Refund policy

Returns

 

Due to the perishable nature of our products, our return policy is as follows:

• Perishable Items (e.g., Matcha, Hojicha Powder, Leaf Teas)

• Opened products: We cannot accept returns unless the product is damaged, defective, or incorrect.

• Unopened products: Returns are accepted within 14 days of receipt, provided the item is unused and in its original sealed packaging.

• Non-Perishable Items (e.g., Accessories)

• Eligible for return within 30 days of receipt, provided the item is unused, in its original packaging, and includes proof of purchase.

• Damaged or Incorrect Items

Please inspect your order upon receipt. If an item is damaged, defective, or incorrect, contact us within 7 days at info@matsu-cha.com, and we will offer a replacement or refund promptly.

 

How to Start a Return

To initiate a return, please email info@matsu-cha.com with:

• Your order number

• Details of the item(s) you wish to return

• The reason for the return

If your return is accepted, we’ll provide instructions on how and where to send your package. Please note that items sent back without prior approval will not be accepted.

Returns should be sent to:

Postbus 87091, 1080JB, Amsterdam, The Netherlands

Refunds

 

• Refund Processing

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within 10 business days.

• Return Shipping Costs

• If the return is due to an error on our part (e.g., damaged or incorrect items), we will cover the return shipping costs.

• For returns due to a change of mind, the customer is responsible for return shipping, and a restocking fee may apply.

If more than 15 business days have passed since your refund approval, please contact us at info@matsu-cha.com.

 

Exceptions & Non-Returnable Items

Please note the following exceptions:

• Perishable goods (matcha, hojicha, and other teas) cannot be returned once opened.

• Custom orders or personalized items are non-returnable.

• Sale items and gift cards are final sale and cannot be refunded or exchanged.

If you have concerns about a specific item, feel free to contact us at info@matsu-cha.com.

 

EU 14-Day Cooling-Off Period

If your order is shipped within the European Union, you have the right to cancel or return it within 14 days of receipt, for any reason and without justification. To qualify, the item must be unused, in its original packaging, and accompanied by proof of purchase.

Need Help?

For any questions or concerns regarding your order, please don’t hesitate to contact us at info@matsu-cha.com. We’re here to help!