1. Return Window (30-Day Money-Back Guarantee for Matcha) Many of our customers have never tried high-quality matcha before. That is why we offer a 30-day money-back guarantee in case our matcha does not suit your taste.

• Fair Use Policy / Guarantee Exclusion: To prevent abuse, this money-back guarantee for opened items applies strictly to the first order of a specific matcha type per customer, and is limited to a maximum of one 30g bag.

2. Item Condition & Eligibility

• Opened Matcha Items: As long as it meets the Fair Use criteria above, simply return the product to us (after getting in contact), and we will refund the amount, even if the matcha has already been opened and tasted (how else should you test it?).

• Physical Accessories (Chasen, Bowls, etc.): Physical items and accessories are strictly non-returnable if they have been used. For hygiene and quality reasons, we can only accept returns for these items if they are completely unused and in their original packaging.

• Unopened Goods: If you return an order because you changed your mind or no longer want the products (and have not tried or used them), a restocking fee may apply.

3. Exchange Policy

• Defective or Damaged Goods: We will gladly replace items if they are defective or damaged upon arrival.

• Standard Exchanges: If you wish to exchange an unopened and unused item for a different product, the fastest way is to return the original item for a refund (subject to our return shipping conditions) and make a separate purchase for the new item.

4. Return Shipping & Fees

• Refund Deductions: Important note on refunds: For all refunds, we must deduct the original shipping costs from the refunded amount.

• Return Shipping Costs: Customers are responsible for paying the return shipping costs to send the item back to our facility in Switzerland.

5. Refund Processing Time & Payment Gateway

• Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and confirm the approval of your refund.

• Stripe Payment Processing: We use Stripe to process all our payments securely. Please note that all refunds are subject to Stripe’s terms and conditions.

• Processing Time: Once approved and processed on our end via Stripe, it may take up to 30 days for the refund to arrive and officially post to your original method of payment, depending on Stripe's processing times and your bank or credit card company.

6. How to Initiate a Return

• Please contact our support team at info@rokusai.ch or with the contact form with your order number. We will provide you with the exact return shipping address and further instructions.