Returns
Our Quality Promise
At Nekohama, we stand behind every product we make and are committed to delivering the highest quality matcha and products to our customers. If something isn’t right, we will work with you quickly and fairly to resolve the issue. Your satisfaction matters to us, and we are here to ensure that your experience with Nekohama is nothing short of exceptional.
Eligibility for Returns
For health and safety reasons, we cannot accept returns of opened matcha or perishable goods unless they are faulty or required to be accepted by law. Accordingly, we accept returns only if the following conditions are met:
- items must be returned to Nekohama at the address that we designate within 7 days of the delivery date, or within the applicable statutory period in your jurisdiction; and
- products must be unused, unopened, and in their original packaging, unless items
arrived damaged, defective, or incorrect.
Where consumer protection laws grant a mandatory return right, we will honor those rights in full.
How to Request a Return
- Contact our customer service team at help@nekohama.co with your order number, details of the issue, and (if applicable) a photo of the damaged, defective or non-conforming product.
- Our team will provide return instructions.
- Once the return is received and inspected, our team will notify you of whether your
return request has been accepted. Refunds will be issued to your original payment
method within 15 days of the return being accepted.
Shipping Costs
For returns, shipping costs are the customer’s responsibility, unless otherwise required by
applicable law. Refunds are issued once the returned item has been received and carefully
inspected.
Onward Shipping Protection
At checkout, customers may opt into Onward Shipping Protection. If you have purchased
Onward Shipping Protection, your order is covered against loss, theft, and damage in transit, and any such claims are governed exclusively by Onward’s terms and conditions rather than by this return policy. For full details of Onward’s coverage, eligibility requirements, and claim process, please refer to the Onward Terms and Conditions. To file a claim under your Onward Shipping Protection, please visit the Onward claims portal directly.
If you did not opt into Onward Shipping Protection, or if your claim does not fall within Onward’s coverage, the return and refund process described above applies.
