Refund and Replacement Policy

How to Report an Issue

If you experience a problem with your delivery, please email kangenwagyuship@enagic.com within 24 hours of delivery.

Common issues we assist with include:

• Meat that arrived thawed, damaged or compromised in transit.
• Incorrect or missing items.
• Other product quality concerns.

To help us resolve your issue as quickly as possible, please include the following details in your email:

• Account Information: Your Distributor ID and a clear photo of your invoice.
• Details: Write a brief description of the issue or defect.
• Photos of the Issue:
  • Clear photo(s) of the affected product.
  • Photo(s) of the top and bottom of the outer shipping box.
  • Photo(s) showing the internal liners and insulation materials.
• Preference: Whether you would prefer a refund or a replacement delivery.

IMPORTANT: For health and safety reasons, do not attempt to send the product back to us. You may dispose of the product safely once you have submitted your request.

Review & Processing

The photos and details you provide help us resolve your claim quickly and allow us to continuously improve our packaging and delivery process. Once we receive your email, our team will carefully review your information and follow up with you as soon as possible. In rare cases, we may reach out for additional context to ensure we provide the best solution.

Policy Exceptions

To ensure fair service and maintain our strict quality standards, we are unable to offer refunds or replacements in the following situations:

• Deliveries refused by the recipient or sent back without prior authorization.
• Failed or incorrect delivery due to an incomplete or inaccurate shipping address entered at checkout.
• Improper storage, handling, or thawing after successful delivery.
• Claims submitted more than 24 hours after delivery completion.

Our customer care team is always happy to assist you. Thank you for choosing Kangen Wagyu®, and we look forward to providing you with an exceptional experience!