We at Ujiha take your satisfaction seriously. Our return and refund policies are as follows, designed to make any potential process clear and easy for you.
Changed Your Mind?
We offer a 30-day money-back for change-of-mind. The item must be unused, undamaged, and in original packaging to be eligible.
We value both our matcha and our wonderful customers like you. Our commitment is evident in the meticulous care we provide our precious matcha from the farm to your doorstep, treating it with the same tenderness as a baby. We understand that sometimes, choices might need reconsideration. If you have a change of heart or realize a purchasing mistake, please get in touch with us at your earliest convenience. While our matcha is in your hands, we trust and hope you will cherish and care for it as we do. Thank you for your understanding and support.
The Nitty-Gritty on Returns and Refunds for Matcha Powders
Our matcha powders are delicate, perishable items. Therefore, it’s tricky to offer returns or refunds on them once opened. For non-perishable goods, we may consider offering refunds or exchanges. For us to do so, these items must be unused and returned in their original condition and packaging.
No Refunds? Know Your Rights.
If you have a significant problem with a product, you can opt for a replacement, refund, or hold onto the product and seek compensation for the decrease in value. For minor issues, we’ll sort out a suitable solution or replacement.
However, there are circumstances where we can’t offer a refund or exchange, including if the products are misused, accidentally damaged, have parts missing not due to our fault, used, or have minor imperfections or slight variations in dimension, color, size, taste. And if there’s only damage to the external packaging, we can’t offer a refund or exchange.
Handling Damaged or Faulty Products
We do our best to package your goods carefully, but we can’t control what happens during transit. While we’re not responsible for items lost, stolen, or damaged during delivery, we might offer a replacement or full refund for products that didn’t make it to you, if you can provide proof of non-delivery.
If you’ve received a faulty or damaged product, please send us a clear photo or video demonstrating the issue to hi@ujiha.com within 24 hours of delivery.
The How-Tos of Returns If you’re returning products to Ujiha, here’s what we need from you:
- Provide a receipt or proof of purchase.
- Return the products in the same condition you received them, including original packaging.
- Follow any other instructions we provide for returning the items.
It’s on you to make sure the returned items get back to us safely and in a timely manner. The return costs are also your responsibility. We’d recommend a shipping method with tracking to keep your items secure in transit.
The Deal with Refunds
Once we get your returned items and check them out, we’ll get in touch to let you know if your refund has been approved or denied. If approved, we’ll process your refund within 14 days via your original payment method.
Got Questions? Need more info about the Ujiha Return and Refund Policy? Drop us a line at hi@ujiha.com or our contact form. We’re here to help!