Refund policy
Loop Matcha Tokyo — Return Policy
We want you to fully experience the quality of our matcha. We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Eligibility for a Return
Because matcha is a consumable product, specific conditions apply to maintain safety and quality standards:
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The item must be in its original, unopened packaging with the safety seal completely intact.
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The item must be unused and in the same condition that you received it.
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You will need the receipt or proof of purchase.
How to Start a Return
To initiate a return, please contact us at info@loopmatcha.tokyo.
Important Note on Return Shipping: Because our orders are fulfilled through a dynamic network of fulfillment centers, do not mail your package back to our corporate office or the original shipping address.
If your return is accepted, we will email you:
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A specific Return Shipping Label with the designated fulfillment center address.
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A Return Authorization Slip. This barcode must be printed and placed inside your return package so our team can scan and verify your return.
Items sent back to us without first requesting a return and obtaining the proper authorization slip will not be accepted or refunded.
Damages, Defects, and Order Issues
Please inspect your order upon arrival. Contact us immediately at info@loopmatcha.tokyo if the packaging is compromised, damaged during transit, or if you received the wrong item, so that we can evaluate the issue and make it right straight away.
Non-Returnable Items
We cannot accept returns on opened matcha tins/pouches, sale items, or gift cards. If you are unsatisfied with the flavor profile of an opened product, please reach out to our support team directly so we can find an alternative way to assist you.
Exchanges
The fastest way to ensure you get what you want is to return the unopened item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once the fulfillment center has received and inspected your return package to verify the seal is intact. Once approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund as well.
If more than 15 business days have passed since we approved your return, please follow up with us at info@loopmatcha.tokyo.