退款政策

At Tenkujima, we take care in preparing and packing every order. Because our products are food items, we can only accept returns under limited conditions for safety and quality reasons.

Returns

We accept returns only if the product is:

  • unused;
  • unopened;
  • in its original condition;
  • in its original packaging; and
  • returned within 7 days of the delivery date.

For Tenkujima products, “original packaging” includes the product container, any product seal or protective packaging, and the original shipping box or mailer. Because our shipping packaging uses a tear-open design, any shipping box or mailer that has been torn, opened, resealed, or visibly tampered with will not be considered original packaging.

To request a return, please contact us at:

support@tenku-jima.com

with your order number and reason for the return.

Returns must be approved by Tenkujima before they are sent back. Items returned without prior authorization may not be accepted.

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

Refunds

Once we receive your returned item, we will inspect it and notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process and post the refund.

Original shipping fees, if any, are non-refundable unless the return is due to an error on our part.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is damaged, defective, or incorrect, please contact us within 48 hours of delivery at:

support@tenku-jima.com

Please include:

  • your order number;
  • a description of the issue;
  • photos of the product;
  • photos of the packaging; and
  • photos of the shipping label.

We will review the issue and determine the appropriate resolution, which may include a replacement, store credit, or refund.

Please do not discard the product or packaging until we have completed our review.

Non-Returnable Items

For food safety and quality reasons, we cannot accept returns for products that have been opened, used, consumed, partially consumed, resealed, or removed from their original packaging.

We also cannot accept returns for:

  • sale items;
  • gift cards;
  • final sale items;
  • custom or special-order products;
  • items damaged after delivery due to improper storage or handling.

Matcha is sensitive to heat, moisture, light, and odor. We are unable to accept returns for products that have been stored improperly after delivery.

Exchanges

We do not offer direct exchanges at this time.

If your return is approved, the fastest way to receive a different item is to place a new order after your refund has been processed.

Cancellations

If you need to cancel an order, please contact us as soon as possible. We will do our best to accommodate cancellation requests before the order has been fulfilled.

Once an order has been processed, packed, or shipped, we may not be able to cancel it.

Lost or Stolen Packages

Tenkujima is not responsible for packages that are marked as delivered by the carrier but are lost, stolen, or missing after delivery.

If your package is marked as delivered but you cannot locate it, please first check with your household, building mailroom, front desk, neighbors, or local carrier.

If you believe there is an issue with the delivery, please contact us and we will do our best to assist you.

Contact

For return or refund questions, please contact:

support@tenku-jima.com