Refund policy
We have 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, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at otooyangcreativestudios@gmail.com. Please note that returns will need to be sent to the following address: [7310 parkway dr apt 316 LA Mesa, CA 91942]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at otooyangcreativestudios@gmail.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the 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 a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at otooyangcreativestudios@gmail.com
Return & Refund Policy
Thank you for supporting Marah’s Matcha. As a small business importing and sourcing matcha from Japan in limited quantities, we carefully inspect and package every order before shipment.
Please review our policy before placing your order.
Returns & Exchanges
Due to the nature of food and beverage products, we do not accept returns or exchanges on opened products.
Unopened items may be eligible for return within 7 days of delivery if approved by our team first.
To qualify, items must:
- Be unopened and unused
- Be in original packaging
- Arrive back in resellable condition
Customers are responsible for return shipping costs unless the item arrived damaged or incorrect.
Damaged, Incorrect, or Missing Orders
If your order arrives damaged, incorrect, or incomplete, please contact us within 48 hours of delivery with:
- Your order number
- Photos of the product and packaging
- A brief explanation of the issue
If approved, we may offer a replacement, store credit, or refund depending on inventory availability.
Refunds
Approved refunds are issued back to the original payment method within 5–10 business days.
Shipping costs are non-refundable.
Order Cancellations
Orders are processed quickly due to limited inventory. Because of this, order cancellations or changes must be requested within 1 hour of purchase.
Once an order has shipped, we are unable to cancel it.
Shipping Disclaimer
Marah’s Matcha is not responsible for shipping delays, lost packages, or delivery issues caused by the shipping carrier or incorrect shipping information entered at checkout.
If a package is marked as delivered, customers must contact the carrier directly to open a claim.
Product Availability
Many of our products are imported in small batches from Japan and may have limited availability. Because of this, replacement items are not always guaranteed.
Contact Us
For questions regarding your order, please contact:
Email:otooyangcreativestudios@gmail.com
Thank you for supporting our small business and our love for authentic Japanese matcha. 💚