At Kentaro, we want you to feel confident in your purchase. We understand that food storage containers are products you use with food every day, and that receiving the right pack size in good condition is important.
This policy explains how cancellations, returns, exchanges, and refunds are handled.
1. Order Cancellations
Orders may be cancelled within 6 hours of purchase for a full refund.
To request a cancellation, please email support@kentarocontainers.com as soon as possible and include your order number.
If your order has already been processed or shipped, we may no longer be able to cancel it. In that case, you may request a return in accordance with the policy below.
Approved cancellation refunds will be issued to the original payment method within 3–5 business days.
2. Return Eligibility
We accept returns within 30 days of delivery, provided the following conditions are met:
- The product is unused and unwashed
- The product is in its original condition
- The product is free from food residue, stains, odors, scratches, dents, damage, or other signs of use
- The product is returned with its original packaging, where reasonably possible
- Proof of purchase is provided, such as an order number or receipt
Because our containers and lids come into contact with food, we cannot accept returns of items that have been used or washed for hygiene reasons.
3. Wrong Pack Size
We understand that it is possible to order the wrong pack size by mistake.
If you ordered the wrong pack size, please contact us within 14 days of delivery. The product must be unused and unwashed.
Eligible wrong-pack-size returns will receive store credit only for the purchase price of the returned product. Store credit does not include original shipping charges.
Store credit will be issued after the returned product has been received and inspected and may be used toward a future Kentaro purchase.
If you require a different pack size, you may use your store credit to purchase it, subject to availability.
Wrong-pack-size returns are not eligible for a cash or credit-card refund.
If the wrong pack size was sent due to an error by Kentaro, this will be treated as an incorrect-item shipment under Section 5 and will be eligible for a replacement or refund.
4. How to Start a Return
Step 1 — Contact Us
Email support@kentarocontainers.com with:
- Your order number
- The reason for the return
- The product(s) you wish to return
- Photos, if the product is damaged, defective, or incorrect
Step 2 — Return Approval
Our support team will review your request and confirm whether the item is eligible for return.
Please do not send a return before receiving approval from Kentaro.
Step 3 — Return Instructions
If your return is approved, we will provide return instructions and, where applicable, a return shipping label.
Step 4 — Inspection
Once your return is received, we will inspect the product to confirm that it meets the return requirements.
If approved, your refund, store credit, or replacement will then be processed.
Free gifts and promotional items are not eligible for return or refund.
5. Defective, Damaged, or Incorrect Items
If your product arrives:
- Defective
- Damaged during shipping
- In the wrong pack size due to an error on our part
- Incomplete, such as a container without its lid
- Different from the product you ordered
please contact us within 14 days of delivery.
We may request photographs to help us assess the issue.
If the issue was caused by Kentaro, we will provide a replacement or refund at no additional cost to you, including reasonable return shipping costs where applicable.
6. Return Shipping
Returns Due to Kentaro’s Error
We cover return shipping when:
- The wrong product was sent
- The product arrived damaged
- The product is defective
- The return is otherwise required because of an error on our part
Wrong Pack Size or Change of Mind
For voluntary returns, including selecting the wrong pack size or changing your mind, the customer is responsible for return shipping costs.
For wrong-pack-size returns, store credit only will be issued for the eligible product price after the returned item is received and inspected.
Original shipping charges are generally non-refundable unless the return resulted from an error on our part.
7. Refunds
Once an approved return has been received and inspected:
- Refunds are issued to the original payment method where applicable
- Refunds are generally processed within 7–10 business days
- Original shipping charges are non-refundable unless the return resulted from our error
Wrong-pack-size returns are subject to the store-credit-only policy described above.
The time required for a refund to appear in your account may vary depending on your bank, credit card company, or payment provider.
8. Non-Returnable Items
For hygiene reasons, the following items are not eligible for return once used or washed:
- Containers that have been used or washed
- Lids that have been used or washed
- Items showing signs of use, staining, odor, or damage caused after delivery
- Clearance or final-sale items, except where defective or otherwise required by applicable law
- Free gifts or promotional items
This policy does not limit any rights you may have under applicable consumer protection laws.
9. Exchanges
For wrong-pack-size purchases, we do not provide direct exchanges. Instead, eligible customers will receive store credit that can be used to purchase the correct pack size.
Defective or incorrectly shipped products will be replaced at no additional cost to you or, where appropriate, refunded.
10. Sale & Clearance Items
Regular-priced products are eligible for return in accordance with this policy.
Sale or clearance products may be final sale, unless the product is defective, damaged, incorrectly shipped, or otherwise subject to rights that cannot legally be excluded.
Any applicable final-sale terms will be clearly identified at the time of purchase.
11. Gift Returns
If an item was purchased as a gift and shipped directly to the recipient, an eligible return may be issued as store credit.
If the purchaser requests the return, any applicable refund will generally be issued to the original payment method used for the purchase.
12. Important Product Use Information
Kentaro containers have stainless steel bodies and clear plastic lids with locking clips. Do not put the stainless steel containers in a microwave. Transfer food to a microwave-safe dish before reheating.
Wash the containers and lids before first use, and follow the care instructions supplied with the product for any other temperature or appliance use.
13. Contact Us
Kentaro
Email: support@kentarocontainers.com
Business Hours: Monday–Friday, 9:00 AM–6:00 PM Arizona Time
We aim to respond to customer inquiries within 24 hours.
Policy Last Updated: October 2026
Other policies: Shipping Policy · Return & Refund Policy · Terms of Service · Privacy Policy