Tokyo Matcha aims for every customer to be satisfied. If for any reason you are not completely satisfied with your purchase, you may return the product under the following conditions.
Return Period
You may return products within 14 days of receipt without explanation, in accordance with consumer protection laws.
Return Conditions
Returned products must meet the following conditions:
- Unopened condition: Matcha products are food items, so we can only accept unopened products in their original packaging.
- Original packaging: The product must be in its original, undamaged packaging.
- Original condition: The product must not show any signs of use.
- Accessories: All accessories and documentation must be included.
How to return a product?
- Notify us: Contact us and provide your order number and the reason for the return.
- Confirmation: We will confirm your return request and provide you with the necessary information.
- Packaging: Securely package the product in its original packaging.
- Return: Send the product back to the provided address.
Important: The cost of return shipping is borne by the customer, unless the product is faulty or an incorrect shipment occurred.
Refund
After the product is received and inspected, we will refund the purchase price to the original payment method within 5-10 business days.
The refund includes:
- The purchase price of the product
- The original shipping cost (if the product was faulty or incorrect)
The refund does not include:
- The cost of return shipping (except in case of a faulty product)
Exchange
If you wish to exchange the product (e.g., for a different size, different type), please return the original product according to the procedure above and place a new order for the desired product.
Faulty or damaged product
If you received a faulty or damaged product:
- Report immediately: Contact us within 48 hours of receipt.
- Photos: Take photos of the damaged product and packaging.
- Resolution: We will provide a free exchange or a full refund, including shipping costs.
Non-returnable products
We cannot accept returns in the following cases:
- Opened, used food products (for health and hygiene reasons)
- Products returned after the 14-day deadline
- Products with damaged or incomplete packaging (unless the damage occurred during shipping)
Right of withdrawal
In accordance with consumer protection law, you have the right to withdraw from the contract without explanation within 14 days. You can exercise your right of withdrawal via the contact form or by email.
Questions?
If you have any questions about returns or refunds, contact us and we will be happy to help!
Last updated: February 2026
