Refund policy

Return & Refund Policy – Senchoju

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

✅ Return Eligibility

Due to the nature of our products, including food, consumables, and personal-use tea accessories, returns are generally accepted only when:

  • You received a damaged or defective item.

  • You received an incorrect item.

  • You contact us within 3 days of the delivery date.

  • Your return request is approved by Senchoju.

To request assistance, please email info@senchoju.com with:

  • Your order number

  • Clear photos of the item(s) and packaging

  • A brief description of the issue

  • Any additional documentation reasonably requested for the claim

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

Returns for change of mind or ordering the wrong product are generally not accepted. If Senchoju exceptionally approves such a return, the product must be unopened and unused, and the customer is responsible for return shipping and any restocking fee disclosed before the return is authorized.

💳 Refunds & Replacements

Refunds or replacements may be approved when:

  • An item arrives damaged or defective.

  • You receive the wrong product.

  • An item is missing from your shipment and sufficient supporting documentation is provided.

The following are generally not eligible for refund or replacement:

  • Change of mind.

  • Ordering the wrong product.

  • Returns sent without authorization.

  • Loss or theft occurring after a valid carrier-confirmed delivery when Standard Shipping — No Signature was selected.

  • Claims for which reasonably requested supporting documentation is not provided.

If a refund is approved, Senchoju will issue it to the original payment method. Processing and posting times may vary depending on the payment provider or financial institution.

📦 Shipping & Delivery Policy

Standard Shipping — No Signature

Standard Shipping — No Signature does not include signature confirmation.

By selecting this shipping method, you acknowledge that the carrier may complete delivery without obtaining a recipient signature.

If tracking confirms that the shipment was successfully delivered to the shipping address or an authorized delivery location, Senchoju does not provide refunds, replacements, or store credit for loss or theft occurring after that confirmed delivery.

This does not apply when available evidence indicates that the shipment was not actually delivered to the correct destination or when the carrier confirms a delivery error. Such cases will be reviewed based on the available tracking information, carrier investigation, and applicable requirements.

For higher-value orders and deliveries to apartments, condominiums, shared buildings, offices, or other locations where packages may be left unattended, we strongly recommend selecting Protected Shipping — Signature Required.

Protected Shipping — Signature Required

Protected Shipping — Signature Required includes signature confirmation where supported by the carrier and destination.

Signature confirmation provides additional delivery verification and proof of hand-off but does not constitute a guarantee against every possible shipping or delivery issue.

If a delivery issue occurs, Senchoju will cooperate with the carrier and review available tracking information, signature records, and investigation results.

Any refund or replacement will be considered based on the circumstances of the shipment, carrier findings, and applicable requirements.

PO Box Delivery — Canada Post

Orders addressed to a PO Box must use PO Box Delivery — Canada Post where this option is offered.

PO Box Delivery — Canada Post is a separate shipping service and should not be considered Protected Shipping — Signature Required unless Signature Required is specifically stated at checkout.

If a PO Box address is entered with an incompatible shipping method, Senchoju may contact the customer to request an alternative address, additional shipping payment, or another suitable delivery arrangement before the order is shipped.

🎥 Unboxing Video Requirement

For claims involving missing or incomplete contents, Senchoju may require a full unboxing video to verify the condition and contents of the shipment.

When requested, the video should:

  • Show the unopened package before opening.

  • Clearly display the shipping label.

  • Capture the entire opening process in one continuous, unedited recording.

  • Clearly show all items contained in the package.

Failure to provide reasonably requested documentation may limit our ability to approve a claim for missing or incomplete contents.

For damaged or incorrect products, clear photographs and other reasonable supporting documentation may also be accepted.

🧴 Food Safety Notice

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

  • Opened matcha.

  • Opened tea products.

  • Other consumable products once opened.

This applies even if the product has only been partially used, except where otherwise required by applicable law.

🛍️ Final Sale Items

The following items are final sale unless damaged, defective, incorrect, or otherwise required by applicable law:

  • Promotional products

  • Clearance items

  • Free gifts

  • Gift cards, where applicable

📩 Need Help?

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

We review claims individually and aim to provide a fair resolution consistent with this policy and the available shipping and order documentation.

Nothing in this policy limits any consumer rights that cannot legally be waived under applicable law.