Refund policy

Return and Refund Policy

Thank you for shopping at RINSUI 凜翠. We want you to be completely satisfied with your purchase. This policy outlines our procedures for returns, exchanges, damaged items, and refunds.

30-Day Return Window

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return:

The item must be in the same condition that you received it: unused, unopened, and in its original packaging (including sealed tins, pouches, accessories, or tags).
You must provide the receipt or proof of purchase.

Note on consumable products: For health and safety reasons, opened or used tea products (including matcha tins and pouches) cannot be returned unless they arrived damaged, defective, or incorrect.

How to Initiate a Return

Request a Return: Contact us at support@rinsuimatcha.com with your order number, proof of purchase, and the reason for your return.
Receive Return Label & Address: Once your return is approved by our support team, we will email you the designated return processing facility address (which is separate from our headquarters address), along with a return shipping label and detailed packing instructions.
Ship Your Package: Ship your return to the specific address provided in your approval email.

Important: Please do not ship returns to our primary office address without prior authorization. Items sent back to us without first requesting a return will not be accepted.

Return Shipping Fees and Restocking Fees

Defective, Damaged, or Incorrect Items: If the return is due to our error (e.g., damaged in transit or wrong item shipped), we will provide a prepaid return shipping label at no cost to you.
Change of Mind / Voluntary Returns: If you are returning an item for personal preference or change of mind, you will be responsible for the cost of return shipping.
Restocking Fees: We do not charge any restocking fees ($0) for returned items.

Damages, Defects, and Order Issues

Please inspect your order immediately upon receipt. If your item is defective, damaged, or if you received the wrong item, please contact us at support@rinsuimatcha.com within 7 days of delivery so that we can evaluate the issue and make it right via a replacement or full refund.

Exceptions and Non-Returnable Items

Certain types of items cannot be returned:

Opened or used perishable goods (such as tea, food, or beverage products).
Custom or personalized products (such as special gift sets or custom orders).
Digital gift cards.
Sale or clearance items (unless specified otherwise).

Please contact us if you have questions or concerns about a specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have following the return process above. Once your return is accepted, you can make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if 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 justification. As stated above, your item must be in the same condition that you received it: unused, unopened, in its original packaging, and accompanied by a receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return at our processing facility, and let you know if the refund was approved.

Approved Refunds: If approved, you will be automatically refunded on your original payment method within 10 business days.
Processing Time: Please remember it can take additional time for your bank or credit card company to process and post the refund to your statement.
Delayed Refunds: If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at support@rinsuimatcha.com.

Contact Us & Headquarters

If you have any questions regarding returns, refunds, or exchanges, please reach out to us:

RINSUI (凛翠)

Email: support@rinsuimatcha.com

Phone: 415.623.0192

Hours: Monday – Friday, 9:00 AM – 5:00 PM PST

Headquarters Address: 95 Third Street, San Francisco, CA 94103, USA