Refund policy
Return & Refund Policy
At Zenkyu Matcha, we take pride in delivering the highest quality matcha and handcrafted tools. Each item is carefully selected and packed with the intention of creating a mindful moment in your day. That said, we understand that issues may arise, and we are here to help.
Returns Overview
We accept returns only under specific conditions, as outlined below. Due to the nature of our products and international shipping, we appreciate your understanding.
Matcha and Other Edible Products
-
All edible products (including matcha) are non-returnable once opened, due to food safety and hygiene regulations.
-
Unopened items are not eligible for return, unless otherwise required by local consumer protection laws (see "EU Customers" section below).
Tea Tools (Bowls, Whisks, Accessories)
-
We accept returns of tea tools within 7 days of delivery, as long as they are in the same condition that you received them: unworn or unused, with tags, in their original packaging, and accompanied by proof of purchase.
-
Return shipping costs, customs duties, and any applicable handling fees are the responsibility of the customer.
To request a return, please email us at contact@zenkyumatcha.com with your order number and reason for return. Once approved, we will provide return instructions.
Other Non-Returnable Items
-
Sale items
-
Gift cards
-
Custom or personalized products
-
Any returned items sent without prior approval
Damaged or Incorrect Items
Please inspect your order upon delivery and contact us immediately if any item is defective, damaged, or incorrect, so that we can evaluate the issue and make it right.
Return Refusals (Customs Duties/Taxes)
If a customer refuses to pay import duties or taxes and the shipment is returned to us, we cannot issue a refund. Please review your country’s import rules before placing an order.
EU Customers – 14-Day Right of Withdrawal
If you reside in the European Union, you have the legal right to cancel or return your order within 14 days of delivery, for any reason.
-
This applies only to unused and unopened items.
-
Matcha and other edible products that have been opened are not eligible for return.
-
Return shipping, as well as any applicable customs duties or fees, is the responsibility of the customer unless the item is defective.
Refunds
Once we receive and inspect your return, we’ll notify you of the outcome. If approved, we will process a refund to your original payment method within 10 business days.
Please note that bank processing times may vary.
If you haven’t received your refund within 15 business days after approval, contact us at contact@zenkyumatcha.com.