We honor return of Encha products you purchased from Encha.com (not from Amazon or other retailers), within 30 days from the date of the order (with proof of Order# and confirmation email), with conditions below:
1. For Encha Organic Matcha powder, if you have already opened them, you cannot return them because it is food item. If unopened, you can return them in the original unopened Encha packages.
2. For Encha matcha accessories (including bowls, whisks, whisk holders, and scoops), you can return them in original unused condition. The whisk needs to be in its original cylinder container with the inner twist unopened.
Instruction for Return:
1. Please email the Encha team: Encha@Encha.com, to notify us your return intent.
2. Then, please pay for your return postage and mail your return products to:
PO Box 3208
Saratoga, CA 95070
3. Once we receive your returned Encha products and inspect them to deem it meets all the conditions, we will refund the product cost to your original payment method. The original shipping cost won't be refunded since it was already utilized to pay the shipping courier.
Product quality is of utmost importance to us. Occasionally products might have defects or get damaged during the shipping process. Occasionally Encha team might fulfill your orders with the wrong products or in the inaccurate quantity. You shall carefully inspect all Encha products promptly upon delivery of Encha Products. If you identify any product defects, order fulfillment errors or product damages, please email us (firstname.lastname@example.org) within 7 days from the delivery date. Delivery date is the date indicated on the shipper's tracking webpage.
Please include in your email the following:
1. Detailed pictures of product defects, order fulfillment errors, or shipping damages
2. Picture of the Encha packing slip that came inside the package.
3. Your Encha order ID number
Once Encha team validates the product defect, order fulfillment error, or damage, Encha will, according to your preference, either (a) replace such Encha Products at no additional charge to you or (b) refund you the amounts you paid for such Encha Products.
No claim of defects, order fulfillment errors or damages will be valid or enforceable against Encha unless you give Encha a written notice via email specifying in detail the issue within 7 days following the delivery date.
Thank you for your understanding and cooperation.