Refund Policy

Refund & Return Policy

Last updated: April 2026

At Japan Green Tea, we sell two types of products: tea (perishable food) and tea ware (durable goods). Different return rules apply to each, for food safety reasons. This policy works alongside your rights under Australian Consumer Law.

1. Return window

You have 30 days from the date you receive your order to request a return.

2. What can be returned

Tea (loose leaf, tea bags, matcha):

• ✅ Must be unopened, with the original heat-seal or vacuum seal intact
• ❌ Once opened, tea cannot be returned for health and food safety reasons
• ❌ Sale items and gift cards cannot be returned

Tea ware (cups, teapots, whisks, accessories):

• ✅ Must be unused, unwashed, and in original packaging
• ✅ Proof of purchase (order number or receipt) required

3. How to start a return

1. Email info@japangreentea.com.au with your order number and reason for return — before sending anything back
2. We will reply within 2 business days to confirm if your return is accepted
3. If accepted, post the item to:

Japan Green Tea PO Box 1155 West Leederville WA 6901 Australia

Important: Items sent back without first contacting us will not be accepted.

4. Return shipping costs

The customer is responsible for return shipping costs. We recommend using a tracked service (such as Australia Post tracked) — we cannot process refunds for items lost in return transit. Original shipping costs are non-refundable.

5. Damaged or wrong items (your ACL rights)

Please inspect your order as soon as it arrives. Contact us within 48 hours if:

• A teapot, cup or accessory arrives broken
• Tea packaging is damaged or seal is compromised
• You received the wrong item

Send us photos of the damage and the packaging. Under Australian Consumer Law, you are entitled to a replacement or refund for items that arrive damaged, defective, or not as described — and we will cover return shipping in these cases.

6. Refunds

Once we receive and inspect your return, we will email you to confirm whether the refund is approved. If approved, the refund goes back to your original payment method within 10 business days.

Please note: your bank or credit card provider may take additional days to post the refund. If more than 15 business days have passed since we approved your refund and you still haven't received it, please contact us.

7. Exchanges

The fastest way to get a different product is to:

1. Return the original item (following the steps above)
2. Place a new order for the item you want

This is faster than a direct exchange.

8. Questions?

Email info@japangreentea.com.au — we typically reply within 1 business day.