Refund policy

Return & Refund Policy – Senchoju

At Senchoju, we are committed to providing premium Japanese matcha and tea products while ensuring a fair and transparent shopping experience. Please review our Return & Refund Policy before placing your order.

✅ Return Eligibility

Due to the nature of our products (food, consumables, and personal-use tea accessories), we only accept returns if:

• You received a damaged, defective, or incorrect item.
• You contact us within 3 days of the delivery date.
• Your return request is approved by our customer support team.

To request a return or exchange, please email info@senchoju.com with:

• Your order number
• Clear photos of the item(s)
• A brief description of the issue

Returns sent without prior authorization will not be accepted or refunded.

If a return is approved for reasons not caused by Senchoju (such as ordering the wrong item or changing your mind), you are responsible for all return shipping costs and any applicable restocking fee.

💳 Refunds

Refunds or replacements may be approved in the following situations:

• You received a damaged or defective item.
• You received the wrong product.
• An item is missing from your order only if a complete unboxing video is provided (see Unboxing Video Requirement below).

The following situations are not eligible for refunds or replacements:

• Change of mind.
• Ordering the wrong product.
• Returns sent without approval.
• Packages marked as Delivered when the selected shipping service did not include Signature Required.
• Claims that do not meet the documentation requirements described in this policy.

If approved, refunds will be issued to the original payment method within 5–7 business days.

📦 Delivered Packages & Signature Policy

Responsibility for an order transfers to the customer once the shipping carrier marks the package as Delivered.

Orders shipped without Signature Required

If you choose a shipping option that does not include Signature Required, you acknowledge and accept the risk of loss after delivery.

Once the carrier confirms the package has been delivered, Senchoju is not responsible for:

• Lost packages
• Stolen packages
• Misdelivered packages after delivery confirmation
• Missing packages after a successful delivery scan

Refunds, replacements, or store credit will not be provided for these claims.

For higher-value orders or deliveries to apartments, condos, shared buildings, offices, or locations where package theft may occur, we strongly recommend selecting Signature Required during checkout.

Orders shipped

with Signature Required

If Signature Required was purchased and a delivery issue occurs, Senchoju will cooperate with the shipping carrier during its investigation.

Any refund or replacement will be considered only after the carrier has completed its investigation and determined that the shipment was not successfully delivered due to carrier error.

🎥 Unboxing Video Requirement

To process any claim involving missing, incorrect, or incomplete items, a full unboxing video is required.

The video must:

• Show the unopened package before opening.
• Clearly display the shipping label.
• Capture the entire unboxing process in one continuous, unedited recording.
• Clearly show all contents inside the package.

Claims submitted without a qualifying unboxing video cannot be approved.

🧴 Food Safety Notice

For food safety and hygiene reasons, we cannot accept returns or exchanges for:

• Opened matcha
• Opened tea products
• Any consumable product once opened

This applies even if the product has only been partially used.

🛍️ Final Sale Items

The following items are final sale and cannot be returned or exchanged:

• Promotional products
• Clearance items
• Free gifts
• Gift cards (if applicable)

📩 Need Help?

If you have questions about your order or believe your situation requires special consideration, please contact us at info@senchoju.com.

We review every request individually and will always do our best to provide a fair resolution within the terms of this policy.