Refund policy

Return & Refund Policy

Last updated: December 2025

🕒 30-Day Return Window

You have 30 days from the date of delivery to request a return for eligible items.

✅ Eligibility Requirements

To be eligible, your item must be:

In the same condition as received (unused, unworn, undamaged)
With all original packaging, tags, and accessories
Accompanied by proof of purchase (order number or receipt)

🔍 Note on Natural Materials: Our bamboo matcha utensils (e.g., chasen, chashaku, chawan) are 100% handmade from natural, chemical-free bamboo. Minor variations in grain, color, or texture are inherent to the craft and do not constitute defects.

📦 How to Start a Return

Email us at info@zenrcmatcha.com with your order number and reason for return.
We’ll review and, if approved, send a return authorization (RA) number + shipping instructions.
Do not ship items back without prior approval — returns sent unsolicited will be refused.

📧 Return Address (for pre-authorized returns only):

Changsha Banbo Bamboo and Wood Co., Ltd
Attn: Returns Department
Room 301, Building 2, Daohe Homestead
Hongqi Road, Furong District
Changsha, Hunan 410005
China

⚠️ Non-Returnable Items

The following items cannot be returned, per safety, hygiene, or customization reasons:

▶Customized Products

Laser-engraved logo on chasen stand or chawan
Custom-colored bases (e.g., pink, mint, white)
Branded packaging (e.g., printed gift boxes, sleeve boxes)

Made-to-order; not resalable.

▶Battery-Powered Devices

Chasen Companion Machine (battery or USB-C version)
Any item with built-in or removable lithium-ion battery

Safety & shipping regulations: Lithium batteries (UN3480/3481) are classified as dangerous goods. International return shipping is prohibited without special certification.

💡 Defective battery-powered items?
If your Chasen Companion Machine arrives damaged or malfunctions, do NOT return it. Contact us immediately — we’ll arrange a replacement or full refund after verification.

▶Sale Items & Gift Cards

All discounted/sale products (e.g., “-30%”, “Clearance”)
Gift cards or digital vouchers

These are final sale items per our store policy.

🇪🇺 EU Customers: 14-Day Cooling-Off Period

Pursuant to EU Directive 2011/83/EU, if your order is delivered to an EU country, you have the right to withdraw from the contract within 14 days without giving any reason.

The item must still be unused, in original packaging, with proof of purchase.
For non-defective items: Return shipping costs are borne by the customer.
For defective/damaged/wrong-item returns: We cover the return shipping cost — please contact us first for authorization.

🔄 Exchanges

The fastest way to get a new item is to:

Return the original (if eligible)
Once approved, place a new order for your desired product

We do not process direct exchanges to ensure accurate inventory and customization control.

💰 Refunds

After receiving and inspecting your return, we’ll notify you of approval/rejection.
Approved refunds are processed to your original payment method within 10 business days.
Please allow 3–7 additional days for your bank or card issuer to post the credit.
If >15 business days have passed since approval and you haven’t received the refund, contact info@zenrcmatcha.com.