Return & Refund Policy

At Koto Matcha, we offer carefully sourced matcha and tea, including authentic Marukyu Koyamaen matcha crafted in Japan, selected with an emphasis on quality, freshness, and balance. Due to the delicate and consumable nature of our products, our returns policy reflects the care taken in every step of our process.

Returns

For health and safety reasons, we cannot accept returns on any opened or used matcha or tea products.

Unopened and sealed items may be returned within 14 days of delivery, in accordance with UK consumer regulations. Items must be unused, in their original condition, and returned at the customer's expense.

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at kototeauk@gmail.com, including your order number and a clear photo of the issue. We will review your request with care and offer a replacement or refund where appropriate.

Return Process

To begin a return, please contact us at kototeauk@gmail.com within the applicable return period, including your order number and reason for return.

If your return is approved, we will guide you through the next steps. Items should be securely packaged and returned in their original, unopened condition.

Customers are responsible for return shipping costs unless the item is damaged, defective, or incorrect. We recommend using a tracked shipping service, as we are unable to accept responsibility for items lost in transit.

Once your return has been received and carefully inspected, we will notify you of the outcome and process your refund if approved.

Refunds

Once approved, refunds will be issued to your original payment method within 5–10 business days. Original shipping costs are non-refundable.

Exchanges

We offer exchanges only for items that arrive damaged, defective, or incorrect. To request an exchange, please contact us at kototeauk@gmail.com.

Cancellations

Orders may be cancelled within 12 hours of purchase. After this time, your order may have already entered processing and cannot be amended or cancelled.

Non-Returnable Items

• Opened or used matcha and tea products
• Gift cards
• Sale or discounted items (if applicable)

Contact

For any questions regarding your order, please reach out to us at:
📧 kototeauk@gmail.com

Thank you for choosing Koto Matcha — we appreciate your trust in our products and your understanding of the care behind them.