Refund policy
Refund & Return Policy
At Chotto Matcha, we take great pride in carefully sourcing and packaging our products from Japan. We hope you love every order you receive.
Food & Beverage Products
Due to the nature of our products, all matcha, tea, food, and other consumable items are final sale and cannot be returned or exchanged once shipped.
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery at hello@chottomatcha.net with your order number and clear photos of the item and packaging. We will review your request and, if approved, provide a replacement or refund at no additional cost.
Non-Food Products
Accessories such as tea bowls, whisks, and other merchandise may be returned within 14 days of delivery, provided they are:
- Unused and in their original condition
- Returned in their original packaging
- Accompanied by proof of purchase
Customers are responsible for all return shipping costs. Original shipping charges are non-refundable.
International Orders
For international orders, customers are responsible for any customs duties, import taxes, or other fees required by their country.
We are unable to refund:
- Original shipping charges
- Customs duties or import taxes
- Return shipping costs
- Orders refused by customs or refused upon delivery
Damaged or Incorrect Orders
If your package arrives damaged or you receive an incorrect item, please contact us within 48 hours of delivery with:
- Your order number
- Photos of the product
- Photos of the shipping box and packaging
- A brief description of the issue
We’ll work with you to resolve the problem as quickly as possible.
Contact Us
If you have any questions regarding your order, please contact us at:
Email: hello@chottomatcha.net