Exchange and Return Policy

Adopted on Jan. 5, 2020
Updated on May 17, 2024

This Exchange and Return Policy (this “Policy”) applies to your order of our products (“Ordered Product(s)”) on our website, as the customer.

Returns

We understand that sometimes returns are necessary, and we want to make the process as clear and straightforward as possible. Please carefully review the following points regarding our return policy for Matcha Maker Starter Kits:

  1. Eligibility: Returns are only permitted for Matcha Maker Starter Kits (including the tea leaves included in the kits) that are in their original packaging. Please note that Starter Kits labeled as 'All Sales Are Final' or similar language are not eligible for returns. Additionally, separate tea leaf purchases, Machine Parts, and Tableware (such as the Matcha Bowl and Latte Cup) cannot be returned under any circumstances.
  2. Restocking Fee: If your return is eligible, you will be refunded the full price you paid, with a restocking fee deducted. For orders from the contiguous US, a 15% restocking fee will apply, while for orders from other areas, including international orders, a 35% restocking fee will be deducted. Please note that import tax and duties will not be returned. The restocking fee covers our operating costs, including credit card processing fees, two-way shipping, costs of the leaves (opened or unopened), and quality control checks of each machine upon return.
  3. Return Process: If you are eligible for a return, please send us an email at hi@cuzenmatcha.com to initiate the return process. 
  4. Required Documentation: For all returned items, we require either (i) a receipt or proof of purchase or (ii) any proof of return eligibility, both of which will be determined by us. Please ensure that you include one of these documents when returning the Starter Kit.
  5. Timeframe: You can initiate a return for eligible products within 30 days from the date of purchase. Unfortunately, we cannot accept returns after this 30-day period has expired.
  6. Packaging: When returning the Starter Kit, it must be in its original packaging. Please ensure that all items are securely packed to prevent any damage during transit.
  7. Refund Process: Once we receive your returned Starter Kit and verify its eligibility, we will initiate the refund process. The refund will be credited back to your original method of payment, typically to your credit card.

Cancellations

Unless otherwise specified in this Policy, orders cannot be canceled once placed.

Refunds

Unless otherwise specified in this Policy, we do not offer refunds for Ordered Products. All orders placed are considered final sales.

Exchange eligibility

If your Ordered Product arrives defective or damaged, please email us at hi@cuzenmatcha.com with photos to request an exchange. We will only process an exchange if we reasonably determine, at our sole discretion, that the product is defective or damaged due to our error. To assist our determination, we may request additional information or materials. Failure to provide requested materials will result in the rejection of the exchange request. Please include a receipt or proof of purchase with your return.

Exchange period

You have 30 days from the date of purchase to request an exchange for an Ordered Product. After 30 days, we are unable to offer an exchange.

Shipping for an exchange or a return

To initiate an exchange or return for an eligible Ordered Product, please email us at hi@cuzenmatcha.com and follow the instructions provided. If you qualify for an exchange according to this Policy, we will cover the shipping cost for the return of the eligible Ordered Product, as well as the shipping cost for the replacement item. Please note that the arrival time of your replacement product may vary depending on your location. For eligible returns, the restocking fee will cover the shipping cost for the return of the eligible Ordered Product.

Changes to this policy

The most current version of this Policy can be found on our website. We reserve the right, at our sole discretion, to update, change, or replace any part of this Policy by posting updates and changes on our website. Please periodically check our website for any revisions. The Policy in effect at the time of your purchase will be applied to your request.

Any matters not addressed in this Policy will be governed by our Terms of Service.