Refund policy

AOI Tea Company dba AOI Matcha

Last Updated: 2026

At AOI Tea Company dba AOI Matcha, we take great pride in the quality of our matcha and tea products. Each order is prepared with care and shipped from our facility under controlled conditions. Because matcha is a highly sensitive food product, this Return and Refund Policy has been established to protect product integrity and ensure safety for our customers.

Returns

AOI Tea Company dba AOI Matcha does not accept returns of any products, matcha or food-related items, even if the product is unopened and still in its original packaging. Matcha is sensitive to factors such as heat, humidity, transportation conditions, and storage environments. Once a package leaves our warehouse, we are unable to verify how it has been stored or handled. Therefore, we cannot accept any returned items. This policy ensures the safety, freshness, and quality of the matcha we provide.

Replacements

In certain circumstances, AOI Tea Company dba AOI Matcha may provide a replacement product. Any request for a replacement will be subject for review.

Replacements are considered situational for issues caused directly by AOI Tea Company dba AOI Matcha. This includes broken accessories, damaged items, or incorrect items shipped. Every order is reviewed by our warehouse team before shipping. Products are inspected for visible defects, including any signs of damage or compromised packaging. Each shipment is verified by multiple team members to ensure accuracy and condition. This process allows us to confirm that all items leave our facility in good condition at the time of dispatch.

If any damage is discovered upon receipt, you must notify us by email within the ten (10) calendar day reporting window and provide clear photographic evidence showing the damage from multiple angles. If reporting damage, please do not open or use the product until the review is completed. The images must demonstrate that the damage occurred during transit and was not caused after receipt by the customer. To request a review, please email your photos and order information via email. Please including your order number and a brief explanation of the issue. Our team will review the documentation and advise you on next steps.

Differences in flavor, color, texture, or foam are natural characteristics of matcha and are not considered defects.

Shipping and Responsibility

Once an order has left our warehouse and been handed to the shipping carrier, it is considered in transit. The order is considered fulfilled once the carrier marks it as "delivered "to the customer under a shipping terms per order. The customer is responsible for providing a correct and complete shipping address during checkout and for being available to receive the package at the delivery address. If a shipment is marked as “Delivered” by the shipping carrier, the order is considered completed. AOI Tea Company dba AOI Matcha is not responsible for loss, theft, or unattended packages after delivery confirmation, nor can refunds be provided due to customer travel plans, scheduling conflicts, or unavailability to receive the package after shipment.

If a shipment arrives later than the carrier’s estimated delivery window, the customer must contact the shipping carrier directly regarding the delivery schedule or estimated time of delivery. If a package appears damaged during transit, please contact the carrier. If submitting any damages to the product or items within the shipment to claims, you must contact AOI Tea Company dba AOI Matcha team within 10 days in writing or email and AOI team will review the information.

AOI Tea Company dba Aoi Matcha will process each shipment with the address provided. If any changes or updates are needed, please contact us.

Product Variation

Matcha is an agricultural product, and natural variation between harvests is expected. Although AOI Tea Company dba AOI Matcha adheres within our standard specifications for every production lot to ensure consistency, slight differences in color, aroma, and flavor may occur between batches. These differences are normal and reflect the characteristics of tea plants grown under varying seasonal and environmental conditions.

To preserve quality, matcha should be stored in an airtight container in a cool environment away from sunlight, odors, and heat sources. After opening, refrigeration is recommended to help maintain freshness, but the product should not be exposed to freezing temperatures or excessive heat. Matcha is highly sensitive to storage conditions, which is why timely inspection after delivery is important.

Products that have been stored improperly after delivery, including exposure to excessive heat, direct sunlight, odors, or improper refrigeration, are not eligible for replacement. Natural variation within specification is not considered a product defect and is not eligible for return or refund.

 

 

Contact Information

If you have any questions about this policy, please contact us at info@aoimatcha.com. We will be happy to assist you.

Wholesale customers, please contact us directly through our email at info@aoimatcha.com with your company name, sales order number, and the reason for your email. We will be happy to assist you.

Thank you for choosing AOI Tea Company dba AOI Matcha and supporting authentic, high-quality matcha.