At Ashu's Matcha, we take pride in providing the highest quality matcha. If you are not completely satisfied with your purchase, we accept returns under the following conditions:

Returns

Returns are only accepted for unused and unopened products.

Requests for returns must be made within 7 days from the delivery date.

Customers are responsible for return shipping costs unless the product was damaged or incorrect upon arrival.

Refunds will be processed once the returned item is received and inspected.

To initiate a return, please contact our support team at hello@ashusmatcha.com with your order details.

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

Damages and Issues
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate and resolve the issue.

Exceptions / Non-returnable Items
Certain types of items cannot be returned, such as:

Perishable goods (such as food, flowers, or plants)

Custom products (such as special orders or personalized items)

Personal care goods (such as beauty products)

Hazardous materials, flammable liquids, or gases

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Route Protection / Package Protection
Route Protection is automatically added during checkout; however, you can opt out if you prefer not to have this protection for your order. If you opt out, you are no longer covered for shipments not received.

Route Protection cannot be added post-purchase, as Route will have no way to collect the premium for that particular order, and it will not show up in our system as covered under Route Protection. If the order has not been fulfilled, it can be canceled and reordered with Route Protection added.