Refund policy

Refund & Return Policy (International Orders)

Please contact us within 14 days after the final item has been delivered.

To request a return or refund, please email us at info@matchajp.net with your order number, reason for request, and clear photos if applicable.

EU Right of Withdrawal

For eligible orders shipped to the European Union, customers may request cancellation/withdrawal within 14 days after the final item has been delivered.

After your return request is accepted, the item must be returned within 14 days. Refunds will be processed within 14 days after we receive the returned item, or after you provide valid proof of return shipment.

Return Shipping, Customs Duties & Fees

  • Return shipping costs are the customer’s responsibility.
  • Customs duties, import taxes, brokerage fees, handling fees, and any other customs-related charges are the customer’s responsibility and are non-refundable.
  • If a parcel is refused, unclaimed, or returned due to unpaid customs duties or taxes, refunds cannot be issued for shipping fees, customs fees, or any related charges.

Food & Hygiene Products

Matcha, hojicha powder, tea, sweets, and other food-related products are considered food and hygiene-sensitive items.

  • Opened food products cannot be returned or refunded under any circumstances.
  • Products with a short remaining shelf life or products close to their expiration/best-before date cannot be returned or refunded.
  • For hygiene and food safety reasons, we cannot accept returns of opened matcha, tea powder, tea leaves, sweets, or similar products.

Refunds are available in the following cases:

  • Item lost by the shipping carrier
  • Wrong item delivered
  • Item arrived severely damaged and unusable

We may ask for photos, videos, carrier documents, or other proof before approving a refund.

Refunds cannot be issued in the following cases:

  • If you simply do not like the taste, aroma, bitterness, sweetness, color, texture, or flavor profile of the product.
  • If the product quality does not meet your personal expectations or preference.
  • If a food product has been opened.
  • If the product is close to its expiration/best-before date.
  • Delays caused by international shipping or customs clearance.
    International shipping may be delayed due to transit conditions, customs inspections, weather, holidays, or local delivery issues.
  • If you refuse or fail to pay customs duties, import taxes, brokerage fees, or handling fees.
  • Minor scratches, dents, or cosmetic damage to outer packaging, tins, or boxes.
    Small cosmetic damage caused during international transit does not qualify for a refund if the contents remain safe and usable.
  • Theft after delivery.
    Once the carrier confirms delivery, we cannot take responsibility for stolen parcels. Please contact the carrier or local police if theft occurs.
  • Incorrect or incomplete shipping address provided by the customer.

⚠️ Please note: Excessive refund requests, false claims, or refund requests without valid reasons may be handled by our legal partner.

This policy is provided in addition to your statutory rights. Nothing in this policy is intended to limit rights that cannot be excluded under applicable law.