Refund policy

Thank you for shopping at Rakuzan Kagurazaka. This policy explains when and how returns and refunds may be processed.

General policy

For food safety reasons and to comply with import regulations, opened or unsealed products cannot be returned or exchanged.

As matcha is a food product, we are also unable to accept returns or exchanges for reasons of personal preference or change of mind.

We carefully inspect every order before dispatch to ensure quality.

Damaged, incorrect, defective, or missing items

If your order arrives damaged, incorrect, defective, or missing any items, please contact us within 10 days of delivery with the following information:

  • Your order number
  • A description of the issue (e.g., crushed tin, wrong item, defective item, or missing item)
  • Photos of the damaged item and the outer packaging

You can reach us via the Contact form on this website.

We will review the issue and, where appropriate, arrange one of the following depending on the circumstances and availability:

  • A replacement shipment at no additional cost, or
  • A full or partial refund to your original payment method, or
  • Another reasonable solution

Refund processing time

Approved refunds are issued to the original payment method within 5–10 business days of resolution. Depending on your bank or card issuer, it may take an additional few days for the funds to appear on your statement.

Currency conversion

If you paid in a currency other than JPY, your refund will be issued in JPY. Currency conversion is handled by your card issuer at their prevailing exchange rate, which may differ slightly from the rate at the time of purchase.

Customs duties and shipping fees

Customs duties, import taxes, carrier fees, and other charges paid to local authorities or third parties are not refundable by us. Shipping fees paid at checkout may also be non-refundable once shipping arrangements have been made or the order has been dispatched.

To reduce the risk of import GST being charged at the border, we limit each order value to ¥45,000. However, customs duties, GST, import taxes, or other charges may still apply depending on Singapore regulations, exchange rates, the shipment's CIF value, and customs assessment.

Cancellations

Cancellation requests may be accommodated before dispatch, provided that order processing has not advanced too far. Please contact us as soon as possible if you wish to cancel your order.

Once an order has been shipped, it cannot be cancelled. If there is an issue with the received order, please refer to the damaged, incorrect, defective, or missing item process above.

Questions

For any return or refund questions, please use our Contact form. We typically respond within 1–2 business days.

See also our Shipping Policy and Terms of Service.

— Last updated: 2026-06-14