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:
780 Montague Exwy Ste 306
San Jose, CA 95131
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.
Occasionally products get damage during shipping. Imagine a big truck with hundreds of boxes dancing on it...In the case of product damage from shipping, please email firstname.lastname@example.org RIGHT AWAY, latest within 7 days from the delivery date. Delivery date is the date indicated on the tracking webpage. Please include in your email the following:
1. Pictures of the damaged product(s), including the detail of the damage.
2. Picture of the packing slip that came inside the package.
3. Your order ID
Once Encha team receives the information, we will send you a free replacement of the same product(s).
Thank you for your understanding and cooperation.
1-855-503-6242 (M-F biz days: 8am-4pm PST)