Refund policy

Returns & Eligibility We have a 14-day return policy for non-perishable merchandise (such as teaware and accessories), which means you have 14 days after receiving your item to request a return. For strict food safety and quality control reasons, all perishable goods, including matcha and loose leaf teas, are final sale and ineligible for standard returns.

To be eligible for a return on qualifying non-perishable items, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase. We do not honor exchanges or refunds for issues related to personal preference (e.g., the expiration date was sooner than expected).

To start a return, you can contact us at info@nishizawa-en.com. If your return is accepted, we will provide you with a return shipping label and instructions on how and where to send your package. Please note that the cost of the return shipping label will be deducted from your final refund amount, as customers are responsible for all return shipping costs. Items sent back to us without first requesting a return will not be accepted.

Standard Returns & Store Credit We will notify you once we have received and inspected your qualifying returned item to inform you if your return has been approved. If approved, your refund will be issued in the form of store credit, which will be credited directly to your customer account. We do not issue cash refunds or return funds to the original payment method for standard voluntary returns.

If your original order qualified for free or subsidized shipping, the actual outbound shipping costs incurred by Nishizawa En will be deducted from your final store credit balance. Furthermore, if you paid for shipping at checkout, the original shipping fee is non-refundable. If you do not receive your store credit email within 3 business days of your return approval, please contact us at info@nishizawa-en.com.

Exceptions / Non-Returnable Items Certain types of items cannot be returned, specifically perishable goods (such as food and teas), and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Order Modifications & Cancellations To ensure prompt delivery, orders are routed for fulfillment immediately upon checkout. If you need to cancel, modify, or change the shipping address on your order, please contact customer support as soon as possible. While we are occasionally able to accommodate requests that are received before packing begins, we cannot guarantee that an order can be intercepted or altered.

Please be advised that submitting a request to customer support does not automatically pause fulfillment operations. If your order is dispatched before our team can process your cancellation or modification request, the transaction remains binding. Unprocessed requests, regardless of how quickly they are submitted after checkout, do not invalidate the order or entitle you to a cancellation refund.

Incorrect Addresses & Return to Sender Customers are solely responsible for verifying the accuracy of their shipping information prior to completing a purchase. If a package is returned to our facility designated as "Return to Sender," or is otherwise undeliverable due to an incorrect address, an incomplete address, failure to claim the package, or refusal of delivery, the original shipping fee is strictly non-refundable.

Upon successful receipt and inspection of the returned package at our facility, a refund will be issued to the original payment method for the cost of the items only. This non-refundable shipping policy applies unconditionally to all transactions, regardless of whether the customer paid for shipping at checkout or the order qualified for a free shipping promotion. If your order qualified for free or subsidized shipping, the actual outbound shipping costs incurred by Nishizawa En will be deducted from your final item refund amount. Should you still wish to receive the items, a new order must be placed with the correct address.

Damages and Issues Once your package is handed to the shipping carrier, responsibility for it transfers to them. We are not liable for lost, mis-delivered, stolen, delayed, or damaged items, such as dented tins during transit. For any delivery issues, please contact the carrier directly. We are happy to provide tracking details and assist where possible, but final responsibility rests with the shipping provider.

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item if available.

European Union 14-Day Cooling-Off Period Notwithstanding the above, if the non-perishable merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase and will be responsible for the cost of returning. (Note: EU distance selling laws strictly exempt perishable food items from this cooling-off period).