Return Policy

I. Return Policy

For safety and quality assurance reasons, we do not accept returns or exchanges on any Encha products, including all Encha Organic Matcha powders, regardless of whether they are opened or unopened. Matcha is a consumable food item, and we prioritize strict quality control to protect all of our customers.

All sales are final.

If you believe your order arrived with a defect, shipping damage, or a fulfillment error (such as receiving the wrong item), please refer to the section below.

II. Product Defects, Order Fulfillment Errors or Shipping Damages

We take great care in preparing and shipping every order. However, if you experience a product defect, fulfillment error, or shipping damage, you must email us at encha@encha.com within 7 days of the delivery date.

Your email must include:

Clear pictures of the product issue (defect, damage, or error)
A photo of the Encha packing slip included in your package
Your Encha order ID number

If validated, we will either:

Replace the affected product at no extra cost, or
Refund the product cost, at our discretion

Claims submitted after 7 days from delivery will not be accepted or processed.