Refund policy

Return and Refund Policy

Last updated: December 02, 2025

Matcha Wholesale Japan ("we," "us," or "our") operates a wholesale platform for authentic Japanese matcha products. This Return and Refund Policy outlines the conditions under which returns, refunds, and cancellations may be processed. Please read this policy carefully before placing an order.

General Policy

Due to the perishable nature of our products and the nature of international wholesale transactions, all sales are generally final. We do not accept returns or offer refunds except in the limited circumstances described below.

Eligible Situations for Refund or Replacement

We will provide a refund or replacement only under the following circumstances:

Damaged Products

If your order arrives damaged due to shipping, you must notify us within 48 hours of delivery. Photograph the damaged items and packaging as delivered, and send the images to info@matcha-wholesale-japan.com. Claims submitted after 48 hours may not be eligible for refund or replacement.

Defective Products

If you receive products that are defective or do not meet our quality standards, please contact us within 7 days of delivery with photos and a description of the issue.

Wrong Items Shipped

If you receive items different from what you ordered, notify us within 7 days of delivery. We will arrange for the correct items to be shipped at our expense.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Opened or unsealed products
  • Products that have been stored improperly after delivery
  • Products damaged due to customer handling or storage
  • Custom or private-label orders
  • Products returned without prior authorization

Pre-Order Items

For pre-order items, please note that fulfillment may take several weeks to up to six months depending on production and procurement schedules. By placing a pre-order, you acknowledge and accept this timeline.

Cancellation of Pre-Orders

  • You may request cancellation of a pre-order before shipment by contacting us at info@matcha-wholesale-japan.com.
  • Once a pre-order has been shipped, it cannot be cancelled.
  • If we are unable to fulfill your pre-order within the estimated timeframe, we will notify you and offer the option to wait for the revised shipping date or receive a full refund.

Order Cancellations

Before Shipment

Orders may be cancelled before shipment. Please contact us immediately at info@matcha-wholesale-japan.com if you wish to cancel an order.

After Shipment

Once an order has been shipped, cancellation is not possible. The order will be treated under the return policy conditions stated above.

Refund Process

If your refund is approved:

  • Refunds will be processed to your original payment method (credit card via Shopify Payments, PayPal, or Payoneer) within 5–10 business days of approval.
  • Please note that it may take additional time for your bank or payment provider to post the refund to your account.

Shipping Costs

  • Original Shipping Costs: Shipping costs are calculated at checkout and paid in full at the time of order. Original shipping costs are non-refundable unless the return is due to our error (wrong item shipped, defective product).
  • Return Shipping Costs: If a return is approved and authorized by us, return shipping costs are the responsibility of the customer unless the return is due to our error.
  • All shipments are made via FedEx using our company account.

Duties, Taxes, and Customs

All orders are shipped under DAP (Delivered at Place) Incoterms. Under DAP terms:

  • We are responsible for arranging transportation and delivering goods to the specified destination.
  • For orders shipped to the United States: We handle FDA food import compliance and customs clearance procedures on behalf of the buyer.
  • For orders shipped to countries other than the United States: The buyer is responsible for arranging customs clearance and any required import procedures.
  • The buyer is responsible for all import duties, taxes, and customs fees at the time of delivery. These charges are collected by FedEx on a recipient-pay basis.

We are not responsible for any customs delays, seizures, or additional charges imposed by customs authorities. Refunds will not be issued for orders delayed or seized by customs, or for any duties and taxes incurred.

How to Request a Refund or Report an Issue

To initiate a return or report a problem with your order:

  1. Email us at info@matcha-wholesale-japan.com within the applicable timeframe.
  2. Include your order number, a description of the issue, and photographs if applicable.
  3. Our team will review your request and respond within 3 business days.

Please do not return any products without first obtaining authorization from us. Unauthorized returns will not be accepted.

Changes to This Policy

We reserve the right to update or modify this Return and Refund Policy at any time. Changes will be posted on this page with an updated "Last updated" date. Please review this policy periodically.

Contact

If you have any questions about this Return and Refund Policy, please contact us:

Email: info@matcha-wholesale-japan.com
Address: 1-35-8 Nihonbashi-kakigaracho, Chuo-ku, Tokyo 103-0014, Japan