Terms and Conditions

1. About these Terms

These Terms apply to all purchases made through our website and any order requests made via WhatsApp that we accept and confirm. By placing an order, you agree to these Terms and Conditions. Please read these Terms and Conditions carefully and make sure that you understand them before ordering any products from our website portal. You should understand that by ordering any of our products you agree to be bound by these Terms and Conditions.

2. Seller Information

Based in Minato-ku, Tokyo, we operate online only and do not have a physical brick-and-mortar walk-in store. You may order our products via our E-Commerce website shopping cart or our WhatsApp shop page. Follow the on-screen instructions and provide accurate information when placing orders. We will confirm your order details by email or WhatsApp messages. Your order will be dispatched from one of our commercial warehouses via a selected delivery company direct to the address in your order.

Seller (Company Name): Demiko International

Website: https://www.platanosjapon.com

Returns / Exchanges: Due to the perishable nature of food products, we do not accept returns for customer convenience. Please see Section 11 (Claims Policy).

3. Our Products (Fresh Produce)

We sell fresh plantains and other fresh produce that are agricultural products. Natural variation is normal (size, color, peel marks, scuffs, latex stains). Minor cosmetic blemishes do not affect edibility and are not considered defects.

Because plantains are sensitive to temperature, humidity, and handling, quality can change quickly after delivery. Temperature fluctuation is a common cause of perishable quality loss.

4. Supply & Availability

Our products are imported from Costa Rica, Ecuador and Mexico. Customs inspections, port conditions, shipping delays, and equipment issues can affect availability and delivery timing. All products are subject to availability. If we cannot fulfill your order, we will contact you and (if you already paid) refund you in full.

5. How Orders Are Formed (Website and WhatsApp)

Website orders: After you place an order, you receive an acknowledgement email. This does not mean your order is accepted. Your order is accepted only when we send an order confirmation email/message. We may limit the quantity that can be purchased at one time.

WhatsApp orders: WhatsApp messages are treated as an order request. The contract is formed only when we confirm the items, price, and delivery details by message in the WhatsApp timeline. Please keep a record of your confirmed order details. If you are using the disappearing message function it is best to take a screenshot image record of your order request. Avoid deleting your order without informing us to avoid misunderstanding. Avoid ordering on the website and placing the same order in WhatsApp. Avoid multiple orders on either platform when you only intend to purchase a single box. Refusal to adhere to this policy will lead to service termination.

Customers are responsible for entering correct delivery details (name, address, phone, email). If incorrect details cause a delivery failure or delay, refunds may not be possible. We may limit the quantity that can be purchased at one time.

The images shown may differ slightly from the actual product depending on your computer settings and lighting conditions.

6. Pre-Orders

We may accept pre-orders in anticipation of stock arrival. If stock does not arrive as expected, we may cancel the order and issue a full refund for paid pre-orders. We may limit the quantity that can be purchased at one time.

Request for Arrival Notification:

When a product is out of stock you may request arrival notification by SMS text message or WhatsApp. Make sure to complete the out-of-stock request for arrival notification form completely and correctly.

Arrival Notifications:

Check that the mobile telephone number you have provided is correct and free of error. The SMS text notification requires a Japan registered mobile telephone number starting with the 3 digits 070, 080 or 090. In total there should be 11 digits. International mobile numbers will not receive arrival notification. Internet I.P. numbers beginning with the 3 digits 050 will not receive arrival notification. When you receive the SMS text notification message do not reply. Follow the instructions in the link provided to place your order as quickly as possible while stocks last. Contact us if you want to unsubscribe from the SMS text notification messages.

Emails:

Check that the email address you provide is correct and free of syntax error. Unverified email addresses cannot receive confirmation messages. Bounced email addresses cannot receive confirmation messages. Do not reply to the confirmation message sent by email. Please use the contact page in the website. If you want to unsubscribe from our mailing list, select the unsubscribe link at the bottom of the latest notification. The confirmation message you receive by email is the receipt issued by the website. Please retain or print a copy if you require proof of purchase. Formal receipts are available on request.

7. Delivery

We aim to deliver by the date/time in your confirmation, but delivery dates are estimates and may change due to carrier, weather, customs, or other factors. Some regions may experience delays due to missed air/ferry connections and weather (including Okinawa and other remote regions).

Customer availability: The delivery company will make 3 delivery attempts. Customers should receive the parcel as soon as possible after the first delivery attempt. Due to the perishable nature of the product if it is not received within the two days arrival timeframe due to customer absence or other reasons such as incorrect address or missed re-delivery arrangements, it maybe returned and disposed of. In such cases, we will not reschedule the delivery. Furthermore, you will be charged the product price and shipping fees listed on the website. Thank you for your understanding.

