Policies
RETURNS, EXCHANGES, AND REFUNDS POLICIES (Updated: 12/13/2021)
Returns
Purchased items can be returned within fifteen (15) days of receiving the order for a refund.
To be eligible for a return, your item must be unused and in the same condition that you received it along with the original packaging. In order to complete your return, we require a receipt or proof of purchase. To proceed with your return, please submit your request here. Once your request is approved, you will receive an email notification for the next step. If you have any questions, please contact info@santokunyc.com by email.
Refunds (if the above condition is met)
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 after deducting a 15％ restocking fee, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Please be informed that the shipping fee will not be refunded.
Damaged or Defective Items
Please inspect all shipments immediately upon arrival.
If you find your product(s) to be damaged or defective, please contact Focus America Corporation at info@santokunyc.com within 15 business days of receiving damaged or defective shipments. Please see below for the details:
Damaged Items (Due to Shipping)
Please take images of the product that includes: SKU label, the entire product view, and the damaged area. Also please include the image of the package that includes: packaging material, scratches or damages. Send all images to info@santokunyc.com.
As soon as you send all the necessary information, we will provide immediate replacement, refund, or credit as per your request.
We will file a claim to the shipping service. The shipping carrier may investigate the case, in which case please do not discard the damaged item(s) and packaging(s) and keep them on hand until approved. The process could take up to 1 month.
Once the claim process has been resolved, we will contact you asking you to dispose of the damaged item(s).
Defective Items (Due to Manufacturing)
Please take images of the product that includes: SKU label, the entire product view, and the defective area, and send all images to info@santokunyc.com.
Once we confirm the defects on our end, we will ship you the replacement item.
Sample Sale Items
Only regular priced items may be returned and refunded. All sale items are final.
Face Mask Return
All face mask sales are final for health reasons.
Exchanges
We only replace items if they are defective (ex: the products are not functional or manufacturing defects). If you would like to exchange items of different sizes or colors, please return the original items to us to get a refund, then place a new order. Please see the “Return Shipping” section below for the process.
Return Shipping
To return your product, please mail your product to Santokunyc c/o Focus America Corp. 500 Mamaroneck Avenue, Suite320, NY10528.
You will be responsible for paying for your own shipping costs for returning your item using a trackable and insured method. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
If you are shipping an item over $100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and we are not responsible for any loss or damage during the return shipping process.
Lost of Stolen Package
If the tracking # is showing “Delivered” status but you have not received your item(s) yet, please contact the carrier first.
We recommend you to keep a record of what time you contact your carrier such as UPS or USPS. Please be informed that if the tracking # of the package is confirmed as “Delivered”, the customers are responsible for any lost or stolen items. SANTOKU cannot be held accountable to send replacement items for lost or stolen items that are confirmed as “Delivered.”
We have experienced in the past that the carrier does not compensate for the missing or stolen product if the status says “Delivered”. Once the carrier confirms that the shipping address matches the GPS location of the deliverer at the time of the scanning, the carrier’s system changes to “Delivered”. If you believe there is a discrepancy in the status, please contact the carrier and clarify what time and which address the packages are dropped off.
In order to avoid package theft, we highly recommend you to install a security camera such as Ring to record the areas where the packages get delivered. This way, you can detect on the recordings whether the package was stolen, or the carrier marked it as delivered but the package was never dropped off. Also, please check with other members in your household before making a lost or stolen claim.
Refund
Return can take up to 14 days from the date shipped to arrive back to us and can take up to 3 weeks from the date received to be processed. We’ll send you an email once the returned items have been received and another one confirming when your refund has been processed. If you’ve waited more than 3 weeks with no email from us, please contact us info@santokunyc.com.
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PRIVACY STATEMENT
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SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?
When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.
When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.
Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.
SECTION 2 - CONSENT
How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.
How do I withdraw my consent?
If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at info@santokunyc.com or mailing us at:
santoku nyc
500 Mamaroneck Avenue, Suite 320, Harrison NY 10528
SECTION 3 - DISCLOSURE
We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.
SECTION 4 - SHOPIFY
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.
Payment:
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).
SECTION 5 - THIRD-PARTY SERVICES
In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.
However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.
For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.
In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.
Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.
Links:
When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.
SECTION 6 - SECURITY
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
SECTION 7 - COOKIES
Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.
_session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).
_shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits
_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.
cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.
_secure_session_id, unique token, sessional
storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.
SECTION 8 - AGE OF CONSENT
By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
SECTION 9 - CHANGES TO THIS PRIVACY POLICY
We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.
QUESTIONS AND CONTACT INFORMATION
If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at info@santokunyc.com or by mail at
santoku nyc
[Re: Privacy Compliance Officer]
500 Mamaroneck Avenue, Suite 320, Harrison NY 10528
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