返金ポリシー

Return & Refund Policy

We want you to be satisfied with your purchase from Matcha Japan. Please read the following policy before placing your order.

Food Products

For food safety and hygiene reasons, matcha, tea, and other food products cannot be returned or exchanged due to a change of mind once they have been shipped.

However, if you receive an incorrect product, a damaged product, or an item with a problem that existed at the time of delivery, please contact us as soon as possible.

Tea Ware and Other Non-Food Items

If tea ware or another non-food item arrives damaged, defective, or different from what you ordered, please contact us as soon as possible after delivery.

Please provide your order number and photographs clearly showing the item, packaging, and any damage.

We will review the situation and, where appropriate, arrange a replacement, refund, or other suitable solution.

Damage During Shipping

We carefully inspect and pack all products before shipment.

If your order is damaged during transportation, please keep the product and all original packaging and contact us as soon as possible. Photographs of the outer packaging, inner packaging, shipping label, and damaged item may be required for a shipping claim.

Please do not discard the packaging until the matter has been resolved.

Change of Mind

We generally do not accept returns or exchanges for international orders due to a change of mind, personal preference, or ordering the wrong item.

Please review the product description and your order carefully before completing your purchase.

Customs and Unclaimed Packages

Refunds will not normally be provided when a package is refused, left unclaimed, or returned because the customer did not pay applicable customs duties, import taxes, or other charges required by the destination country.

If a package is returned to us, any refund or reshipment will be considered after the package has been received and inspected. Additional shipping costs may apply.

Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

We may be able to cancel an order before it has been prepared or shipped. Once an order has been shipped, cancellation is no longer possible.

Refunds

When a refund is approved, it will be issued to the original payment method. Processing times may vary depending on the payment provider or financial institution.

Contact Us

If there is a problem with your order, please contact us with your order number and relevant photographs. We will review each case carefully and work with you toward an appropriate solution.