At Rumi Matcha, we take pride in the quality and integrity of our products. Because matcha is a perishable, consumable food product, we maintain a strict returns policy to ensure safety and fairness.

Final Sale Items

All matcha products are final sale once opened.

Bulk sizes (500g and 1kg bags) are final sale and are not eligible for return or refund once shipped, except in cases of verified damage, defect, or fulfillment error.

We strongly recommend purchasing a 60g size for evaluation before committing to larger quantities, as bulk sizes are non-returnable.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, you must contact us within 7 days of confirmed delivery at info@rumimatcha.com.

To process your claim, we require:

• Your order number
  
• Clear photos of the outer shipping box
  
• Clear photos of the product packaging (including seal condition)
  
• Photos showing the damage or issue
  

Failure to provide documentation within 7 days may result in denial of the claim.

If approved, we may offer a replacement or refund at our discretion.

Unopened Returns (Non-Bulk Retail Sizes Only)

Unopened 60g retail sizes may be eligible for return within 7 days of delivery, subject to approval.

Products must:

• Be unopened
  
• Have original seals intact
  
• Be returned in resellable condition
  

Customers are responsible for return shipping costs unless otherwise agreed. If a return label is provided, the cost of that label will be deducted from the refund.

Refunds are issued only after inspection of returned goods.

Opened Products

Due to food safety and storage sensitivity, we are unable to accept returns or issue refunds for opened matcha products.

This includes dissatisfaction related to taste, color, texture, preparation method, or preference.

Order Cancellations

Orders cannot be canceled once fulfilled or shipped.

Cancellation requests must be submitted in writing prior to shipment confirmation.

Chargebacks & Payment Disputes

By completing your purchase, you agree to contact us directly to resolve any concerns before initiating a payment dispute or chargeback.

We are unable to process refunds for disputes opened without prior written communication. Initiating a chargeback without contacting us may delay resolution.

Lost or Stolen Packages

Once an order is marked as delivered by the shipping carrier, we are not responsible for lost or stolen packages. If this occurs, please contact the carrier directly. We are happy to assist in filing a claim where possible.

Updated February 2026