Kangen Shop USA Return Policy

Welcome to Kangen Water Shop USA. As an independent distributor, we strictly adhere to the official Enagic USA, Inc. return and refund policies. Prospective and current customers are encouraged to review the following guidelines detailing the return eligibility, applicable fees, and processing instructions for Enagic machines, Ukon supplements, Kangen Beauté products, emGuarde devices, Kangen Wagyu®, and general supplies.

Enagic Water Machine Returns

Enagic USA permits machine returns under specific conditions based on the timeframe and the condition of the equipment. Please note that shipping fees are non-refundable. For financed purchases, buyers are obligated to fulfill all monthly payments if a product falls outside the eligible return period. Installment charges (calculated as the number of payments multiplied by $20) are refunded on a prorated basis.

Note: "Receipt date" refers to the date the product was picked up or the date of signed delivery.

1. Full Refund Eligibility

Customers will receive a full refund (less shipping charges) only if the machine is returned to Enagic USA new and unoperated within seven (7) days of the receipt date.

2. Restocking Fees

A standard $100 Restocking Fee applies to all machine models under the following scenarios:

  • A machine is returned used (i.e., water has been run through it) within seven (7) days of receipt.

  • A machine is returned new and unoperated after seven (7) days, but before one (1) month of receipt.

3. Cancellation Fees for Used Machines

If a machine has been used and is returned after seven (7) days but before one (1) month of receipt, a Cancellation Fee applies instead of a Restocking Fee.

Cancellation Fees by Machine Model:

  • K8: $900

  • SD501: $700

  • SD501 DX: $800

  • SD501-U: $900

  • SD501-P: $750

  • Super 501: $1,100 (Member Super 501: $950)

  • JRIV: $500

  • Anespa DX: $480 (Member Anespa: $360)

(Note: The Restocking Fee for Member Anespa and Member Super 501 remains $100 where applicable).

4. Past One Month (Non-Refundable)

No machines, regardless of condition, may be returned for a refund once one (1) month has passed since the date of receipt.

Special Notice for SD501-U Under-Counter Models

Customers are strictly responsible for the installation of the SD501-U. Enagic USA does not provide installation services and highly recommends utilizing a professional plumber or carpenter. Installation requires drilling into countertops and walls. Enagic USA is not liable for any installation costs or drilling repairs, even if the unit is returned. No machine exchanges are accepted once an SD501-U has been installed.

Ukon & Kangen Beauté Products

Standard Ukon Products

Unused Ukon products may be returned for a full refund (minus shipping) if received by Enagic USA within ten (10) business days of receipt.

  • No cancellations or returns are accepted after 10 business days.

  • If a product has been opened or partially consumed within the allowable window, a cancellation fee applies: Ukon DD ($150) or Ukon 3DD Sigma ($400).

  • Financed buyers must complete their payments if the product is outside the return window.

Kangen Beauté Products

Kangen Beauté products qualify for a full refund (minus shipping) only if returned completely unopened within ten (10) business days of receipt.

  • Cancellations are not permitted after 10 business days.

  • Any individual skincare set with a broken factory seal or opened outer packaging is strictly non-refundable.

  • If a partial return is made of uncompromised, factory-sealed sets from the same shipment, the customer will receive a proportionate refund minus an account restructuring fee and a Cancellation Fee: Kangen Beauté DD ($150) or Kangen Beauté Sigma ($400).

emGuarde Return Policy

The emGuarde device has strict return conditions regarding its protective packaging.

  • Strict Condition: Returns are immediately voided if the plastic wrap has been opened or torn.

  • Full Refund: Granted (minus shipping) if returned unopened within seven (7) days of receipt.

  • Restocking Fee: A $100 fee is charged if the unopened device is returned after seven (7) days but before one (1) month.

  • Non-Refundable: emGuarde devices cannot be returned after one (1) month of receipt.

Supply Orders

Unopened supplies purchased via phone, email, fax, or the Enagic Online Store may be returned within thirty (30) days of the original purchase date.

  • Errors & Defects: Order errors must be reported within five (5) days of receipt. Enagic covers return shipping for defective items or company errors. For all other reasons, the customer assumes return shipping costs.

  • Return Locations: Online orders must go back to the shipping origin facility. Branch pickups must be returned to the original branch.

  • Refund Processing: Refunds are issued to the original payment method within seven (7) days of receiving the item. Please note that refunds, cancellations, or chargebacks on American Express cards incur a 3.5% service fee.

  • Contact First: Before returning supplies, customers must contact Enagic at (310) 542-7700 or support@enagic.com with their order number ready.

Kangen Wagyu® Refund & Replacement Policy

Due to the perishable nature of Kangen Wagyu®, physical returns are not accepted. However, customer satisfaction is a priority.

If an order arrives thawed, damaged, incomplete, or with quality concerns, customers must email kangenwagyuship@enagic.com within 24 hours of delivery.

How to File a Claim: Include your Distributor ID, a clear photo of the invoice, a description of the defect, and state whether a refund or replacement is preferred. You must also include the following photos:

  1. The affected product.

  2. Top and bottom of the outer shipping box.

  3. Internal liners and insulation materials. (For safety, please dispose of the compromised product safely rather than attempting to ship it back).

Exceptions (No Refunds/Replacements): Claims will be denied for packages refused by the recipient, failed deliveries due to incorrect addresses provided at checkout, improper post-delivery handling/thawing, or any claim submitted more than 24 hours after delivery.

Shipping Guidelines and Return Addresses

It is the buyer's responsibility to package returned items securely and provide proof of delivery. Customers should track their return shipments. If an original order has not arrived within 20 days of purchase, contact Enagic immediately. Enagic USA does not accept claims for lost packages after 25 days from the confirmed delivery date.

Ineligible Returns: Items that fail to meet these conditions will not be refunded, and the customer will be responsible for the cost of shipping the item back to them.

Designated Return Facilities: Shipping a return to the incorrect warehouse may result in additional fees. Please route your return based on the criteria below:

Enagic Plano Warehouse 1600 Capital Avenue, Suite 200, Plano, TX 75074

  • Accepts: New/unoperated machines, emGuarde, Ukon (excluding Kangen Beauté), and Supplies. (Excludes Hawaii orders).

Torrance Warehouse 4115 Spencer Street, Torrance, CA 90503

  • Accepts: Kangen Beauté products, and Used machines (where water has been run through the unit) returned within 30 days. (Excludes Hawaii orders).

Enagic Hawaii Warehouse 524 Keawe Street #130, Honolulu, HI 96813

  • Accepts: All Machines, emGuarde, Ukon, and Supplies exclusively for orders within the Hawaii territory.