Shipping & Returns Policy

Last Updated: October 8, 2026

At Sakura Casa, we work primarily with wholesalers, importers, distributors, retailers, brand owners, private-label customers, and other B2B partners worldwide.

As a manufacturer and international supplier, shipping, delivery, returns, and claims may vary depending on the product, order quantity, destination, shipping method, Incoterm, customization requirements, and other terms agreed for each transaction.

Where there is any inconsistency between this general Policy and the terms stated in an accepted quotation, Proforma Invoice, sales contract, purchase order confirmation, or other written commercial agreement, the specific terms agreed for that transaction will prevail.

1. Shipping Methods

Depending on the order volume, weight, product characteristics, destination, and commercial requirements, shipments may be arranged through:

  • International courier or parcel services
  • Air freight
  • Sea freight
  • Land transportation
  • Freight forwarders
  • Buyer-appointed shipping agents
  • Buyer-appointed carriers

The most appropriate shipping method will be determined according to the requirements of each order.

2. Production and Order Preparation

Production and preparation times may vary depending on factors including:

  • Product type
  • Order quantity
  • Minimum Order Quantity (MOQ)
  • Inventory availability
  • Manufacturing requirements
  • Packaging
  • Labeling
  • Private-label requirements
  • OEM/ODM requirements
  • Customization
  • Raw material availability
  • Production schedule

The estimated production or preparation lead time will be stated in the applicable quotation, Proforma Invoice, order confirmation, or sales contract.

Unless expressly guaranteed in writing, all production and preparation timelines are estimates.

3. Shipping and Transit Times

Transit times are approximate and generally begin once the goods have been handed over to the relevant carrier or logistics provider.

Delivery times may be affected by circumstances beyond our reasonable control, including:

  • Customs procedures
  • Customs inspections
  • Port congestion
  • Transportation delays
  • Weather conditions
  • Public holidays
  • Carrier delays
  • Regulatory changes
  • Government restrictions
  • Supply-chain disruptions
  • Force majeure events

For this reason, an estimated arrival date does not constitute a guaranteed delivery date unless expressly agreed in writing.

4. Incoterms and Delivery Terms

International transactions may be conducted under an agreed Incoterm.

The applicable Incoterm will be stated in the relevant:

  • Quotation
  • Proforma Invoice
  • Purchase Order confirmation
  • Sales Contract
  • Other agreed commercial document

Responsibilities relating to:

  • Transportation
  • Insurance
  • Export clearance
  • Import clearance
  • Customs duties
  • Local charges
  • Delivery
  • Transfer of risk

will be determined according to the agreed Incoterm and the specific commercial terms of the transaction.

5. Shipping and Logistics Costs

Shipping and logistics costs may vary depending on:

  • Weight
  • Volume
  • Quantity
  • Destination
  • Shipping method
  • Incoterm
  • Product category
  • Packaging
  • Additional services required

Unless expressly stated otherwise in writing, product prices do not automatically include:

  • International freight
  • Insurance
  • Customs duties
  • Import taxes
  • Tariffs
  • Destination charges
  • Storage fees
  • Customs clearance fees
  • Local delivery fees
  • Other destination-related costs

Any included costs will be stated in the applicable quotation or commercial document.

6. Customs, Duties, Taxes, and Import Requirements

Responsibility for customs clearance and import procedures will depend on the agreed Incoterm and commercial terms.

Where applicable, the buyer is responsible for verifying and complying with destination-market requirements, including:

  • Import permits
  • Product registrations
  • Labeling requirements
  • Health or sanitary requirements
  • Customs procedures
  • Duties
  • Taxes
  • Licenses
  • Regulatory approvals
  • Other applicable import requirements

Sakura Casa may provide available commercial, technical, or manufacturing documentation where appropriate.

However, unless expressly agreed otherwise in writing, Sakura Casa does not guarantee that a particular product can be legally imported, registered, distributed, marketed, or sold in every country or territory.

The buyer should complete the necessary regulatory review before confirming an order.

7. Delivery Information

The buyer is responsible for providing accurate and complete shipping and delivery information.

Depending on the shipment, this may include:

  • Recipient name
  • Company name
  • Complete address
  • City
  • State or province
  • Postal code
  • Country
  • Telephone number
  • Tax or customs information
  • Destination port
  • Warehouse address
  • Importer information
  • Other logistics details

Any delay, loss, re-delivery charge, storage fee, or additional cost resulting from incorrect, incomplete, or subsequently changed information may be the responsibility of the buyer.

