Shipping, Returns & Refund Policy

Effective Date: 25 March 2025

1. General Information

This Shipping, Returns & Refund Policy applies to purchases made through

MUSUBI MATCHA (“we,” “our,” or “us”) via

https://www.musubimatcha.com (“Website”).

Please read this policy carefully before placing an order.

2. Shipping Information

Processing Time

Orders are typically prepared and shipped within 1 to 3 business days after order confirmation.

Shipping Methods

We currently ship using Mondial Relay, offering:

  • Home delivery, or

  • Delivery to a pickup point, depending on the option selected at checkout.

Shipping Destinations

At this time, we ship within Europe, including but not limited to:

    • Austria

    • Belgium

    • France

    • Germany

    • Italy

    • Luxembourg

    • Netherlands

    • Poland

    • Portugal

    • Spain

Available destinations may be updated over time and are visible at checkout.

Delivery Time

Delivery times depend on the destination country and carrier conditions.

Once your order has been shipped, you will receive a confirmation email with a tracking number, allowing you to follow the delivery status directly.

3. Non-Returnable Products (Food Items)

Due to the nature of our products, matcha products are non-returnable and non-refundable.

In accordance with EU consumer law, the right of withdrawal does not apply to:

  • Perishable goods

  • Food products that cannot be returned for health or hygiene reasons once delivered

For this reason, all matcha purchases are final, unless the product arrives damaged or incorrect.

4. Returnable Products (Non-Food Items)

For non-food items such as accessories, books, or other merchandise, EU consumers have the right to withdraw from the purchase within 14 days of receiving the item, without providing a reason.

Conditions for Returns

  • Items must be unused, undamaged, and in their original packaging

  • Return requests must be made within 14 days of delivery

  • Items must be returned within 14 days after notifying us

Return Shipping

  • Return shipping costs are the responsibility of the customer

  • We recommend using a trackable shipping service

Refunds will be issued once the returned item has been received and inspected.

5. How to Request a Return or Report an Issue

Before sending any items back, please contact us at:

Email: contact@musubimatcha.com

Please include:

  • Your order number

  • The product concerned

  • The reason for your request

  • Photos, if the item is damaged or incorrect

We will provide return instructions, including the return address.

6. Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

We may request:

  • Photos of the damaged packaging or product

  • A brief description of the issue

If the claim is validated, we will offer a replacement or refund in accordance with EU consumer protection laws.

7. Lost or Missing Shipments

If your order is lost during transit or marked as delivered but not received, please contact us as soon as possible.

In accordance with EU law:

  • The seller remains responsible for delivery until the goods are received by the customer

We will investigate the issue with the carrier and offer an appropriate solution, such as a replacement or refund, where applicable.

8. Refunds

Refunds (when applicable) will be processed using the original payment method after the returned item has been received and inspected.

Please note:

  • Shipping fees are non-refundable

  • Processing times may vary depending on the payment provider

9. Contact

For any questions regarding shipping, returns, refunds, or delivery issues, please contact:

MUSUBI MATCHA

Email: contact@musubimatcha.com

.