返金ポリシー · henkin-policyRefund & Return Policy

Nature of our products

JOUZU products are fresh, perishable bakery items. For food safety and hygiene reasons, we cannot accept the return of products that have been consumed, partially consumed, or stored outside the recommended conditions on the product packaging.

When you can request a refund or replacement

We accept complaints in the following circumstances:

• The product was delivered damaged or in unsafe condition
• The product does not match what you ordered (wrong item or wrong variant)
• Items are missing from your order
• The product has a clear quality defect (e.g. undercooked, spoiled, contaminated)
• The product was not delivered within a reasonable time of the agreed delivery window

Time limit for complaints

You must notify us of any complaint within two (2) days of receiving your order. Complaints raised after this period cannot be processed, as we are unable to verify the condition of perishable products beyond this window.

How to raise a complaint

Email support@jouzu.jp or use the contact form on our website, providing:

• Your order number
• Date of delivery
• A description of the issue
• Clear photographs of the product (and packaging, where relevant) showing the issue
• Your preferred resolution: refund, replacement, or store credit

We will acknowledge your complaint within one (1) business day and aim to resolve it within three (3) to five (5) business days.

Resolution options

Depending on the nature of the complaint, and at our reasonable discretion, we may offer:

• A full or partial refund
• A replacement of the affected product
• A store credit for use against a future order

Refund processing times

Where a refund is approved, it will be processed based on your original payment method:

• SafePay (card or digital wallet): Refunded to the original payment method. Funds typically appear within seven (7) to fourteen (14) business days, depending on your bank or wallet provider.
• Cash on Delivery (COD): Refunded by bank transfer to an account in your name. Please provide your bank details when requesting the refund. Funds are typically credited within five (5) to seven (7) business days of approval.
• Store credit: Issued immediately to your customer account, valid for twelve (12) months from the date of issue.

Order cancellations

Instant delivery (Lahore): Orders may be cancelled free of charge at any time before preparation has begun. Once preparation has started, the order cannot be cancelled.

Pre-booked orders (nationwide): Pre-booked orders may be cancelled free of charge up to twenty-four (24) hours before the scheduled delivery time. Cancellations within twenty-four (24) hours of delivery may incur a cancellation fee of up to fifty percent (50%) of the order value, to cover ingredient and preparation costs already committed.

To cancel an order, contact us at support@jouzu.jp or call +92 42 111 243373.

Failed or delayed delivery

If your order is not delivered due to circumstances within our control (kitchen error, rider failure), we will, at your option, redeliver the order at no charge or issue a full refund.

If your order is delayed or undeliverable due to circumstances outside our control — including incorrect delivery information provided by you, the recipient being unreachable, severe weather, road closures, civic disruption, or force majeure events — we may, at our discretion, attempt redelivery or issue a partial refund. We are not liable for losses caused by such circumstances.

Address and recipient errors

It is your responsibility to provide accurate delivery information. If a product is delivered to the address you provided and you are subsequently unable to retrieve it, or if the recipient refuses to accept delivery, we are unable to offer a refund or replacement.

Contact us

Email: support@jouzu.jp
Phone: +92 42 111 243373
Address: Jouzu (SMC) Pvt. Ltd., 15 Ghazi Rd, Commercial Area, Sector K, DHA Phase 1, Lahore 54660, Pakistan