8. Transfer of Risk

Transfer of risk will be determined according to the agreed Incoterm and delivery terms.

Where the buyer appoints its own freight forwarder, carrier, or shipping agent, risk associated with transportation after delivery to the appointed logistics provider will be determined according to the applicable Incoterm and commercial agreement.

9. Inspection Upon Receipt

The buyer should inspect the goods as soon as reasonably possible after delivery.

We recommend checking:

  • Product identity
  • Quantity received
  • Packaging condition
  • Outer carton condition
  • Visible damage
  • Labels
  • Batch or lot numbers where applicable
  • Consistency with confirmed specifications

If visible damage is found upon delivery, we recommend preserving the goods and packaging in their original condition until sufficient evidence has been collected.

Where appropriate, the buyer should also note visible shipping damage on the carrier’s delivery documentation.

10. Claims

If the buyer discovers:

  • Incorrect products
  • Incorrect quantities
  • Missing goods
  • Visible damage
  • Apparent manufacturing defects
  • Material deviation from confirmed specifications

the buyer should contact Sakura Casa as soon as possible.

Unless otherwise agreed in writing, claims relating to visible damage, missing goods, or quantity discrepancies should be submitted within 7 calendar days after receipt of the goods.

Claims submitted after the applicable period may be more difficult to verify and may not be accepted where evidence is insufficient.

11. Information Required for Claims

To evaluate a claim, we may request supporting information including:

  • Order number
  • Proforma Invoice number
  • Product name
  • Total quantity received
  • Quantity affected
  • Description of the issue
  • Product photographs
  • Photographs of outer cartons
  • Photographs of inner packaging
  • Videos
  • Product labels
  • Batch or lot number
  • Shipping documents
  • Carrier records
  • Other reasonable evidence relevant to the claim

The buyer should not dispose of affected goods, cartons, packaging, labels, or related evidence before receiving further instructions from Sakura Casa.

12. Claim Evaluation

Each claim will be reviewed individually.

We may consider factors including:

  • Evidence provided
  • Nature of the issue
  • Order terms
  • Agreed specifications
  • Incoterm
  • Condition of the packaging
  • Carrier information
  • Manufacturing records where applicable
  • Product batch information
  • Circumstances of transportation and storage

Submitting a claim does not automatically guarantee approval of a refund, replacement, credit, or other compensation.

13. Available Remedies

Where a claim is accepted, the available remedy will depend on the circumstances of the case and the terms of the relevant transaction.

Possible remedies may include:

  • Replacement of affected goods
  • Reshipment
  • Commercial credit
  • Adjustment against a future order
  • Partial refund
  • Refund where appropriate
  • Reproduction of affected customized goods
  • Another solution agreed by both parties

The appropriate remedy will be determined according to the nature of the issue, evidence available, and the commercial terms of the transaction.

14. OEM, ODM, Private-Label, and Customized Products

Products manufactured, labeled, packaged, formulated, or customized specifically for a buyer are generally not returnable solely because the buyer:

  • Changes its mind
  • Changes its business plan
  • Changes its brand strategy
  • No longer requires the goods
  • Wishes to modify previously approved specifications

This may include:

  • Private-label products
  • Custom labels
  • Custom packaging
  • Custom designs
  • Custom formulas
  • Special specifications
  • Custom production runs
  • Buyer-specific manufacturing

Where there is a verified manufacturing defect or material non-conformity with the approved specifications, the claim will be reviewed under this Policy and the applicable commercial agreement.

15. Approved Artwork and Packaging

For customized orders, buyers are responsible for reviewing and approving applicable artwork, labels, packaging layouts, text, trademarks, claims, and specifications before production.

Once written approval has been provided, changes requested after production has started may result in:

  • Additional charges
  • Production delays
  • Reprinting costs
  • Packaging replacement costs
  • New MOQ requirements

Errors contained in buyer-approved artwork or information supplied by the buyer will not automatically be treated as manufacturing defects.

