Returns & Refunds

All products are packed and sealed in Japan and dispatched directly to the customer. As matcha is a food product, returns and exchanges are not accepted for change of mind, including personal taste.

A replacement or refund will be provided where:

• a tin is received damaged, including where the seal has been compromised or the inner seal is broken; or
• an incorrect item is received, or an item is missing from the order.

Claims must be submitted to hello@whiskmatcha.jp within 7 days of delivery and must include the order number, photographs of the outer packaging and the tin, and a description of the issue. Claims will be responded to within 2 business days. Approved refunds are issued to the original payment method. The return of goods is not required.

All orders are dispatched with tracking. Lost or delayed parcels should be reported to us for investigation. The customer is responsible for providing a correct shipping address; refunds are not issued for parcels returned due to an incorrect or incomplete address.

Import duties and local taxes collected on delivery are the responsibility of the recipient. Refunds are not issued for parcels that are refused at delivery or left unclaimed.

Orders may be cancelled for a full refund prior to dispatch. Orders cannot be cancelled once dispatched.

Nothing in this policy affects any rights the customer may have under applicable consumer protection law.