General Information

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned including:

• Perishable goods
• Any item not in its original condition
• Damaged or missing parts for reasons not due to our error

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to office locations. Items purchased over 30 days are not eligible for return.

Refunds

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, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please use the sites Contact Us form found here.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send an email through the sites Contact Us form found here.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

To return your product, you should mail your product to:

TMC Hada Labo Tokyo Returns
3423 Southpark Pl
Suite B
Grove City, OH 43123

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item or items valued at over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

The Mentholatum Company
707 Sterling Drive
Orchard Park, NY 14127
1 (877) 636-2677
Hours of Operations:
Monday through Friday - 9am to 5pm ET