Effective July 2026

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.

Wholesale sizes (500g 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.

Retail sizes (eligible for the unopened-return policy below): 60g.

Bulk/wholesale sizes (final sale, no return): 500g and any other bulk formats.

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. Approved refunds are issued to your original payment method within 5–7 business days of our decision.

Unopened Returns (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, to your original payment method, within 5–7 business days of that inspection.

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

We ask that you contact us first at info@rumimatcha.com so we can resolve any concerns directly — this is usually faster than a chargeback. If a dispute is opened before reaching out to us, we'll still respond promptly with any requested documentation to support resolution through your payment provider.

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.

International & Cross-Border Shipments

Most US orders are fulfilled from our US distribution center and shipped domestically within the US. For any orders shipped internationally across a border, Rumi Matcha is not responsible for customs delays, import duties, taxes, or carrier mishandling once the package has left the country of origin. Any applicable duties or fees are the responsibility of the recipient.