Return and Refund Policy

Last Updated: July 17, 2026

Our Return Policy

We take great care in preparing every order.

Because matcha is a consumable food product, we are only able to accept returns of items that are unused and unopened, in their original, sealed packaging.

Once a product has been opened or used, it can no longer be returned or refunded for hygiene and food-safety reasons.

Return Conditions

To be eligible for a return, the following conditions must all be met:

• Unused and unopened: The product must be in its original, sealed, unused condition. Any product that has been opened or used is not eligible for return or refund
• Original packaging: The item must be returned in its original packaging, intact and undamaged
• Full items only: Each returned item must be complete, with no missing or partially consumed contents
• Proof of purchase: Your order number must be included with the return

How to Request a Return

To request a return of an unused, unopened product:

1. Email us at hello@myjapanesegrandma.com before sending anything back
2. Include your order number and the email address used for your order
3. We'll confirm your eligibility and provide you with a return address
4. Ship the unopened product back to us (return shipping is at your expense)
5. Once we receive and inspect your return and confirm the product is unused and unopened, we'll process any applicable refund within 5-7 business days

Refunds, when applicable, 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 accepted, a return must be:

• Unused and unopened, in its original sealed packaging
• Returned within 14 days of your return request
• Accompanied by 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. Any product returned without prior authorization, or that arrives opened or used, will not be refunded.

What Is Not Returnable

The following are not eligible for return or refund:

• Any product that has been opened or used
• Products not in their original, sealed packaging
• Change-of-mind requests for opened items
• Products returned without prior authorization

Always Covered (All Orders)

Regardless of the return policy above, the following issues are always covered on any order:

• 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.

Subscription Orders

Subscription orders are not eligible for change-of-mind refunds. Unused, unopened products may be returned subject to the conditions above. For any subscription, 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.

International Orders

Returns of unused, unopened products from international orders are accepted subject to the same conditions.

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
• Return shipping: Paid by you for returns of unused, unopened products

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 return your unused, unopened item (if eligible) 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, it can only be returned if it remains unused and unopened.

Contact Us

If you have any questions about returns or refunds, 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.