1. Inspection Period
Please inspect your shipment as soon as it arrives.
Any claim related to quality issues, quantity shortages, or packaging damage must be submitted in writing within 7 calendar days of delivery to [email protected].
2. Eligible Reasons for Claims
We may offer a replacement, partial refund, full refund, or order credit in the following cases:
All claims are subject to review and approval by our team.
- the product does not match the agreed specifications or approved reference sample
- the wrong grade or quantity was shipped due to our error
- the internal product packaging was damaged during transit and product integrity was affected
- there is a verified quality issue that occurred before delivery
3. Non-Returnable Items
Due to food safety requirements and the nature of bulk matcha products, we do not accept returns or refunds in the following cases:
- custom blends, OEM products, or private label orders unless there is a verified quality defect
- products affected by improper storage after delivery, including exposure to heat, moisture, light, or contamination
- change of mind after production has started or after the goods have been dispatched
- minor variations that fall within normal product tolerance and do not affect agreed specifications
4. Claim Process
To submit a claim, please email us with:
Our team will review your claim and respond within 2 business days whenever possible.
- your order number
- a description of the issue
- clear photos or videos showing the problem
- any supporting documents, if available
5. Return Shipping
If the issue is confirmed to be caused by our error, we may cover the return shipping cost or arrange an alternative resolution.
If the return is not due to our error, the customer is responsible for return shipping and any related costs, unless otherwise agreed in writing.
6. Refund Processing
Once the returned goods or claim evidence has been reviewed, we will notify you of the outcome.
If a refund is approved, it will normally be processed within 7 to 10 business days , using the original payment method where possible, or as a credit toward a future order if mutually agreed.
7. OEM and Private Label Orders
For OEM, private label, and custom packaging orders, cancellations or refunds may not be available once production, printing, or packaging preparation has started.
Any project-specific terms confirmed in writing will take priority over this general policy.
8. Contactez-nous
If you have any questions about this Return & Refund Policy, please contact us:
Premier Matcha Email: [email protected] Location: Hangzhou, China