Returns & Refunds
We do not accept returns or refunds for change of mind. Matcha is a fresh food, and once a tin has left us we cannot know how it has been kept. What we do put right, without argument, is anything we got wrong.
In Short
- Change of mind: no returns and no refunds, whether or not the tin has been opened.
- We sent the wrong item, including a personalised piece that does not match your approved proof: we put it right.
- It arrived damaged: tell us within 2 days of receiving it, with photographs. We assess these one by one.
- Everything starts at the contact form, using the Order Issues reason.
Why We Cannot Take Tea Back
We cannot accept the return of any tea, opened or unopened. Matcha is perishable and unusually sensitive to air, light, heat and moisture. An unbroken seal tells us the tin was not opened. It does not tell us whether the tin spent a week in a hot car or on a sunny windowsill, and that is the part that ruins the tea.
Because we cannot verify the condition of returned stock, we cannot honestly sell it to anyone else, so a returned tin could only be destroyed. We would rather say this plainly than run a returns process whose real outcome is the bin.
This is not how we treat our own mistakes. If we sent the wrong thing or the parcel arrived damaged, the two sections below apply and you are not out of pocket.
If you have opened a tin and simply do not enjoy the tea, we would still like to hear about it. Tell us what you found and how you prepared it. We cannot refund it, but a matcha that disappoints an experienced drinker is worth knowing about.
If We Sent The Wrong Thing
Where the item you received is not the item you ordered, that is our error and we correct it at our cost. This covers the wrong tea, the wrong size, a missing item from your order, and a personalised piece that does not match the proof you approved.
Send us your order number and photographs of what arrived. We will either ship the correct item or refund it, whichever you prefer, and we pay any return carriage. Where a return is needed we arrange it and tell you how. Please do not post anything back before we have confirmed it, because unannounced parcels are difficult to match to an order.
Personalised work is checked against your approved proof, so please read a proof carefully before approving it. Spelling you approved is the specification we worked to and is not an error we can remake free of charge, though we will always quote for a remake.
Damage In Delivery
Open and check your order as soon as it arrives. If a tin is crushed, a seal is broken, or the contents have leaked or spoiled in transit, tell us within 2 days of receiving the parcel and send photographs of the outer carton, the packing inside it, and the item itself.
Transit damage is assessed case by case, because the evidence is different every time and a fair answer needs looking at rather than a rule. We will replace or refund the affected items where the photographs bear it out.
The 2-day window is short because the evidence decays quickly and carriers will not consider a claim raised late. Keep the packaging until the claim is settled. Carriers require it and usually refuse a claim without it.
How To Raise It
- Open the contact form and choose Order Issues as the reason.
- Enter your order number exactly as it appears on your confirmation email, and say which items are affected.
- Attach photographs. For anything damaged these decide the outcome, so include the outer carton as well as the item.
- We reply within 2–5 business days with the outcome and, where something needs sending back, with instructions.
Refunds
Where we agree a refund, it goes to the original payment method within 10 business days. We cannot refund to a different card or account.
Your bank or card issuer then takes its own time to post the credit, usually a few days and occasionally a full statement cycle. That part is outside our control. If a refund has not appeared 10 business days after we told you it was issued, contact us and we will trace it.
A refund covers the price of the affected goods and, where the whole order was wrong or damaged, the original shipping as well.
EIEN TEA PTE. LTD. · 9 King Albert Park, #01-30, KAP, Singapore 598332 · UEN 202609314W