Refund policy

Return & Refund Policy – Kisshomori

At Kisshomori, we are committed to providing authentic Japanese matcha, tea, and tea-related products while maintaining a fair and transparent shopping experience.

Please review this Return & Refund Policy before placing your order.

✅ Return Eligibility

Due to the nature of our products, including food, consumables, and personal-use tea accessories, returns are generally accepted only when:

  • You received a damaged or defective item.

  • You received an incorrect item.

  • You contact us within 3 days of delivery.

  • Your return request is approved by Kisshomori.

To request assistance, please email kisshomori@gmail.com with:

  • Your order number

  • Clear photos of the item and packaging

  • A brief description of the issue

  • Any additional documentation reasonably required to review the claim

Returns sent without prior authorization may not be accepted or refunded.

Returns for change of mind or ordering the wrong product are generally not accepted.

If Kisshomori exceptionally approves such a return, the product must be unopened, unused, and in its original condition. The customer is responsible for return shipping costs and any applicable restocking fee disclosed before the return is authorized.

💳 Refunds & Replacements

Refunds or replacements may be approved when:

  • An item arrives damaged or defective.

  • You receive the wrong product.

  • An item is missing from your shipment and sufficient supporting documentation is provided.

  • Available evidence confirms a fulfillment or delivery error attributable to Kisshomori or the carrier.

The following are generally not eligible for refund or replacement:

  • Change of mind.

  • Ordering the wrong product.

  • Returns sent without authorization.

  • Opened matcha, tea, or other consumable products.

  • Loss or theft occurring after a valid carrier-confirmed delivery when Standard Shipping — No Signature was selected.

  • Claims that cannot be reasonably verified based on the available documentation.

If a refund is approved, it will be issued to the original payment method.

Processing and posting times may vary depending on the payment provider or financial institution.

📦 Delivered Packages & Shipping Method

Standard Shipping — No Signature

Standard Shipping — No Signature does not include recipient signature confirmation.

By selecting this shipping method, you acknowledge that the carrier may complete delivery without obtaining your signature.

After a valid carrier-confirmed delivery to the shipping address or an authorized delivery location, Kisshomori does not provide refunds, replacements, or store credit for loss or theft occurring after delivery.

This may include:

  • Porch theft

  • Apartment or condominium lobby theft

  • Mailroom theft

  • Packages taken by another person after delivery

  • Packages successfully delivered to the correct location that later become unavailable

This does not apply where available evidence indicates that the shipment was delivered to an incorrect location, was not actually delivered, or another carrier delivery error occurred.

For higher-value orders, apartments, condominiums, shared buildings, offices, or locations where packages may be left unattended, we strongly recommend selecting Protected Shipping — Signature Required where available.

Protected Shipping — Signature Required

Protected Shipping — Signature Required includes signature confirmation according to the carrier's applicable delivery procedures.

Signature confirmation provides additional delivery verification and evidence of hand-off but does not constitute insurance or a guarantee against every possible shipping or delivery issue.

If a delivery dispute occurs, Kisshomori may review:

  • Carrier tracking

  • Signature confirmation

  • Proof of delivery

  • Delivery photographs, where available

  • Carrier delivery information

  • Carrier investigation results

  • Other relevant supporting documentation

Any refund or replacement will be considered based on the circumstances of the shipment, available evidence, carrier findings, and applicable law.

🎥 Claims & Unboxing Documentation

Supporting documentation may be required for claims involving:

  • Missing items

  • Incorrect items

  • Damaged items

  • Incomplete orders

  • Evidence of package tampering

For missing or incomplete contents, a complete unboxing video is strongly recommended and may be required to verify the claim.

Where an unboxing video is provided, it should:

  • Begin before the package is opened.

  • Clearly show the unopened package.

  • Clearly show the shipping label.

  • Show the exterior condition of the package.

  • Show any visible damage or tampering before opening.

  • Record the opening process continuously without editing.

  • Clearly show all items removed from the package.

