Koko's Matcha — Refund Policy

Effective Date: 5/26/26

We want you to love what you order. Because most of what we sell is food, this policy treats our matcha and other consumable products differently from our tea tools, accessories, and merchandise. Please read the section that applies to your item.

Consumable Products (Matcha and Other Food Items)

For food safety reasons, we are unable to accept returns or exchanges on opened matcha or any other consumable product. All sales of consumable items are final once they have shipped.

This does not affect your rights if something arrives wrong. If your matcha arrives damaged, defective, or you received the wrong item, please see Damages and Issues below — we will always make it right.

Tea Tools, Accessories, and Merchandise

We offer a 30-day return policy on non-consumable items (such as whisks, bowls, tins, and other accessories), which means you have 30 days after receiving your item to request a return.

To be eligible, your item must be unused, in its original condition and packaging, with any tags still attached. You'll also need your receipt or proof of purchase.

To start a return, contact us at support@kokosmatcha.com. If your return is accepted, we'll send you a return shipping label along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Shipping costs (both the original delivery and the return shipping) will be deducted from your refund, along with the cost of any consumable items that cannot be returned.

You can always reach us with any return question at support@kokosmatcha.com.

Where We Ship Returns From

We are only able to accept returns for orders shipped within the USA. We are unable to provide returns for goods shipped outside of the USA, except as required under the European Union cooling-off period described below.

Damages and Issues

Please inspect your order as soon as it arrives and contact us immediately if any item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

In addition to opened consumable products, certain items cannot be returned, including custom or personalized products, special orders, and personal care goods. We also cannot accept returns of sale items or gift cards. Please get in touch if you have questions about your specific item.

Exchanges

The fastest way to get what you want is to request a return for your eligible item and, once the return is accepted, place a separate order for the new item.

European Union 14-Day Cooling-Off Period

If your order is being shipped into the European Union, you have the right to cancel or return it within 14 days, for any reason and without justification. As above, the item must be returned unused and in its original condition and packaging, with any tags attached, along with your receipt or proof of purchase. Please note that this right does not apply to food or other perishable goods.

Refunds

We will notify you once we've received and inspected your return and let you know whether the refund was approved. If approved, you'll be refunded to your original payment method within 10 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return and you have not received it, please contact us at support@kokosmatcha.com.