Refund Policy

Order Cancellations

Cancellations are accepted only before shipment.
Once an order has been shipped, we are unable to accept cancellations due to customer convenience. Thank you for your understanding.

Defective Products

If a defective item arrives, please contact us by email immediately.

• Damaged or faulty items
  Please notify us by email within 7 days of delivery, providing details of the issue. We will promptly guide you through the next steps. Depending on availability, we will arrange either a replacement or a refund of the product price.
  If the item is out of stock or discontinued, a refund will be issued.
  Customers will not be responsible for shipping costs when returning defective products.

• Incorrect or missing items
  If you receive the wrong item or your order is incomplete, please notify us by email within 7 days of delivery. We will arrange for the correct product to be shipped at no additional cost.

Returns Due to Customer Convenience

We do not accept returns for reasons other than product defects or incorrect shipments. Please kindly understand before placing your order.

Refund Process

Refunds will be processed after the returned item has been received by us.

• Refund Amount
  For refunds via bank transfer, the refund amount will be the product price minus the bank transfer fee, which will be deducted before transferring to your designated account.

• Credit Card Payments
  Once we receive the returned item, we will process a cancellation of the relevant charge. However, due to your credit card company’s billing cycle, you may first see the full amount charged, followed by a refund in your next billing statement.

Shipping & Delivery

• Orders are shipped within 5 business days after order confirmation.
  During busy periods or high order volume, shipping may take longer. Thank you for your understanding.

• Shipping operations are conducted Monday through Friday only.

• In cases where urgent confirmation of your shipping address or order details is required, we may contact you directly.

Payment Methods

• Credit Card
  (Return shipping costs for incorrect shipments will be covered by us.)

• PayPal

• Bank Transfer
  (Bank transfer fees are the responsibility of the customer.)

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at yamato@kencha.jp.