Refund policy
In short
We sell tea, which is a food product. For food safety reasons we cannot accept returns or exchanges for change of mind. If anything arrives damaged, defective, incorrect or short, we will replace it or refund it in full — and you do not need to send anything back to Japan.
Change-of-mind returns and exchanges
Not accepted, for opened or unopened items alike. Once tea has left our facility we cannot verify how it has been stored, and we will not resell it.
If you are unsure about a tea, order a sample first. There is no minimum order, and our DHL rate is flat up to 2 kg, so roughly fifteen 100 g pouches ship for the same freight cost as one. Ordering several grades together to compare them costs you nothing extra in shipping.
Damaged, defective, incorrect or missing items
We will put it right. Email contact@kaneka-kitagawa-tea.co.jp within 7 days of delivery with:
- your order number
- a photograph of the item and of the outer carton
- a short description of the problem
Once we have confirmed the problem, we will either ship a replacement at our own cost or refund you in full, whichever you prefer. You do not need to return the item. Please keep it until the matter is closed, in case the carrier needs to inspect it for a damage claim.
Refunds
Approved refunds are issued to the original payment method. We process them within 5 business days of approval. Your bank or card issuer may take a further 5 to 10 business days to show the credit. Where a full order is refunded, the original shipping charge is refunded with it.
Cancelling an order
An order can be cancelled for a full refund at any time before dispatch — email us and we will confirm. Once a shipment has been handed to DHL or to a domestic carrier it can no longer be cancelled.
Made-to-order, OEM and ODM
Custom blends, custom packaging, filling and printing work, and any other made-to-order production cannot be returned or refunded once production has begun, because the goods cannot be resold. Specifications are agreed in writing before production starts, and we will of course replace anything that does not meet the agreed specification.
Shelf life
Best-before periods, from date of manufacture: matcha 360 days, leaf tea 365 days, powdered tea 180 days. We do not ship stock that is close to its best-before date. If an item reaches you with an unexpectedly short remaining shelf life, contact us and we will replace it.
International orders: customs, duties and refused deliveries
Customs duties, import taxes and clearance fees in the destination country are payable by the recipient. They are not included in the product price or the shipping cost.
If a parcel is returned to us because duties were not paid, because the recipient could not be contacted, or because the address given was incorrect, we will refund the value of the goods once they are back with us and confirmed to be in resalable condition. The original shipping cost, and any return freight or storage fee charged by the carrier, are not refundable.
If a parcel is detained or destroyed by customs because the product is restricted in the destination country, we are not able to refund it. Tea and powdered food products are restricted in some markets. If you are unsure, please check with your local customs authority before ordering, or ask us and we will share what we know about your destination.
Contact
Kaneka Kitagawa Tea Co., Ltd.
1377-16 Kanaya Nikenya, Shimada, Shizuoka 428-0033, Japan
Email: contact@kaneka-kitagawa-tea.co.jp
Tel: +81 547-46-3077 (Mon–Fri, 9:00–17:00 JST, excluding Japanese public holidays)