Effective Date: 12/18/2025
At Shizura Matcha, we want you to be completely satisfied with your purchase. Please read our refund and return policy carefully to understand your rights and responsibilities.
1. Return Period
We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return, subject to the exceptions listed below.
Important Exceptions:
- This policy does not apply to food or other perishable goods.
- We cannot accept returns for items shipped outside of the USA.
2. Conditions for Returns
To be eligible for a return, your item must:
- Be in the same condition as received, unworn or unused.
- Include original tags and packaging.
- Be accompanied by the receipt or proof of purchase.
Items that do not meet these requirements may not be accepted for return.
3. How to Start a Return
To initiate a return, contact us at:
hello@shizuramatcha.com
If your return is approved, we will provide:
- A return shipping label
- Instructions on how and where to send your package
Important: Items sent back without prior authorization will not be accepted. Shipping costs (both delivery and return) and the cost of any perishable goods will be deducted from your refund.
For any questions regarding returns, please contact us at thatonematchacompany@gmail.com.
4. Damages and Issues
Please inspect your order upon arrival. If your item is:
- Defective
- Damaged
- Incorrect
…contact us immediately so we can resolve the issue promptly.
5. Non-Returnable Items
Certain items cannot be returned, including but not limited to:
- Perishable goods (food, flowers, plants)
- Custom or personalized products
- Personal care items (beauty products)
- Hazardous materials, flammable liquids, or gases
- Sale items or gift cards
If you are unsure whether an item is eligible for return, please contact us before sending it back.
6. Exchanges
To exchange an item, the fastest method is to:
- Return the original item following our return procedure
- Make a separate purchase for the new item
7. European Union 14-Day Cooling-Off Period
For orders shipped within the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification.
Returned items must:
- Be in the same condition as received, unworn or unused
- Include original tags and packaging
- Be accompanied by the receipt or proof of purchase
Note: This does not apply to food or perishable goods.
8. Refunds
Once we receive and inspect your return, we will notify you whether your refund is approved.
If approved:
- Refunds will be processed automatically to your original payment method within 10 business days
- Please note that it may take additional time for your bank or credit card company to post the refund
If more than 15 business days have passed since approval and you have not received your refund, contact us at hello@shizuramatcha.com