Refund policy

Tea characteristics

Shipping & returns

Contact us

Food products: returns and exchanges
are generally not accepted.

This includes unopened items. Returns, exchanges, and refunds for a change of mind are generally not accepted. If there is an issue, contact us before sending anything back.

Missing items, damage, and quality concerns

For missing quantities, torn bags, spilled powder, suspected non-tea foreign material, or a clear discrepancy from the product description, contact us preferably within 7 days of delivery with your order number, photos, and batch number. Stop using the affected product and keep it, the carton, and packing materials.

We will review the details and explain the appropriate solution. If a product or fulfillment error on our side is confirmed, we cover the necessary costs of resolving it.

Shipping and carrier returns

Unless separately agreed, customers are responsible for import procedures, duties and related charges, and local receipt arrangements. Monitor tracking even if no notification arrives. For a hold or non-delivery, contact the local carrier and us.

If a parcel is returned due to an address issue, an expired holding period, delivery refusal, or incomplete customs procedures, we will check the reason and condition.
Customer-side circumstances: Original shipping is generally non-refundable. Actual return shipping and reshipping costs are generally the customer’s responsibility.
Our fulfillment error: We cover necessary return shipping and reshipping costs.

Unclear return reasons will be checked with the carrier. Costs and reshipment eligibility will be explained in advance. See our Shipping Policy for further details.

Leaf veins

Small amounts of leaf veins from the original tea leaves may remain. Material confirmed to be tea-leaf veins is distinguished from foreign material introduced from outside the tea. Its presence alone generally does not qualify for a return, exchange, or refund. If you cannot identify the material, contact us with photos and the batch number.

Order the same product as your sample with confidence

Our samples and 1kg packs contain the same product. Your 1kg order will contain the same product you selected through your sample.

We value lasting relationships built on confident, repeat purchases. After trying our samples, you can place your order with confidence.

Matcha is an agricultural product. Just as a wine from the same label can vary by vintage, matcha can naturally differ in color, aroma, flavor, fineness, and mouthfeel due to harvest year, batch, and differences in leaf thickness and maturity. These differences are natural characteristics within the same product. Even the same batch is not completely uniform. Natural variations alone do not qualify for returns, exchanges, or refunds.

Refunds are discussed individually

Refund eligibility, amount, and method will be discussed individually after reviewing the circumstances. A returned parcel does not automatically result in a refund.

The 7-day period is a reporting guideline. Statutory rights and previously agreed individual resolutions are not limited by this policy.