Refund policy
Last updated: July 5, 2026
Returns
We accept returns of eligible unopened products within 14 days of delivery.
The 14-day return period begins when the last item in your order is delivered. If the end of the return period falls on a weekend or public holiday, the period will be extended accordingly.
To request a return, please sign in through Manage Your Order using the email address associated with your order and submit a return request.
Products must be returned in their original, unopened, and sealed condition.
EU Right of Withdrawal
If you are a consumer residing in the European Union, you have the statutory right to withdraw from your purchase within 14 days after receiving your order, subject to applicable exceptions under EU consumer protection law.
You may submit a withdrawal request through Manage Your Order. You may also request cancellation of an eligible order before it has been shipped.
As matcha is a food product, sealed products that have been opened or unsealed after delivery cannot be returned where the applicable health or hygiene exception applies.
This does not affect your statutory rights if a product is defective, damaged, or incorrectly supplied.
Non-Returnable Items
For food safety and hygiene reasons, we cannot accept returns of:
- Opened food products
- Matcha products with broken or removed seals after delivery
- Products damaged after delivery due to improper handling or storage
- Orders returned due to an incorrect shipping address provided by the customer
These restrictions do not affect any mandatory consumer rights applicable under local law.
Return Shipping Costs
Unless the item is defective, damaged, or incorrectly supplied, customers are responsible for arranging and paying for return shipping.
We recommend using a tracked shipping service, as we cannot be responsible for items lost during return transit.
Damaged or Incorrect Items
If your order arrives damaged, defective, or if you receive the wrong product, please contact us as soon as possible after delivery.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging
After reviewing your request, we will provide an appropriate solution in accordance with applicable consumer law.
Lost Shipments
If your shipment is confirmed lost during transit by the shipping carrier, we will work with you to provide an appropriate solution.
Refunds
Once we receive and inspect your returned item, we will notify you of the outcome.
If your refund is approved, it will be issued to your original payment method within 10 business days.
Please note that your bank or payment provider may require additional time to process and post the refund to your account.
Contact
If you have any questions regarding this Refund Policy, please contact us through our Contact page.
For return or cancellation requests, please use Manage Your Order from the footer of our website.