Refund policy

1. Matcha Powder (Perishable Goods)

Because matcha is a consumable food product, we do not accept returns or exchanges for matcha powder simply due to a change of mind or taste preference. This ensures the safety and quality of our products for all customers.

Exceptions: We will happily issue a refund or send a replacement if:

• The product arrived damaged (e.g., the pouch was pierced or the seal was broken).

• We sent you the wrong product (e.g., you ordered Ceremonial but received Culinary).

• The product is past its expiration dateor oxidised upon arrival.

2. Teaware & Utensils (Non-Perishable Goods)

We accept returns for teaware (Chasen, Chawans, Scoops, Sifters) within 7 days of delivery, provided that:

• The item is unused and in the same condition that you received it.

• The item is in its original packaging.

3. Damaged or Defective Items

We take great care in packing your order, but accidents happen during transit.

If your order arrives damaged:

• Do not throw away the packaging or the product immediately.

• Take clear photos of the damaged item and the shipping box.

Email us at ruangijau@gmail.com with your Order Number and the photos within 48 hours of delivery.

We will assess the issue and offer you a choice of a full refund to your original payment method or a free replacement sent via expedited shipping.

4. Refunds (If Applicable)

Once your return is received and inspected (for non-perishable items), we will send you an email to notify you that we have received your returned item.

If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5-10 business days.

5. Shipping Costs

Defective/Wrong Item: We will cover the cost of return shipping or provide a prepaid label.

6. How to Initiate a Return

To start a return, please contact us at ruangijau@gmail.com