Refund policy
Return & Refund Policy
At Kisshomori, we take great care in preparing and shipping every order.
Because our matcha and tea products are sealed, food-grade items, we maintain a strict no-return policy to ensure quality and safety.
1. Order Cancellation
- Orders can be cancelled only before shipping.
- Once marked as “fulfilled” or “shipped,” the order can no longer be cancelled.
2. Returns & Exchanges
- We do not accept returns or exchanges once an item has been delivered, except if the wrong item was sent or the package arrived damaged.
- Due to food safety standards, returned items cannot be restocked.
3. Wrong or Damaged Items
- If your package arrives damaged or incorrect, please contact us within 48 hours of delivery.
-
You must provide an unedited opening video showing:
- The sealed package before being opened; and
-
The visible issue inside the package.
- Claims without full video evidence cannot be processed.
- Once verified, we will offer either a replacement or a refund for the affected item.
4. Lost or Missing Packages
- All Kisshomori orders are shipped with tracking.
- Once the tracking shows “Delivered”, the order is considered completed.
- If you believe your package was not received despite showing as “Delivered,” please contact us within 7 days of the delivery date for inspection.
- We will open an internal review and carrier inquiry. If confirmed lost after investigation, we may issue a one-time goodwill refund or replacement.
- Refunds will not be issued if the carrier confirms successful delivery to the correct address.
5. Refunds
- Approved refunds are sent back to your original payment method.
- Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider.
6. Support
If you experience any issue, please contact us at kisshomori@gmail.com.
We handle each case with fairness and understanding.