16. Normal Manufacturing Variations

Minor variations may occur between production batches as a result of:

  • Raw materials
  • Manufacturing processes
  • Printing
  • Color reproduction
  • Texture
  • Packaging materials
  • Natural ingredient characteristics

Such variations will not automatically be considered defects where they:

  • Do not materially affect normal product use
  • Do not alter essential product characteristics
  • Remain within reasonable manufacturing tolerances
  • Comply with agreed specifications

17. Damage During Transportation

Where transportation is arranged or controlled directly by the buyer, claims relating solely to loss or damage during transit may be subject to:

  • The carrier’s terms
  • Freight forwarder terms
  • Cargo insurance
  • The agreed Incoterm
  • Other applicable transportation arrangements

Where reasonably available, Sakura Casa may provide supporting documents to assist the buyer in submitting a claim to the relevant carrier, freight forwarder, or insurer.

Where transportation is arranged by Sakura Casa, responsibility will still be determined according to the agreed Incoterm and specific commercial terms.

18. Returns

All returns require prior written authorization from Sakura Casa.

Goods must not be returned without first receiving instructions from our team.

Unauthorized returns may be refused.

Where a return is approved, Sakura Casa will provide applicable instructions, which may include:

  • Return address
  • Required documents
  • Packaging requirements
  • Return deadline
  • Shipping instructions
  • Applicable return costs

Responsibility for return freight and related costs will depend on the reason for the return and the commercial terms of the relevant transaction.

19. Non-Returnable Products

Unless otherwise agreed in writing, products may be non-returnable where they are:

  • Customized
  • Private-label
  • OEM/ODM
  • Specially packaged
  • Specially labeled
  • Manufactured specifically for the buyer
  • Opened, used, damaged, or altered after delivery
  • Returned without authorization

This does not prevent a buyer from submitting a valid claim regarding an actual manufacturing defect or non-conformity with agreed specifications.

20. Order Changes and Cancellations

Requests to change or cancel an order should be made as early as possible.

Orders may become non-cancellable once:

  • Raw materials have been purchased
  • Packaging has been produced
  • Labels have been printed
  • Manufacturing has started
  • Customization work has begun
  • Goods have been completed
  • Goods have been shipped

Where cancellation is accepted after costs have already been incurred, the buyer may be responsible for reasonable costs associated with:

  • Materials
  • Printing
  • Packaging
  • Manufacturing
  • Labor
  • Storage
  • Logistics
  • Other completed work

Specific cancellation terms may also be stated in the applicable quotation, Proforma Invoice, or contract.

21. Storage After Production

Where goods are completed but shipment is delayed at the buyer’s request, due to missing shipping instructions, delayed payment, customs documentation, or other buyer-related reasons, additional storage or handling costs may apply.

Any such costs will be communicated where reasonably possible.

Risk allocation during extended storage will be determined according to the applicable commercial agreement.

22. Force Majeure

Sakura Casa will not be responsible for delays or failure to perform caused by circumstances reasonably beyond our control.

Such circumstances may include:

  • Natural disasters
  • Fire
  • Floods
  • Earthquakes
  • Epidemics or health emergencies
  • War or conflict
  • Civil unrest
  • Strikes
  • Transportation disruption
  • Port congestion
  • Customs delays
  • Government restrictions
  • Regulatory changes
  • Major infrastructure failures
  • Serious supply-chain disruptions
  • Raw material shortages
  • Other comparable events beyond reasonable control

Where such circumstances materially affect an order, we will use reasonable efforts to communicate the situation and seek a practical commercial solution.

23. Specific Order Terms

This Policy provides general terms applicable to shipping, delivery, returns, and claims.

If an accepted quotation, Proforma Invoice, Purchase Order confirmation, sales contract, specification sheet, or other written agreement contains terms that differ from this Policy, the specific written terms for that transaction will prevail.

Nothing in this Policy limits rights or obligations that cannot legally be excluded or limited under applicable law.

24. Contact Us

For questions regarding shipping, delivery, returns, claims, or a specific B2B order, please contact:

Sakura Casa

Legal Entity: JINHUA SAKULE IMPORT AND EXPORT TRADING CO., LTD.

Business Address:
ROOM 801-04, BUILDING 14, HAITANG MICRO ENTREPRENEUR PARK,
NO.399 SHICHENG STREET, QIUBIN SUBDISTRICT,
WUCHENG DISTRICT, JINHUA CITY, ZHEJIANG PROVINCE, P.R. CHINA

Email: sakuradirectorventas@gmail.com
WhatsApp: +86 18582021561
Website: https://sakuracasa.com

When submitting a claim, please include your order number or Proforma Invoice number whenever possible so that we can review the matter more efficiently.