8. Late Delivery

Some regions experience delivery delay due to missed connections such as airplanes or ferries. Kansai regions such as Kobe, Kyoto and Nara do not offer the early morning 08.00-12.00 time slot for example. Okayama may experience delivery delays due to missed ferry connections. Okinawa, Fukuoka, Nagasaki and Hokkaido may experience delivery delays due to adverse weather conditions and missed flights.

We will do our best to deliver your order on the delivery date and time slot selected in your order. However, please understand that delivery times are requests and may change for reasons such as:

  • courier/carrier delays, peak-season volume, traffic, weather, accidents, road restrictions

  • warehouse delays, packing/dispatch timing, inventory count differences

  • incorrect or incomplete address/phone details, or difficulty confirming delivery details

  • order processing issues such as data input mistakes, system issues, labeling mistakes, or other administrative/human errors

  • missed delivery because the recipient was unavailable, or re-delivery was not arranged within the carrier’s holding period

We are not responsible for missed events or business impacts. If a delay or delivery change happens, we cannot be responsible for any related inconvenience or losses such as missed parties/events, lost sales, lost profit, or other business impact.

If there is a delivery issue, we will respond fairly and as quickly as possible. Depending on the situation, we may offer re-delivery, replacement, or a refund/credit for the affected product(s).

When we are made aware of delays we will strive to send an SMS text message to the mobile phone number provided in the order affected.

9. Cancellation & Changes

Orders may be cancelled or changed only before dispatch. Once confirmed and dispatched (or in transit), cancellations/changes are not possible.

If you need to change delivery time, contact us as early as possible so we can try to assist. We recommend completing delivery within 48–72 hours of dispatch.

10. Plantain Characteristics, Handling, and Storage (Customer Guidance)

Plantains are a tropical fruit and are not native to Japan’s climate. They are sensitive to heat, light, humidity, and ambient temperature, so appearance and ripening speed can change depending on the season and your storage environment.

10.1 Product condition on delivery

Green plantains

  • Delivered green.

  • Recommended consumption: within 7–10 days.

  • If you require ripe fruit, please do not order green plantains. Choose our ripe options instead (when available).

Ripe plantains

  • Delivered ripe (or semi-ripe, depending on the season and transit conditions).

  • Recommended consumption: within up to 5 days.

10.2 Delivery inspection (important)

When you receive your box, please inspect the contents immediately:

  • Check each unit and also inspect the bottom of the box.

  • If you find bruised, broken, or sub-optimal units, please report it with clear images within 48 hours of delivery so we can promptly review and propose a solution.

10.3 Short-term storage guidance

For green plantains (short-term preservation)

  • Store in a cool (10–15°C), dry, and dark area.

  • Keep away from direct sunlight and heat sources (e.g., stove, heater).

  • Avoid sealing in hot, humid spaces that may trigger early ripening.

For ripe or semi-ripe plantains

  • Consume promptly (ideally within the recommended period above).

  • If semi-ripe, you may complete ripening at home by placing the box in a warm location (see 10.4 and seasonal guidance below).

10.4 Home ripening (Results not guaranteed)

Many customers enjoy ripening at home, but successful ripening depends on:

  • Warmth

  • Humidity

  • Ethylene exposure

Especially in winter, home ripening can be difficult due to cold and dry indoor conditions. For this reason:

  • We cannot guarantee home ripening results, and

  • We cannot accept claims based only on home ripening outcomes.

Home ripening is done at your own risk.

10.5 Seasonal guidance in Japan

A) September–May (approximately): colder and drier season

During autumn and winter, green plantains will not ripen without intervention due to cold and dry conditions. Cold, dry air slows respiration. If stored too long in this state the fruit and skin may harden and darken, it may become difficult to peel and quality may decline significantly.

Please avoid storing green plantains for several weeks in winter conditions, as outcomes are often unfavorable.

Winter home storage

Store in a cool but not freezing environment. If storage is too cold, fruit may turn brown/black and deteriorate quickly within a few days. Large 22kg boxes may contain residual moisture from container transit. Please remove all units from the original box and place them into a clean, dry box.

Moisture management (winter)

Plantains may dehydrate more in winter, so store in a moderately humid location (avoid overly dry air that speeds dehydration).

B) June–September (approximately): warmer and more humid season

In spring and summer, green plantains may ripen rapidly due to hot and humid conditions. To keep them green as long as possible immediately after delivery, store in a cool location (8–15°C).

Summer home storage

  • Store in a cool (8–15°C), dry place to avoid rapid ripening.

  • Large 22kg boxes may contain residual moisture from container transit so remove all units and place them into a clean dry container.

10.6 Commercial ripening (our process for ripe boxes)

Between September and May, additional effort is required to ripen plantains. When available, ripe boxes are made to order using a controlled commercial ripening process, which typically includes:

  • Raising temperature to 15–20°C

  • Maintaining 90–95% relative humidity to prevent moisture loss

  • Ethylene exposure at 100–150 ppm for 24–48 hours

  • After ethylene exposure, the chamber is gradually ventilated to remove gas in a controlled manner

  • Fruit then continues ripening over several days in storage before boxes are counted and prepared for shipping

Depending on the season, the full process may take 5–7 days.

