Refund policy

Refunds & Returns

Because matcha is a food product, we are unable to accept returns or refunds for opened items due to safety and quality reasons.

However, we want you to have the best experience possible.

We will replace or refund orders if:

• You received the wrong item,
• Your order arrived damaged,
• The parcel is officially declared lost by the courier after investigation
• There is a clear issue with the product’s condition upon arrival. To request a replacement or refund, please contact us at kumasmatcha.ph@gmail.com within 7 days of receiving your order. Please include photos of the item and packaging so we can assist quickly.

Non-returnable items:

• Opened or used matcha
• Items damaged due to customer mishandling
• Items returned without contacting us first

For any claims regarding product quality or foreign objects, we kindly ask that you provide a video of the tin being opened for the first time. This helps us assess the issue accurately and ensure a swift resolution.

Cancellations
Orders may be canceled within 12 hours of placing the order, as long as the item has not yet been shipped.

We aim to resolve all issues as quickly and fairly as possible.