following the steps above.

 

9. Order Issues, Missing Packages & Carriers

 

We ship via Canada Post and UPS. If tracking shows “delivered” but you can’t locate the package, please check with household members and neighbours first, then contact us within 7 days of the marked delivery date so we can help investigate with the carrier.

 

10. Address Errors & Undeliverable Packages

 

Please double-check your shipping address at checkout. Orders returned to us due to incorrect or incomplete addresses, or unclaimed packages, may be refunded minus original shipping and any return-to-sender fees charged by the carrier. Reshipping is available upon payment of new shipping charges.

 

11. Cancellations

 

We begin processing orders quickly. If you need to cancel, please contact us immediately. We can’t guarantee cancellation after an order has been packed or shipped.

 

12. Contact

 

Questions about returns or refunds? Please contact us.