Refund policy
Refund & Return Policy
At Midori, we take great care in sourcing and packaging our matcha to ensure exceptional quality and freshness. Due to the delicate nature of matcha and food safety standards, our return policy is limited to protect both our customers and product integrity.
Returns
We accept returns only under the following conditions:
- The item must be unused, unopened, and in its original packaging.
- Return requests must be submitted within 7 days of delivery.
- Customers are responsible for return shipping costs, unless the item arrived damaged or incorrect.
Once the returned product is received and inspected, we will notify you regarding the approval of your refund.
To request a return, please contact us at
help@midorimatchaus.com
and include your order number and reason for the return.
Refunds
After receiving and inspecting your return, we will notify you whether your refund has been approved or rejected. If approved, your refund will be processed to the original payment method within 10 business days. Please note that processing times may vary depending on your bank or credit card provider.
Damaged or Incorrect Orders
Please inspect your order upon arrival. If your order arrives damaged, defective, or incorrect, contact us within 48 hours of delivery so we can review the issue and provide a replacement or refund if applicable.
Please include:
- Your order number
- A description of the issue
- Photos of the product and packaging
Non-Returnable Items
For safety and quality reasons, the following items cannot be returned:
- Opened matcha products
- Perishable food products
- Sale items
- Gift cards
- Custom or personalized items
Exchanges
We do not offer direct exchanges. The fastest way to receive a different item is to return the original product (if eligible) and place a new order.