Refund policy

 

MATCHA MIYAKO

Return & Refund Policy

Thank you for shopping with Matcha Miyako. Because we ship fresh, delicate tea products directly from Kyoto, Japan, we maintain specific guidelines regarding returns and refunds.

1. Return Policy

Failed Delivery & Unclaimed Packages

Packages are typically returned to Japan if the shipping address was incorrect, the carrier could not reach you, or the package was left unclaimed at a local pickup point.

·        Reshipping: We can reship your order for a new shipping fee. We will send you a secure payment link to settle the charge.

·        Partial Refund: If you prefer to cancel instead, we can refund the product amount minus the original shipping fee. Please note that we only refund non-food products (such as bowls or utensils). Fresh matcha and tea products cannot be resold due to strict quality controls and are non-refundable.

Unpaid Customs Fees

Important: If a package is returned because a customer refuses to pay local import taxes or customs duties, no refund will be issued.

Damaged or Incorrect Items

While these situations are extremely rare, we are here to support you. If you receive an item that is damaged, defective, or not as described, please follow these steps:

1.  Take clear photos of the product and its packaging.

2.  Email the photos immediately to: support@matchamiyako.com

Once confirmed, we will issue a refund for the item or ship a replacement free of charge, subject to stock availability.

Changing Your Mind (Voluntary Returns)

You have the right to request a return or exchange under the following conditions:

·        Non-Food Items Only: This applies strictly to non-food products (utensils, bowls). Tea, matcha, and sweets cannot be returned.

·        Time Limit: You must contact us within 7 days of receiving your package.

·        Prior Notification: You must notify us before shipping anything back. Unannounced returns will not be accepted.

·        Return Costs: Return shipping fees are the sole responsibility of the buyer. Original shipping fees are non-refundable.

·        Processing: Once we receive the item in its original, undamaged condition, your refund will be processed within a few business days.

EU right of withdrawal (EU Customers Only)

If you reside within the European Union, you have the right under EU consumer law to cancel your purchase within 14 days of receiving your goods, without giving a reason.

·        Food Product Exceptions: Under EU law, this right does not apply to fresh tea, matcha, or perishable items for health and hygiene reasons. These items remain non-refundable.

·        Eligible Non-Food Items: This cooling-off period applies strictly to unused, non-perishable products (such as bowls and utensils) in their original packaging.

·        Return Conditions: The customer is responsible for return shipping costs, and the original shipping fee is non-refundable.

2. Refund Policy

Once a refund is approved, please allow standard bank processing time for the amount to reflect in your account. Refunds are available under the following circumstances:

·        Cancellations Before Shipment: If you wish to cancel, please notify us as soon as possible with the reason. If your order has not been packed or processed yet, we will issue a full refund. Once the package enters the shipping process, it cannot be canceled.

·        Failed Deliveries: For packages returned to Japan due to delivery address errors or missed attempts, if you choose a partial refund instead of reshipping (applies to non-food items only, minus original shipping fees).

·        Eligible Returns: For approved non-food items returned by the customer within our 7-day window.

·        Product Issues: For confirmed cases of damaged or incorrect items.