Returns & Refunds Policy — Luna Matcha (U.S. Orders)

Effective: June 2026

Product Categories & Eligibility

Matcha (Food Products):

Due to food safety and health regulations, all matcha products, including retail and wholesale sizes, are strictly non-returnable and non-exchangeable once shipped.

Non-Food Items (including tea utensils, tea kits, and Japanese household goods):

Eligible for return only if all of the following conditions are met:

• Return request is submitted within 14 days of delivery.
• Item is unused, in original packaging, and includes all accessories.
• Item is not marked as Final Sale, Vintage, One-of-a-Kind, Custom, or Personalized.
• Customer obtains return authorization from Luna Matcha before shipping the item back.

Wholesale Orders:

All wholesale purchases are Final Sale. No returns, exchanges, refunds, or cancellations are accepted once the order has been submitted for production or processing.

Orders Marked "Delivered" but Not Received

Once a package is marked as "Delivered" by the carrier, the order is considered fulfilled and completed.

Luna Matcha is not responsible for packages that are lost, stolen, delayed, damaged, or missing after delivery has been confirmed by the carrier.

If your tracking shows "Delivered" but you cannot locate the package, we recommend that you:

• Verify the shipping address on your order confirmation.
• Check with household members, neighbors, building staff, parcel lockers, or mailrooms.
• Contact the carrier directly and request a delivery trace or missing package investigation.

While we may assist by providing available tracking information, Luna Matcha does not provide refunds, replacements, store credit, or compensation for packages confirmed as delivered by the carrier.

Packages Lost in Transit (Not Marked Delivered)

If tracking does not show "Delivered" and you believe your package may be lost, please first contact the carrier and submit any available service request or claim.

You may also contact Luna Matcha at info@lunamatcha.com so we can assist with the investigation process when appropriate.

If the carrier confirms that a package has been lost before delivery and tracking does not show "Delivered", Luna Matcha will review the case and may offer a replacement or refund at our discretion.

Damage or Incorrect Items

If your order arrives damaged or contains incorrect items, do not discard the product, packaging materials, or shipping box.

Claims cannot be reviewed if the original packaging or shipping materials have been discarded.

Customers must first contact the carrier and submit any available damage claim when applicable.

Please email info@lunamatcha.com with:

• Your order number
• Photos of the item received
• Photos of the packaging materials
• Photos of the outer shipping box
• Photos of the shipping label
• Carrier claim number (if applicable)

Reporting Deadlines:

• Retail Orders: Within 7 days of delivery.
• Wholesale Orders: Within 48 hours of delivery.

After review, Luna Matcha may provide a replacement, partial refund, full refund, or other resolution at our discretion.

Order Cancellations

Retail Orders:

Orders that have not yet shipped may be canceled for a full refund.

Wholesale Orders:

Wholesale orders cannot be canceled, modified, or refunded once submitted to the factory or production schedule.

Return Authorization Required (Non-Food Retail Items Only)

To request a return for an eligible non-food retail item, please contact:

info@lunamatcha.com

Please include:

• Order number
• Item(s) to be returned
• Reason for return
• Photos when applicable

Returns sent without prior authorization may be refused.

Approved returns should be mailed to:

Lune Noire
2003 Sawtelle Blvd
Los Angeles, CA 90025
Attention: Luna Matcha

Fees & Shipping (Non-Food Retail Items Only)

• Restocking Fee: 20% of the item price.
• Return Shipping: Customer responsibility unless the issue resulted from our error.
• Original Shipping Charges: Non-refundable unless the issue resulted from our error.
• Free Shipping Orders: If a return causes the original order value to fall below the free shipping threshold, actual outbound shipping costs may be deducted from the refund.

Incorrect Shipping Address

Customers are solely responsible for providing a complete and accurate shipping address.

Luna Matcha is not responsible for packages delivered to an incorrectly entered address.

Orders returned due to an incomplete or incorrect address may be reshipped at the customer's expense.

Anti-Fraud Measures

• We document product condition, packaging, and shipment details before dispatch.
• High-risk orders may require additional identity verification or signature confirmation.
• Fraudulent claims, including false non-delivery or staged damage claims, may be reported to payment processors, shipping carriers, fraud prevention services, and relevant authorities.

Refund Processing Time

Approved refunds are generally processed within 10 business days.

Bank and credit card processing times may vary and are outside our control.

Policy Updates

Luna Matcha reserves the right to modify this policy at any time.

Any updates become effective immediately upon posting on this page.

For questions regarding returns or refunds, please contact info@lunamatcha.com.