Refund policy

Thank you for choosing KEKKAI MATCHA. Because our products are food items intended for personal consumption, this policy is more restrictive than for non-perishable goods. Please read it carefully before placing your order.

Scope. This policy applies to purchases made directly through kekkaimatcha.com. For purchases made through third-party platforms (such as Whatnot), the respective platform's return and refund rules apply in place of this policy.

1. General Policy: No Returns for Change of Mind

KEKKAI MATCHA is a sealed, perishable food product. To protect the quality and safety of all customers, we do not accept returns or exchanges for reasons of change of mind, ordering errors, taste preference, or any other cause unrelated to product defect or shipping damage. This applies regardless of whether the product has been opened.

Once an order has been shipped, customer-convenience cancellations are not accepted.

2. Defective, Damaged, or Incorrect Items

If your order arrives in any of the following conditions, we will provide a full refund or free replacement, at your choice:

• The outer shipping carton is severely damaged and the contents are compromised
• The product packaging (tin, pouch, or gift box) is damaged, dented, or leaking
• The wrong product was sent (different grade, weight, or item)
• The product shows evidence of contamination, foreign objects, or other quality defects
• The product is past its best-before date upon arrival

How to report

Within 14 days of delivery, email support@kekkaimatcha.com with:

1. Your order number
2. A clear photograph (or short video) showing the issue
3. A brief description of the problem

We will respond within 2 business days.

Return shipment is not required

For all defect, damage, and shipping-error cases, we do not ask you to return the product. Once we confirm the issue from your photograph, we will arrange a refund or replacement directly. This is faster for you and aligned with food safety practice — returned food products cannot be redistributed.

Resolution timing

• Refunds: Issued to the original payment method within 5–10 business days after we confirm the issue. Your card issuer or payment provider may take additional time to post the credit to your statement.
• Replacements: Shipped within 3 business days of confirmation, using the same shipping method as your original order, at no additional cost to you.

3. Order Cancellation Before Shipment

If you wish to cancel an order before it has been shipped, please contact support@kekkaimatcha.com as soon as possible. Because we process and dispatch orders quickly, your cancellation request must reach us before the shipment leaves our facility.

Order cancellations due to customer convenience are subject to a non-refundable payment processing fee of 3.5% of the order value. This fee covers financial service charges that are not returned to us upon refund.

Once your order has been shipped, customer-convenience cancellations are no longer accepted. Refunds after shipping are available only in the cases described in Section 2.

4. Standing Order (Subscription)

You may change the delivery date, pause, or cancel your Standing Order at any time from your account. There is no fee and no minimum commitment. Cancelling is as simple as signing up, and takes effect immediately for any order that has not yet been processed.

We send a reminder email five days before each shipment. If you wish to skip, reschedule, or cancel a delivery, please do so before the payment date shown in that email.

Once a Standing Order has been processed and shipped, it is subject to the same terms as any other order under this policy.

5. Damage or Loss During Customs Inspection

We ship all international orders via Japan Post EMS with full tracking. In rare cases, customs authorities in the destination country may open, inspect, or detain parcels. If your shipment is damaged as a result of customs inspection, or is held by customs and ultimately returned to us, please contact support@kekkaimatcha.com and we will work with you to find an appropriate resolution, which may include reshipment (at customer cost), partial refund (net of shipping fees actually incurred), or other case-by-case arrangements.

Singapore customers. Under Singapore Food Agency rules for personal consumption imports, orders are limited to S$100 in product value (excluding shipping) and 5 kg in total weight. Orders exceeding these limits may be detained at customs and require the recipient to apply for an import permit. Please keep your order within these limits. We cannot refund shipping costs for parcels detained for this reason.

6. Unauthorised Returns

Please do not ship items back to us without prior approval. Unsolicited returns may be refused at the carrier's point of delivery.

7. Contact

For any return, refund, or cancellation inquiry, please contact:

KEKKAI MATCHA
1-10-7-101 Taihei, Sumida-ku, Tokyo 130-0012, Japan
Email: support@kekkaimatcha.com
Phone: +81 3-6821-9306