Refund policy
Quality Commitment: At SŌCHADO, we take full responsibility for all matcha products we manufacture and promise to deliver the highest quality, carefully selected matcha to our customers. In the unlikely event of any issue, we will respond promptly and sincerely. Your satisfaction is most important to us.
Return Eligibility: For hygiene reasons, we cannot accept returns of opened matcha or perishable items unless the product is defective or returns are required by law. Returns are accepted only if the following conditions are met. Returns must be requested within 7 days from the delivery date or within the applicable statutory period in your jurisdiction. Products must be unused, unopened, and in their original packaging, except in cases where products arrived damaged, defective, or incorrectly delivered. Returns are limited to cases where a product different from the order was delivered, a product is defective (e.g., damaged or deteriorated), or under other circumstances recognized by the Company as force majeure.
How to Request a Return: If you wish to request a return, please proceed through the following steps. (1) Please contact our customer service team (info@so-chado.com). Please provide your order number, details of the issue, and (if applicable) photos of damage, defect, or misdelivery. (2) Our team will evaluate the return request and, if approved, provide return instructions. (3) Upon approval, please return the product according to the instructions provided. Please ensure secure packaging when returning items. For return shipping costs, please refer to the "Return Shipping Costs" section. (4) Once the returned product arrives at our facility and inspection is complete, we will proceed with the refund process.
Refunds: Refunds will be issued as follows after return approval. The process from return application to refund typically takes about 30 business days. The inspection period takes 5 to 10 business days after arrival of the returned item. The refund processing period is within 20 business days after inspection completion. Depending on the processing times of financial institutions, it may take several additional days for refunded amounts to be reflected. Refunds will be issued to your original payment method after the returned product arrives and inspection is completed. In principle, refunds will be processed through the same payment method used at the time of purchase.
Non-Refundable Items: Refunds are not eligible in the following cases: Products opened by the customer (excluding defective or misdelivered items) / Cases exceeding the return deadline (within 7 days from delivery date) / Damage or loss caused by customer negligence / Returned items arriving at our facility in significantly deteriorated condition / Cases where cancellation fees or return shipping charges apply.
Return Shipping Costs: Return shipping costs are as follows. In cases of defective products, misdelivery, or damage during transit, the Company will cover the return shipping cost. For returns due to other reasons, return shipping costs shall be borne by the customer. We will inform you during the return request process. Please ensure the use of a trackable shipping method when returning items.
Notes on Returns and Exchanges: If you wish to make a return, please be sure to contact us first. Items returned without our prior approval may be refused upon arrival. The return period is within 7 days from the delivery date. Return requests exceeding this deadline cannot be accepted. Customers are responsible for any damage or loss of returned items during transit. Please use a trackable shipping method. If an exchange is required, please contact us. For exchanges of defective products, the Company will cover the exchange shipping cost. If you have any questions or concerns regarding returns and refunds, please feel free to contact us.
Last Updated: July 15, 2026