Refund policy

1. Order Cancellation

Before Shipment

You may cancel your order within 2 hours of placing it, provided it has not been packed or shipped.
To request a cancellation, email: contact@gua-cha.com

After Shipment

Once shipped, orders cannot be cancelled.

2. Returns & Refunds

For Matcha (Perishable Goods)

Due to the nature of matcha (a perishable consumable), we cannot accept returns if the package has been opened, used, or tampered with.

We offer returns/refunds ONLY if:

You received the wrong item
You received a damaged or defective item
The package arrived in poor condition
There is a genuine quality issue reported within 48 hours of delivery

To file a claim, email: contact@gua-cha.com with:

Order ID
Photos/videos of the product & packaging
Description of the issue

Eligible refunds are issued as store credit or a replacement product.

For Accessories (Non-Perishable Goods)

Eligible for return within 7 days of delivery ONLY if:

The product arrived damaged or defective
The product received is different from what was ordered

Items must be unused, in original packaging, and with all components intact.
We do not accept returns for:

Used items
Items damaged due to improper handling
Change of mind

3. Refund Method & Timeline

Once approved, refunds are processed as:

Store credit (fastest option), or
Original payment method (7–14 business days, depending on the bank)

4. Non-Refundable Items

Opened matcha products
Used accessories
Gift cards
Sale or promotional items
Custom bundles or PR kits
Items purchased under clearance

5. Lost or Missing Packages

If your tracking shows “delivered” but you haven’t received the package, please contact us within 24 hours. We will coordinate with our courier partner for resolution.