For damaged or incorrect items, Kisshomori may also accept or request clear photographs of:

  • The product

  • Shipping packaging

  • Interior packaging

  • Shipping label

  • Visible damage

Claims that cannot be reasonably verified may be denied, subject to applicable law.

Please retain all original packaging until your claim has been resolved.

🍵 Food Safety & Consumable Products

For food safety, hygiene, and product integrity reasons, we cannot accept returns or exchanges for:

  • Opened matcha

  • Opened tea

  • Opened powdered tea products

  • Other consumable products once opened

This applies even if the product has only been partially used, except where otherwise required by applicable law.

Differences in personal taste, aroma preference, bitterness, sweetness, umami, roast level, or preparation preference are not considered product defects.

Natural variation between tea harvests, production lots, or agricultural batches may also occur and does not by itself constitute a defect.

📦 Product Packaging

Japanese tea and matcha products may use lightweight tins, paper boxes, foil packaging, or other manufacturer-specific packaging.

Minor cosmetic imperfections to outer packaging that do not affect the safety, seal, authenticity, contents, or usability of the product may not qualify as product damage.

Claims involving significant packaging damage, broken seals, contamination, leakage, or damage affecting the product itself will be reviewed individually.

🛍️ Limited, Promotional & Final Sale Items

The following items are final sale unless damaged, defective, incorrect, or otherwise required by applicable law:

  • Clearance products

  • Promotional products

  • Free gifts

  • Gift cards, where applicable

  • Products specifically identified as Final Sale

Limited availability or sold-out status does not guarantee that a replacement will be available.

If an approved replacement is unavailable, Kisshomori may provide another appropriate resolution, including a refund where applicable.

📍 Incorrect or Incomplete Address

Customers are responsible for providing a complete and accurate shipping address.

If incorrect or incomplete customer-provided information causes an order to be returned, delayed, or otherwise undeliverable, additional shipping charges may be required before reshipment.

Examples include:

  • Incorrect street address

  • Missing apartment or unit number

  • Incorrect postal or ZIP code

  • Refused delivery

  • Failure to collect a package held for pickup

  • Failure to respond to carrier delivery requirements

  • Failure to pay applicable customs or import charges

Original shipping charges and return or reshipping costs may be non-refundable where permitted by applicable law.

If Kisshomori or the carrier caused the addressing or delivery error, the matter will be reviewed separately.

🌎 International Orders

Customers outside Canada may be responsible for destination-country charges including:

  • Import duties

  • Customs fees

  • VAT or sales taxes

  • Brokerage or clearance fees

  • Other government-imposed charges

These charges are separate from amounts paid to Kisshomori unless checkout expressly states otherwise.

If a customer refuses a shipment because of applicable import charges, any refund will be determined after the shipment is returned and may be reduced by shipping, return, customs, brokerage, or other non-recoverable costs where permitted by applicable law.

⚠️ Fraud Prevention & Claim Review

Kisshomori reserves the right to investigate and deny claims that cannot be reasonably substantiated or that show evidence of fraud or abuse.

This may include claims involving:

  • False or misleading information

  • Altered or inconsistent documentation

  • Evidence of package or product tampering

  • Conflicting tracking or delivery information

  • Attempts to obtain duplicate refunds or compensation

  • Repeated unsupported claims

  • Other circumstances reasonably indicating fraudulent or abusive activity

Additional documentation may be requested when reasonably necessary to review a claim.

Each claim is reviewed based on its individual circumstances and available evidence.

⚖️ Consumer Rights

Nothing in this Return & Refund Policy excludes, restricts, or overrides any consumer right, statutory warranty, remedy, or other protection that cannot legally be waived or limited under applicable law.

📩 Need Help?

If you have questions about your order or believe your situation requires special consideration, please contact us at:

kisshomori@gmail.com

Please include:

  • Your order number

  • Relevant photographs or videos

  • Tracking information

  • Carrier communications

  • A brief description of the issue

We review each request individually and aim to provide a fair resolution consistent with this policy and the available order and shipping documentation.