Refund policy

At KŪKAI, each order is prepared with care and attention. If something is not quite right, we will do our best to support you.

Below you will find the key information regarding returns and refunds.

What is your return policy?

You may return eligible products within 14 days of receiving your order.

To be eligible for a return:

Food products, including matcha, hojicha, and cacao, must be unopened and in their original packaging.
Non-food products must be unused, in their original condition, and in their original packaging.

Returns that do not meet these conditions may not be eligible for a refund.

How do I start a return?

To request a return, please contact us via our contact form within 14 days of receiving your order.

Please include:

your order number
the item or items you would like to return
the reason for your return

We will review your request and provide the appropriate return instructions.

If local returns are available at the KŪKAI teahouse, we will share the relevant details when responding to your request.

Who pays for return shipping?

Return shipping costs are the responsibility of the customer, unless the item arrives damaged, defective, or incorrect.

When will I receive my refund?

Once we have received and inspected your return, we will let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 14 days. Depending on your bank or payment provider, it may take a few additional business days for the amount to appear in your account.