HIKIMATCHA is dedicated to providing an unparalleled tea experience while maintaining the highest standards of quality and food safety. Every gram of our matcha is meticulously sourced, handled, and packaged to preserve its absolute purity, freshness, and character. To uphold these rigorous standards, all return and refund requests are subject to the protocols outlined below.

ELIGIBILITY FOR RETURNS

We offer a 14-day return window for items that remain in their original, pristine condition.

To be eligible:

The product must be unopened, unused, and with the original safety seal fully intact.

Perishable goods, including any opened or partially used matcha, are strictly ineligible for return for any reason due to food safety and hygiene regulations.

Promotional selections, discounted items, and digital gift cards are considered final sale and are not eligible for return or reimbursement.

Return privileges are available only for orders within the United States, except as stated under the EU Cooling-Off Period below.

Return shipping costs are the responsibility of the customer, except in cases of fulfillment errors.

To initiate a return, please contact: info@hikimatcha.com

EXCHANGES

To ensure efficiency and quality, HIKIMATCHA does not allow direct product swaps. If your return is eligible and approved, we recommend placing a new order separately for the desired replacement.

DAMAGES AND FULFILLMENT ERRORS

We strive for perfection in every order. Upon delivery, please inspect your shipment immediately. If an item is found to be defective, damaged (including shipping damages), or incorrect, it must be reported within 48 hours of delivery to info@hikimatcha.com.

Please include:

Your order reference number

Clear photographs of the product and original shipping materials

Note: All reported discrepancies will be verified by our quality team before a replacement or refund is authorized.

REIMBURSEMENTS

Once an approved return is received and inspected, we will notify you of the outcome. We will use commercially reasonable efforts to process approved refunds to the original payment method within 10 business days. Processing times may vary depending on your payment provider or financial institution.

EUROPEAN UNION 14-DAY COOLING-OFF PERIOD

For shipments to the European Union, customers have the right to cancel or return purchases within 14 days for any reason, provided the item remains unopened, sealed, and in its original premium condition. Perishable goods that have been opened or tampered with are excluded from this right under EU consumer protection laws. Return shipping costs are the responsibility of the customer, unless the return is due to a fulfillment error by HIKIMATCHA.

ADDITIONAL INFORMATION

HIKIMATCHA reserves the right to inspect and verify all returns to maintain our quality and safety standards. For any questions regarding returns, quality, or food safety protocols, please contact: info@hikimatcha.com