Refund policy

Matcharl - Refund Policy (International Edition)

1. General Overview

At Matcharl, we take pride in the quality of our Japanese health foods. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. However, please note that specific rules apply to international orders and perishable goods.

2. Eligibility for Returns

To be eligible for a return, your item must be:

  • In the same condition that you received it.

  • Unopened, unused, and with original seals intact.

  • In its original packaging with all tags.

  • Accompanied by the receipt or proof of purchase.

3. Perishable Goods & Exceptions (IMPORTANT)

Due to food safety regulations and the nature of our products, perishable goods (such as matcha, tea leaves, and food powders) cannot be returned once the original seal or packaging has been opened. We also do not accept returns for:

  • Custom or personalized products.

  • Sale items or gift cards.

  • Hazardous materials or flammable liquids.

4. International Shipping & Customs

For all orders shipped outside of Japan:

  • Customs & Duties: Any import duties, taxes, or brokerage fees are the sole responsibility of the customer.

  • Refused Shipments: If a shipment is refused due to unpaid customs duties, the original shipping cost and any return shipping fees incurred will be deducted from your refund.

5. Regional Provisions

  • European Union (14-Day Cooling Off Period): Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason. However, in accordance with EU law, this right does not apply to sealed food items that have been unsealed after delivery due to health protection or hygiene reasons.

  • USA, Asia & Rest of World: Due to high international return shipping costs, we generally offer a "Resolution First" policy. Instead of a physical return to Japan, we may offer a partial/full refund or a replacement if the issue is verified with photographic evidence.

6. Damages and Issues

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us at info@matcharl.com within 48 hours of delivery. Please include:

  1. Your Order Number.

  2. Clear photos of the damaged item and the shipping label/box. We will evaluate the issue and make it right immediately.

7. How to Start a Return

To start a return, contact us at info@matcharl.com. Please Note:

  • Returns must be sent to our logistics center in Japan: Matcharl Return Center Urban Life Midorigaka 1F-North, 1-1604 Hakusan, Moriyama-ku, Nagoya, Aichi, 463-0032, Japan

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

  • Items sent back to us without first requesting a return will not be accepted.

8. Refunds

Once we receive and inspect your return, we will notify you of the approval status. If approved, you’ll be automatically refunded on your original payment method within 15 business days. Please note that your bank or credit card company may take additional time to post the refund.