Return Policy

Overview

We want you to be happy with every order from 新垣園 Aragaki En. If your tea arrives damaged, incorrect, or otherwise not as described, please contact us within 14 days of delivery and we will make it right.

Because matcha and hojicha are food products with a limited shelf life, we cannot accept returns based on taste preference once the seal has been broken. Please review the eligibility guidelines below before reaching out.

What Is Eligible for a Return or Refund

• Items damaged during shipping (please keep all packaging and photos).
• Incorrect items sent (wrong product, size, or quantity).
• Sealed, unopened products returned within 14 days of delivery in their original condition.
• Products that arrive expired or with a compromised seal.

What Is Not Eligible

• Opened or partially consumed matcha or hojicha.
• Items returned after 14 days from delivery.
• Products purchased through unauthorized third-party resellers.
• Gift cards and promotional items.

How to Start a Return

Email us at louisw@aragakien.com with your order number, a brief description of the issue, and photos if the item arrived damaged. We will review your request within 2 business days and reply with next steps.

Do not send anything back until we confirm the return address and instructions. Unauthorized returns may not be accepted or refunded.

Refunds and Exchanges

Approved refunds are issued to the original payment method within 5–10 business days after we receive the returned item or confirm the issue. Shipping costs are non-refundable unless the return is due to our error.

If you prefer an exchange, let us know in your email. Exchanges are subject to stock availability and the same eligibility rules above.

Shipping for Returns

For damaged or incorrect orders, we will provide a prepaid return label or cover reasonable return shipping. For all other eligible returns, the customer is responsible for return shipping costs. We recommend using a trackable shipping service.

Questions

If you are unsure whether your order qualifies for a return, email us at louisw@aragakien.com and we will help you out.

You can also review our Terms of Service and Privacy Policy for more details.