Returns and Refunds

If there’s a problem with your order, please email support@wakura.shop. You can also contact us with any questions about returns or refunds.

Your rights under consumer law still apply. Nothing in this policy takes those rights away.

Food and drinks

We don’t accept returns or exchanges for matcha, tea, snacks or other food and drinks if you change your mind. This applies even if the product is unopened.

This includes returns because you would prefer a different flavour, as long as the product is not faulty and matches its description.

If an item is damaged, faulty or unsafe, or we send the wrong product, please contact us. Your rights in these situations, and any legal right to cancel your purchase, still apply.

Tea accessories and other products

If you change your mind about a chawan, tea accessory or another product that is not food or drink, you can request a return within 30 days of receiving it.

For these returns, the item must be unused and undamaged, with its original packaging and all included parts. We’ll also need your order number or another proof of purchase.

Please contact us before sending it back. Once we accept the return, send it within 14 days of receiving our instructions.

You cover the return postage for these returns. We’ll refund the item price, but not the original delivery charge.

These conditions do not limit any return or cancellation rights you have by law.

Damaged, faulty or incorrect items

Please let us know as soon as reasonably possible if an item is damaged, faulty, unsafe, missing or different from what you ordered.

Send your order number and a short description of the problem. If you can, include photos of the item, packaging, batch number and date label. Do not consume a product you think may be unsafe.

We’ll look into the problem promptly and arrange the refund, replacement or other remedy you’re entitled to under consumer law. If the law gives you a choice, that choice is yours.

You can still report a fault after opening a food product. The limit of 30 days and the packaging requirements for returns when you change your mind do not apply to claims under consumer law.

If we confirm a fault, damage or a mistake with your order and need the item back, we’ll arrange the return at our cost or reimburse reasonable return postage. For food complaints, we may be able to resolve the issue without asking you to send the product back.

How to return an item

Email support@wakura.shop and we’ll explain how to return your item. Please pack it securely and keep proof of postage.

Return address:
2F Ultimate Meieki, 3-4-10 Meieki, Nakamura-ku, Nagoya, Aichi 450-0002, Japan

You only need our approval for a return because you changed your mind. You don’t need our approval to exercise a legal right to cancel or return an item.

Items bought on sale have the same legal protections for faults and incorrect orders as items bought at full price.

Cancellations and exchanges

If you need to cancel an order before it’s sent, contact us as soon as possible. We’ll try to stop it, but we may not be able to once processing has started. Any cancellation rights you have under the law still apply.

To exchange an accessory because you changed your mind, request a return and place a new order for the item you want. Availability may change.

Refunds

We’ll email you once we’ve reviewed your return or refund request. If a refund is approved, we’ll send it to your original payment method within 10 business days, or sooner if the law requires.

Your bank or payment provider may need extra time to show the refund in your account. If it hasn’t appeared within 15 business days of our confirmation, please contact us.

Australian consumer rights

If Australian Consumer Law applies to your purchase, our products come with consumer guarantees that cannot be excluded.

For a major failure, you can choose a refund or replacement. You may also be entitled to compensation for reasonably foreseeable loss. For other faults, we’ll provide the remedy required by law.

These rights also cover food and items bought on sale. Our conditions for returns when you change your mind do not limit them.