Refund policy

Return & Refund Policy

At Hoshicha, we are committed to providing you with the finest luxury Japanese matcha and a seamless shopping experience. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.

Return Window

  • We accept returns and refund requests within 30 days of the customer receiving their order.

Eligibility for Returns & Refunds

To be eligible for a return and refund:

  • The matcha powder packaging must be sealed and unopened. We cannot accept returns or refunds for products that have been opened, used, or where the seal has been broken, due to food safety regulations and quality assurance.

  • The item must be in its original packaging and in the same condition as received.

How to Initiate a Return

To request a return or refund, please follow these steps:

  1. Contact Us at contact@hoshicha.co within 30 days of receiving your order.

  2. Provide your order number, the item(s) you wish to return, and the reason for the return.

  3. Our team will review your request and provide you with return instructions, including the return shipping address and prepaid return label, so you don't have to pay for return shipping.

Return Shipping

  • Please use our prepaid return label to either schedule a courier pickup or drop off your package at any local courier office. Once you have the tracking number, email it to your assigned customer service representative.

Refund Process

  • Once we receive and inspect your returned item(s), we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed to your original payment method within 5-10 business days of receiving the returned item(s).

Exceptions

  • Returns and refunds are not accepted for opened or unsealed matcha products.

  • Items damaged due to misuse, or not in their original condition, are not eligible for a refund.

Damaged or Incorrect Items

If you receive a product that is defective, damaged, or incorrect, please contact us immediately at contact@hoshicha.co with your order number and photos of the issue. We will work with you to resolve the problem as quickly as possible.

For any further questions about our Return & Refund Policy, please contact us at contact@hoshicha.co.

Thank you for choosing Hoshicha.