Refund policy

Effective Date: September 7, 2026
Last updated: September 7, 2026

This Refund Policy explains the cancellation, return, replacement, and refund procedures that apply to orders placed through The House of Umami.

“The House of Umami” is the brand and store name used on thehouseofumami.com (the “Site”) and is not a separate legal entity.

Orders placed and paid for through the Site’s online checkout are sold and processed by Ys and Partners Japan Co., Ltd. (“YS Japan”) (“Online Checkout Orders”).

Approved B2B chef account orders paid by invoice or ACH are sold and processed by Ys and Partners, Inc., a California corporation (“YS US”) (“B2B Orders”).

For purposes of this Refund Policy, the “Applicable Seller” means YS Japan for Online Checkout Orders and YS US for B2B Orders.

FOOD PRODUCTS AND GENERAL RETURNS

Because we sell food products, we generally do not accept returns or exchanges for change of mind, personal taste or preference, ordering the wrong product, or other reasons unrelated to a problem with the product or fulfillment of the order once the product has shipped.

However, we will review requests involving:

  • Products damaged during shipping;
  • Defective products;
  • Incorrect products shipped;
  • Missing products or quantities; or
  • Products that arrive in a condition indicating possible damage, deterioration, or another product-quality issue.

Nothing in this Refund Policy limits any right or remedy that cannot be excluded under applicable law.

CANCELLING OR MODIFYING AN ORDER

If your order has not yet shipped, you may request a cancellation or modification by contacting us as soon as possible.

Please include your order number and identify the product or quantity you would like to cancel or modify.

Because product availability and fulfillment may be processed quickly after an order is accepted, we cannot guarantee that an order can be canceled or modified after fulfillment processing has begun.

Once an order has shipped, it can no longer be canceled as an unshipped order. Any issue with the delivered product will instead be handled under the applicable provisions of this Refund Policy.

If an order or item is canceled and payment has already been collected, the applicable refund will be processed in accordance with this Refund Policy and our Payment Policy.

REPORTING A DAMAGED, DEFECTIVE, INCORRECT, MISSING, OR QUALITY-AFFECTED PRODUCT

If your order arrives damaged, defective, incorrect, incomplete, or in a condition indicating possible damage, deterioration, or another product-quality issue, please contact us within seven (7) days after delivery.

You may contact us through our Contact page or at contact@thehouseofumami.com.

Please include:

  • Your order number;
  • The affected product or products;
  • A description of the issue; and
  • Any other information reasonably necessary for us to review the request.

We may ask you to provide photographs showing:

  • The affected product;
  • Product packaging;
  • The inner and outer shipping cartons;
  • Shipping labels or documents; and
  • Any visible damage or condition relevant to the request.

Please retain the affected product and packaging until we confirm that they may be discarded, as they may be needed to evaluate the issue or support a carrier claim.

TEMPERATURE-SENSITIVE PRODUCTS

Certain products may be sensitive to temperature during transportation or after delivery.

If you believe that temperature exposure has caused a product to arrive damaged, deteriorated, or in another unsatisfactory condition indicating a possible product-quality issue, please contact us within seven (7) days after delivery and provide photographs and a description of the product condition.

We will review the circumstances of the shipment, product condition, delivery timing, and other relevant information in determining an appropriate remedy.

For additional information regarding shipping and temperature-sensitive products, please review our Shipping Policy.

RETURN AUTHORIZATION

Please do not return food products to us unless we specifically instruct you to do so.

In many cases, a physical return may not be necessary for us to evaluate an approved claim involving a damaged, defective, incorrect, missing, or quality-affected product.

If a return is required, we will provide return instructions before you send the product.

The return address and any other return details will be provided in the return instructions we send to you.

Only products identified in the approved return request should be included in a return shipment.

Products returned without authorization or products unrelated to the approved request may not be eligible for a refund.

RETURN SHIPPING COSTS

If we require the return of a product because the product was damaged in transit, defective, or shipped incorrectly due to our error, we will provide return instructions and cover reasonable return shipping costs.

If a return is requested or accepted for another reason, any applicable return shipping costs will be disclosed to you before the return is authorized.

Do not send a product back without first receiving return instructions from us.

