Refund policy

At Kratos Health, we accept returns and issue refunds only in cases of defective products or incorrect items. Please check your order upon arrival and contact us within 3 days of delivery if there is any issue.

Contact
Email: support@kratoshealth.io
Phone: +81 80-9446-5050 (Please contact us by email whenever possible.)
Return Address: 2F-C, Shibuya Dogenzaka Tokyu Building, 1-10-8 Dogenzaka, Shibuya-ku, Tokyo 1500043, Japan

1. Eligibility for Return / Refund

All of the following conditions must be met to be eligible for a return and refund:

  • The product is defective, damaged upon arrival, or you received an incorrect item

  • The safety seal is unopened and not damaged

  • The item is unused and in the same condition as received

  • You contact us within 3 days of delivery

  • You can provide proof of purchase (receipt/order confirmation)

For hygiene and safety reasons, we cannot accept returns that do not meet the conditions above.

2. How to Request a Return

To start a return request, please contact support@kratoshealth.io in advance.
If your return is approved, we will provide instructions on how and where to send the item.
Items sent back without prior approval will not be accepted.

3. Defective or Incorrect Items

Please inspect your order immediately upon delivery. If the item is defective or the wrong item was delivered, contact us as soon as possible. We will review the situation and provide an appropriate resolution by replacement or refund (a refund may be issued depending on stock availability).

4. Non-Returnable Items / Customer Convenience Returns

We do not accept returns or refunds for the following:

  • Customer convenience reasons (change of mind, ordered by mistake, expectations, etc.)

  • Items with a broken or opened safety seal

  • Used items or items not in the same condition as received

  • Sale items and gift cards

5. Refunds

Once we receive and inspect the returned item, we will notify you whether the refund is approved.
If approved, the refund will be processed to your original payment method within 10 business days.
Processing times may vary depending on your bank/credit card provider. If you have not received your refund after 16 business days from approval, please contact support@kratoshealth.io.

6. Return Shipping

If your return is approved due to a defective product or incorrect item, we will cover the return shipping cost, as instructed by us.