Refund policy

Return & Refund Policy

At Hatsu Matcha, we take great care to ensure every order is carefully packed and delivered in excellent condition. As our products are consumable food items, we maintain the following return and refund policy to ensure product quality and food safety.

Matcha & Hojicha Powder

Due to food safety and hygiene regulations, we are unable to accept returns or exchanges for any opened or used matcha or hojicha products.

Returns or refunds will only be considered if:

  • You received the wrong item.
  • The product is defective upon arrival (please Damaged, Lost or Incorrect Orders below)
  • The product is significantly different from what was ordered.

Damaged, Lost or Incorrect Orders

Please inspect your order upon delivery.

If you believe your parcel was damaged during transit, you must notify us within 48 hours of receiving your order and provide:

  • Your order number
  • Clear photographs of the outer shipping box
  • Clear photographs of the damaged product(s)
  • Photographs of the shipping label (if applicable)

We will review each claim individually. If the damage is verified, we will, at our sole discretion, provide a replacement or another appropriate resolution.

Claims submitted without sufficient photographic evidence or outside the stated timeframe may not be eligible for replacement or compensation.

Tea Accessories & Gift Sets

Unused tea accessories and gift sets may be returned within 7 days of delivery, provided they:

  • Are unused and in their original condition.
  • Are returned in their original packaging.
  • Show no signs of wear, damage, or misuse.

Customers are responsible for return shipping costs unless the item received was incorrect or defective.

Non-Returnable Items

For hygiene and food safety reasons, we cannot accept returns for:

  • Opened or used matcha or hojicha powder
  • Products damaged through misuse or improper storage
  • Sale or clearance items (unless faulty)

Refund Processing

Any approved refunds will be processed to the original payment method.

Please allow 5–10 business days for the refund to appear, depending on your payment provider.

Order Cancellations

Processed orders cannot be cancelled.

Contact Us

If you have any questions regarding your order, please contact us at:

Email: hello.hatsumatcha@gmail.com

We aim to respond to all enquiries within 1-2 business days.