REFUND POLICY

Our refund and return policy defines the conditions, timelines, and procedures for returns, exchanges, and refund requests for all matcha powder, accessory, and gift purchases made through our Jade Leaf Matcha online shop. Because matcha is a consumable food‑grade product, special conditions apply for opened merchandise to uphold food‑safety standards for all our customers.

eligible return window

All return requests must be submitted to our customer service team within 30 calendar days counted from the original delivery date shown on your shipping tracking record. Requests sent past this 30‑day post‑delivery window will not qualify for return, exchange, or monetary refund consideration. We strongly advise inspecting your goods right when your package arrives so you can raise any issues well within our allowed time frame.

condition requirements for returns

Unopened, factory‑sealed matcha merchandise in original resalable condition qualifies for return consideration. Once matcha powder tins or stick‑pack boxes have been opened, unsealed, or partially consumed, they cannot be physically returned back to our warehouse due to food‑safety regulations. Opened consumable items will only be considered for resolution in cases where you received proven defective, contaminated, or incorrect products, requiring photo evidence submission for review. Non‑food matcha accessories like bamboo whisks, scoops and storage tins can be returned unopened or unused within our standard time window.

initiating a return process

You cannot send goods back to our facility without prior authorization from our support team. First, submit a request through our website contact form with your order number and clear explanation for your return request. If your case relates to damaged or wrong‑item delivery, attach clear supporting photos. Our staff will evaluate your submission and send you official return instructions including designated return mailing address. Sending packages back without prior approval will result in your returned parcel being refused and no refund being issued.

customer responsibility for return shipping

Return shipping costs for sending items back to our facility are the responsibility of the customer, except for situations where we shipped incorrect items or sent proven damaged merchandise. Original outbound shipping charges paid for your initial order are non‑refundable. We recommend using a trackable shipping service when mailing returned goods, as we cannot take responsibility for return parcels lost in transit to our returns location.

refund processing timelines

Once our warehouse receives and inspects your authorized returned items, we will begin processing your refund. Please allow 5‑10 business days for refunds to reflect inside your original payment account after our approval. The exact timing for funds to show up varies depending on your bank or card‑issuer internal processing schedules. Refunds will always go back to the exact same payment method you used to complete checkout.

sale‑item return notes

Goods purchased during seasonal sale events including our summer carnival promotion follow exactly the same return‑policy rules as regularly‑priced inventory. Discounted sale products are not automatically final‑sale unless explicitly marked “final sale” on the individual product page at time of adding to cart.

exchanges instead of refunds

If you prefer product exchange over receiving money back, note your preference in your initial contact‑form submission. Exchanges are subject to current stock availability of your requested replacement items. If your desired replacement product is out‑of‑stock, we will default to issuing a full monetary refund for your eligible returned goods.

cases we cannot approve refunds

We cannot grant refunds for matcha flavor preference, changes of mind after opening consumable food products, delays caused by international customs agencies, or delivery delays stemming from local courier operations outside our direct control. Every request gets reviewed fairly, but final decisions follow strictly the rules written within this official policy document.

special notes for international shoppers

Global customers are still covered under our 30‑day return request window. Be mindful international return mail can require extended transit times, so submit your support request promptly upon receiving your order to avoid missing the eligibility cutoff date.