AVAILABLE REMEDIES

After reviewing an eligible request, we may provide an appropriate remedy depending on the circumstances and product availability.

An approved remedy may include:

  • Replacement of the affected product;
  • Shipment of a missing product or quantity;
  • Refund of the affected product or quantity; or
  • Another mutually agreed resolution.

If replacement merchandise is unavailable, we may issue a refund for the affected product or item.

REFUND AMOUNT

For an approved refund, we will refund the amount paid for the affected product or item, including applicable sales tax attributable to that item.

Original shipping charges are generally not refundable unless:

  • The entire order is canceled before shipment;
  • The shipping charge is refunded because of our error;
  • The circumstances of an approved claim require reimbursement of the shipping charge; or
  • A refund of the shipping charge is required by applicable law.

Import duties, customs charges, and import handling fees incurred in bringing products into the United States are not separately charged to customers and therefore are not deducted from customer refunds.

SALE AND PROMOTIONAL ITEMS

Sale, promotional, or discounted food products are subject to the same general return restrictions as regularly priced food products.

Sale or promotional status does not prevent a customer from reporting an eligible damaged, defective, incorrect, missing, or other qualifying product issue under this Refund Policy.

CUSTOMER-CAUSED DAMAGE

We generally do not provide refunds or replacements for products that are damaged after delivery because of customer handling, including products that are dropped, spilled, improperly stored, misused, or otherwise damaged after receipt.

This limitation does not apply where the condition existed when the product was delivered or where applicable law requires otherwise.

REFUSED, UNDELIVERABLE, AND INCORRECTLY ADDRESSED SHIPMENTS

Customers are responsible for providing complete and accurate delivery information.

If a shipment is refused, returned as undeliverable, or returned because of an incorrect or incomplete address provided by the customer, any approved refund may be reduced by the original shipping charge and any applicable return-to-sender shipping costs, to the extent permitted by applicable law.

If a delivery problem was caused by our error, we will not charge the customer for additional shipping required to correct that error.

For additional information regarding delivery addresses and shipping issues, please review our Shipping Policy.

PACKAGES MARKED DELIVERED

If carrier tracking indicates that your package was delivered but you cannot locate it, please contact our U.S. customer support team as soon as possible.

We may assist you in reviewing the tracking information or contacting the carrier.

We generally do not issue refunds for theft or loss occurring after a carrier has confirmed delivery to the address provided by the customer, except where required by applicable law or where the circumstances indicate that the delivery itself was not properly completed.

REFUND METHOD AND TIMING

Approved refunds for Online Checkout Orders will generally be issued to the original payment method.

Once a refund request is approved, we will generally process the refund within five (5) business days.

After we process the refund, your bank, card issuer, or payment provider may require additional time before the credit appears in your account. This typically takes approximately 5–10 business days, although processing times may vary by financial institution.

We will notify you when an approved refund has been processed.

For B2B Orders, refunds, credits, or account adjustments will be handled using the appropriate payment or accounting method based on the applicable invoice, payment method, and circumstances of the order.

B2B ORDERS

This Refund Policy generally applies to approved B2B chef account orders unless different return, replacement, refund, or claim terms are stated in an applicable written agreement, accepted quotation, invoice, or account-specific terms.

If B2B-specific terms conflict with this Refund Policy, the applicable written agreement, accepted quotation, invoice, or account-specific terms will control to the extent of the conflict.

CHANGES TO THIS REFUND POLICY

We may update this Refund Policy from time to time to reflect changes in our products, fulfillment practices, return or refund procedures, applicable law, or our business operations.

When we update this Refund Policy, we will revise the “Effective Date” and “Last updated” date at the top of this page.

Where required by applicable law, we will provide additional notice of material changes.

CONTACT US

If you have questions regarding a cancellation, damaged or defective product, return, replacement, or refund, please contact us using the appropriate contact below.

U.S. Customer Support and B2B Correspondence

Ys and Partners, Inc.
5151 California Avenue, Suite 100
Irvine, CA 92617
United States
Phone: +1 (949) 263-1600
Email: contact@thehouseofumami.com

Ys and Partners Japan Co., Ltd.
TORANOMON ALCEA TOWER 3F
2-2-3 Toranomon, Minato-ku
Tokyo 105-0001, Japan
Email: contact@ysandpartners.com