As a customer, you are entitled to a return or refund if the product arrives faulty, damaged, or if it did not arrive at all. If this happens, you can claim this refund within 14 days since the day you received the item. However, please be aware that we can only accept returns if they are returned in accordance with our policy.

Return Conditions Policy:

  • Bottle are not opened or consumed (seal is not broken or removed)
  • Items are provided with the attached labels and stickers
  • Items are in the original packaging.
  • Gift vouchers and cards are non-refundable

 

We will only replace items if they are defective or damaged. To return or exchange your product, you should send us an email at info@otemba-sake.com and mail your product back to:

Otemba Sake
Singel 60H
1015AB Amsterdam
The Netherlands 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, shipping times of returned products may vary.

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds
If you haven’t received a refund yet, consider contacting your credit card company and/or bank. It may take some time before your refund is officially posted.
If you have already done this and you still have not received your refund yet, please contact us at info@otemba-sake.com.

Sale items
Unfortunately sale items cannot be refunded, only regular priced items.

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.