Return & Refund Policy

Tea products (matcha / hojicha)

All tea sales are final. We do not accept returns or exchanges for non-defective tea products, as tea products are perishable.

If your order arrives damaged, defective, or incorrect, please contact us within 72 hours of delivery and we will make it right.

Utensils / accessories

We do not accept returns or exchanges for non-defective utensils or accessories.

Please note that ceramics and handmade items may vary slightly in size, shape, color, and finish from product photos. These natural variations are not considered defects.

Damaged, defective, or incorrect items

If your item arrives damaged, defective, or incorrect, please email us within 72 hours of delivery at matcha.ootaya@gmail.com with:

your order number
a description of the issue
clear photos of the item and packaging

Please keep all packaging materials until the case is resolved.　

After review, we may offer a replacement or a refund, depending on the situation.

A return may not be required in all cases. If we ask you to return the item, we will provide instructions by email. If a return is required for a damaged, defective, or incorrect item, return shipping costs will be covered by us.

Refund processing

If a refund is approved, it will be issued to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your payment provider.