Refund policy

Introduction

Our goal is to satisfy our customers by providing high-quality Products.
However, if a Product has a defect, we will respond according to the following return and exchange policies.

Conditions covering the return or exchange of Products

1. The Products covered
- These policies apply to all Products (foodstuff such as matcha powder, new utensils such as tea whisks (chasen), old utensils such as tea cups, etc.) provided by the Company.

2. Reasons for return or exchange
- Products arrive defective or damaged
- The Product you have received is different from the item that you ordered

3. Return and exchange time limit
- Please notify us of your desire to return or exchange the Product within 5 days after it is delivered to you.

Return and exchange formalities

1. Contact method
- Please contact MATCHA GARDEN customer support (smple@example.com). if you would like to return the Product or to exchange it for another.
- Please include your order number, the reason for the request for return or exchange, and a photo of the Product.
- If the return process is not conducted in accordance with instructions you receive from Customer Support, i.e. if you send an item back without prior contact, we will not be able to respond in any way.

2. Return method
- Please follow the instructions you receive from Customer Support when you return the Product.
"- Please use the original packaging materials when return the Product.
If you do not have the original packaging, be sure to pack the item or items properly, so that the Product is not subject to damage."

3. Delivery fee
- We will cover the costs of return shipping if the Product is defective or if you receive a Product that is different from what you ordered.

Refund and exchange procedures

1. Refund procedures
- Once we receive the item you returned, we will check its condition. If we consider that a refund is warranted, we will initiate the refund process within 7 business days.
- Refunds will be made according to the payment method used at the time of purchase.

2. Exchange procedures
- If the Product you wish to exchange is in stock, we will ship a replacement Product within 7 business days.
- If the Product you want to exchange is out of stock, we will issue a refund.

Exceptions

1. Non-returnable Products
- Opened matcha powder packages (for health and hygiene reasons)
- Used or damaged ceramics, tea whisks (chasen), tea containers (natsume)
- Special order or on-sale Products
- Return or exchanges requested by the customer but not approved by our Customer Service department.

2. Liability for damages
"- We are not responsible for any damage caused during the return of the Product.
We recommend using a traceable shipping method to return an item."

 

Inquiries

Please contact us using the information below concerning inquiry about a return or exchange:

Shoeido Co., Ltd.
605-0853 87 Hoshinocho, Higashiyama-ku, Kyoto City
shop@matchagdn.com
075-286-4420