Refund policy

Return and Refund Policy

Last Updated: January 16, 2026

Our 60-Day Money-Back Guarantee

We stand behind our matcha 100%.

If you're not completely satisfied with your first order, we'll give you a full refund within 60 days of delivery. No questions asked.

We want you to try our ceremonial-grade matcha with complete peace of mind. If it's not for you, we'll make it right.

Guarantee Conditions

To keep this guarantee sustainable and fair for everyone, the following conditions apply:

  • First order only: The 60-day money-back guarantee applies to your first purchase with us
  • Return required: To receive a refund, you must return the product (opened or unopened) to us
  • One refund per customer: Each customer is eligible for one guarantee refund per 12-month period
  • Full order return: For a full refund, all items from your order must be returned

How to Request a Refund

To request a refund under our 60-day guarantee:

  1. Email us at hello@myjapanesegrandma.com within 60 days of delivery
  2. Include your order number and the email address used for your order
  3. We'll provide you with a return address
  4. Ship the product back to us (return shipping is at your expense)
  5. Once we receive your return, we'll process your refund within 5-7 business days

Refunds are issued to the original payment method. Depending on your bank or credit card company, it may take an additional 5-10 business days for the refund to appear on your statement.

Return Requirements

To be eligible for a refund:

  • The product must be returned (opened or unopened)
  • All items from your order must be included for a full refund
  • Products must be returned within 14 days of your refund request
  • Please include your order number inside the package

Return Address

We will provide you with the return address when you contact us. Please do not ship returns without first contacting us, as the return address may vary.

What's Covered

60-Day Guarantee (First Order Only)

  • You tried our matcha and didn't love it
  • The product didn't meet your expectations
  • You changed your mind

Always Covered (All Orders)

The following issues are covered on any order, not just your first:

  • Damaged products (arrived broken, leaking, or compromised)
  • Defective products
  • Wrong item shipped
  • Order never arrived (lost in transit)

For damaged, defective, wrong, or lost orders, please contact us as soon as possible and include photos if applicable. In these cases, no return is required — we'll send a replacement or issue a refund immediately.

Subscription Orders

The 60-day money-back guarantee applies to your first subscription order only.

Subsequent subscription orders are not eligible for change-of-mind refunds. However, you can:

  • Cancel your subscription at any time before the next renewal
  • Skip a delivery if you have too much product
  • Pause your subscription temporarily

Manage your subscription through your account dashboard or here if you're having trouble logging in.

See our Purchase Option Cancellation Policy for more details.

Note: If a subscription order arrives damaged, defective, or is lost in transit, you are always eligible for a replacement or refund regardless of which order it is.

Partial Orders and Bundles

For a full refund, all items from your order must be returned.

If you wish to return only some items from a bundle or multi-item order, you may be eligible for a partial refund based on the items returned. Please contact us to discuss your options.

International Orders

Our 60-day money-back guarantee applies to international orders as well, subject to the same conditions (first order, return required).

Please note:

  • Return shipping costs are your responsibility
  • We cannot refund customs duties, import taxes, or fees charged by your country
  • We recommend using a tracked shipping service for returns

Shipping Costs

  • Original shipping: Non-refundable for change-of-mind returns
  • Return shipping: Paid by you for change-of-mind returns

We will refund original shipping costs and cover return shipping only if:

  • The product arrived damaged or defective
  • We shipped the wrong item
  • The order never arrived

Exchanges

We don't offer direct exchanges at this time. If you'd like a different product, please request a refund for your original order and place a new order for the item you prefer.

Order Cancellation

If you need to cancel an order before it ships, please contact us as soon as possible at hello@myjapanesegrandma.com.

We process orders quickly, so we can't guarantee cancellation, but we'll do our best. If your order has already shipped, you can return it for a refund once it arrives.

What's Not Eligible for Refund

  • Second or subsequent orders (unless damaged, defective, or lost)
  • Refund requests made more than 60 days after delivery
  • Returns without the product
  • Customers who have already received a guarantee refund in the past 12 months
  • Customs duties, import taxes, or fees

Contact Us

If you have any questions about returns or refunds, or if you'd like to request a refund, please contact us:

Email: hello@myjapanesegrandma.com

Digital Edamon Ltd
Company Number: 10704666
10 Coldbath Square
London, EC1R 5HL
United Kingdom

We aim to respond to all inquiries within 24-48 business hours.