At Imōto Tea, we are committed to providing products of exceptional quality. Every item is carefully inspected before shipment and should arrive free from defects. If you believe your product is defective, please contact us within 14 days of delivery and we will gladly replace it. 

RETURN & REFUND POLICY

We want you to be completely satisfied with your purchase, which is why we offer a 14-day return window from the date your order is received.

However, we cannot accept returns or issue refunds for any opened or partially consumed products.

This includes situations where the product does not meet personal taste preferences or expectations. Once opened, items cannot be returned or refunded due to factors such as flavour, aroma, colour, or general personal dislike.

Why Taste-Related Returns Cannot Be Accepted

This policy is standard in the food and beverage industry and helps maintain strict hygiene, safety, and product-integrity standards.

Matcha and tea are natural agricultural products influenced by climate, soil, harvest timing, and seasonal conditions. While we work diligently to ensure consistency, each harvest naturally reflects subtle variations. These differences are not defects—they are signs of authenticity, purity, and high-grade craftsmanship.

Much like fine wine, no two harvests are exactly alike, yet each batch remains natural, safe, and of the highest quality we can offer.

Change-of-Mind Returns

If you wish to return unopened items for reasons unrelated to defects (e.g., change of mind), return shipping costs will be your responsibility.

To initiate a return or discuss any concerns, please contact us within 14 days of delivery at admin@imototea.com.

When returning items, we strongly recommend using registered post and insuring the parcel. Imōto Tea is not responsible for lost, stolen, or damaged goods during return transit.

Please include your original order number with your return. Items sent without proper identification may be refused.

We reserve the right to refuse returns that show signs of use, tampering, or wear, or that do not meet the criteria listed above. Clearance and final-sale items are not eligible for return.

Refunds

Once your return is received and assessed, we will notify you of its approval or rejection within 1–3 business days.

If approved, your refund will be issued to the original payment method, minus original shipping costs.

Please allow 5–7 business days for your bank or financial institution to finalise the refund.

Order Cancellations

Orders may be cancelled within 24 hours of purchase. A 5% cancellation fee will apply to cover payment-processing and restocking costs. Refunds will be issued to the original payment method and may take 5–7 business days to appear.

To request a cancellation, please contact us promptly at admin@imototea.com.