Once you place an order for a ripe box:

  • Please refrain from changes or cancellation, as the ripening process is initiated and managed specifically for your order.

  • When your box is ready, we aim to dispatch the same day from the warehouse.

  • Depending on the season, you may receive semi-ripe fruit. If so, simply place the box in a warm location to complete maturation.

10.7 Weather and transit risk (regional guidance)

Because plantains are highly temperature-sensitive, certain deliveries carry higher risk:

Extreme cold (winter months)

  • Delivery to regions with extreme cold is best avoided, especially routes requiring 48 hours transit.

  • Fruit may turn dark brown or black during transport.

  • This includes Hokkaido.

Extreme heat (summer months)

  • Delivery to regions with extreme heat is best avoided, especially routes requiring 48 hours transit.

  • Ripening may occur inside the box during transport.

  • This includes Okinawa.

Separate packing of green and ripe plantains (No mixed in the same box):

Green and ripe plantains are treated as separate products and are handled by different vendors in different locations. For quality control and operational reasons, we stopped packing or shipping green and ripe plantains together in the same box. In warmer seasons, packing ripe plantains with green plantains increases the risk that the green fruit will ripen prematurely during packing, transit, and delivery. To avoid quality issues, customers who want both green and ripe plantains are advised to purchase them in separate boxes (one box per box).

11. Claims Policy

We do not accept returns, refunds  or exchanges for customer convenience. Please be sure to check your order details before placing it. On delivery make sure to inspect all individual units. However, if your order is wrong, missing items, materially damaged in transit, or clearly unusable on arrival, we will review your claim and provide an appropriate remedy as soon as we can.

We take every precaution when shipping products, but if the product you receive is different from the one you ordered please take photos that clearly show all quality defects and use the contact page to contact us within two days (48 hours) of the delivery day stipulated in the order.

Claim deadline:

Visit our website and choose a method to contact us within 48 hours of the date stipulated in the delivery request. If you ordered in WhatsApp send a message in the same timeline.

Required evidence (please provide all):

  1. Photo of the shipping label
  2. Photo of the outer box (all sides if damaged)
  3. Photo(s) of the inside of the box
  4. Clear photo(s) of all affected fruit (not only 1–2 pieces)

Please keep the product and packaging until we respond, in case further verification is needed.

What we can offer (case-by-case):

  • Replacement (if stock is available)
  • Credit toward your next order
  • Refund (full or partial) using the original payment method where possible, or by bank transfer (furikomi)

What is not covered (examples):

  • Claims made after 48 hours
  • Normal cosmetic blemishes and natural variation
  • Quality changes caused by delayed receipt, missed delivery, customer unavailability, or home storage conditions
  • “Wrong order” placed by the customer (e.g., ordering green when ripe was needed)
  • Home-ripening results were unfavorable

Refunds:

Cash on delivery payments require that you provide a picture of a bank or post office book or card that clearly shows the institution details including name, financial institution number, account number and account holder name.

Credit card payments will be refunded via the original Stripe payment portal.

12. Payment Issues (Including COD Collection Errors)

If a delivery carrier fails to collect COD payment due to a carrier/vendor error, we will contact you to settle the amount by card or bank transfer before future deliveries can resume. We may decline future orders from customers who do not settle outstanding balances.

13. Limitation of Liability

We will not be responsible for losses caused by events outside our reasonable control (e.g., customs holds, port disruption, carrier delays, weather, infrastructure failures, force majeure). Nothing in these Terms limits liability where such limitation is not permitted under applicable consumer laws.

14. Changes to These Terms

We may update these Terms from time to time. Updated Terms take effect when posted on the website.

15. Termination of Service

We reserve the right to refuse service, cancel orders or terminate accounts at our discretion.

Please note that returned boxes create significant cost and waste. If a customer refuses a delivery that was correctly shipped according to the details in the order request, and the box is returned to the warehouse, deliveries will be paused until the customer provides a valid reason and we approve reactivation of the account. We may opt to change the payment method from cash on delivery to credit card payment for future orders.

Abusive or disrespectful language on WhatsApp or our social media is not permitted. We may remove posts, restrict contact, or terminate service for repeat offenders in serious cases.

16.  Okinawa Delivery Window

Our Okinawa shipping window is limited to the cooler months of November – March. This seasonal schedule protects the quality of the fruit from tropical heat during transit. Should you require delivery outside of this window, please contact us by SMS text or WhatsApp to discuss proceeding at your own discretion.

17. Hokkaido Delivery Window

Our Hokkaido shipping window is limited to the relatively warmer months of March – November. This seasonal schedule protects the quality of the fruit from the excessive freezing cold temperature during transit. Should you require delivery outside of this window, please contact us by SMS text or WhatsApp to discuss proceeding at your own discretion.