Refund policy

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

Effective: May 2026

  1. Product Categories & Eligibility

    Matcha (Food):
    Due to health and safety regulations, all matcha products (including bulk wholesale and retail sizes) are strictly non-returnable and non-exchangeable.

    Non-Food Items (e.g., tea kits, utensils, Japanese household goods):
    Eligible for return if all of the following conditions are met:

    • Requested within 14 days of delivery,
    • Unused, in original packaging, and with all accessories included,
    • Subject to a 20% restocking fee (see “Fees & Shipping” for details), and
    • Return shipping cost is the customer’s responsibility unless the issue is due to our error.

    Non-Returnable:
    One-of-a-kind / vintage items, items marked Final Sale, and custom / personalized items.

    [Wholesale Orders]:
    All wholesale purchases are Final Sale. No returns, exchanges, or refunds are accepted for wholesale accounts under any circumstances once the order has been processed.

  2. Orders Marked “Delivered” but Not Received (Carrier Claims Required)

    When the carrier marks a package as Delivered, responsibility for the package transfers to the customer at the address provided at checkout.

    If your tracking shows "Delivered" but you cannot locate the package, both the customer and Luna Matcha must take action to investigate.

    Step 1: Customer Action (Required First)

    Before contacting us, you must immediately initiate a formal inquiry with the carrier:

    • Verify the shipping address on your order confirmation.
    • Check with household members, building staff, or neighbors.
    • File a formal Missing Package Claim / Delivery Trace with the carrier (UPS, USPS, FedEx, etc.) immediately. The carrier will issue you a Claim Number.

    Step 2: Reporting to Luna Matcha

    Claims of “delivered but not received” must be reported to us via email at info@lunamatcha.com within the following timeframes, providing your valid Carrier Claim Number:

    • Retail Orders: Must be reported within 48 hours of the carrier’s delivery timestamp.
    • Wholesale Orders: Must be reported within 48 hours of the carrier’s delivery timestamp.

    *Claims reported without a Carrier Claim Number or after the 48-hour window are not eligible for replacement, store credit, or refund, as carriers strictly limit investigation windows.

    Package Theft & Compensation

    If the carrier's investigation concludes that the package was successfully delivered to the correct address but was subsequently stolen, Luna Matcha will assist as a gesture of goodwill under the following terms:

    • Retail Orders: If reported within 48 hours with a police report or carrier denial letter, we may issue a one-time courtesy refund of up to $50 or 50% of the total item price (whichever is higher), excluding tax and shipping. This is a one-time goodwill accommodation. Subsequent theft claims tied to the same address or account will be denied.
    • Wholesale Orders: Luna Matcha is not liable for package theft occurring after a confirmed delivery. Wholesale buyers are strongly encouraged to utilize secure delivery addresses or require signature confirmation.

  3. Damage or Incorrect Items (Carrier Claims Required)

    If your order arrives damaged or contains incorrect items, do not discard the product, packaging, or shipping box. If the items or original packaging are discarded, we cannot verify the claim and cannot issue compensation.

    Step 1: File a Damage Claim with the Carrier

    Because damage occurs during transit, the customer must first submit a Damage Claim directly to the carrier (e.g., UPS, USPS) to initiate the insurance inspection process. The carrier will provide a Damage Claim Number.

    Step 2: Submit Documentation to Us

    Contact us within the required timeframe with your Order Number, Carrier Damage Claim Number, and clear photographic/video evidence of:

    • The damaged item/product,
    • The interior packaging materials and outer shipping box, and
    • The shipping label clearly showing the tracking number.

    Reporting Timeframes:

    • Retail Orders: Must be reported within 7 days of delivery.
    • Wholesale Orders: Due to the perishable nature of bulk tea, all damage or discrepancies must be reported within 48 hours of delivery.

    Once both the carrier claim and our internal review are processed, we will coordinate with the carrier to determine the appropriate resolution (replacement, carrier-reimbursed refund, or repair).

  4. Refunds & Cancellations

    • Before Shipment (Retail): Retail orders that have not yet been processed or shipped are eligible for full cancellation and refund.
    • Before Shipment (Wholesale): Wholesale orders cannot be canceled, modified, or refunded once the consolidated bulk order has been submitted to the factory in Japan.
    • After Delivery: Refunds for eligible non-food retail items are processed only after we receive, inspect, and approve the returned item at our warehouse.

  5. Return Approval Required (Non-Food Retail Only)

    To start a return or exchange for eligible non-food retail items, email: info@lunamatcha.com

    Please include your Order Number, items to return, and the reason for return (with photos if applicable). Returns sent without prior approval may be refused.

    Approved returns must be sent to:

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

  6. Fees & Shipping (Non-Food Retail Only)

    • Restocking Fee: A 20% fee applies to eligible non-food returns (waived if due to our error) to cover inspection and handling. Taxes are non-refundable, as those costs are remitted to the state at the time of purchase.
    • Return Shipping: The customer is responsible for return shipping costs unless the return is due to our error.
    • Original Shipping Fees: Non-refundable unless the issue is due to our error.
    • Free-Shipping Threshold: If a return reduces the original order value below the $50 free-shipping threshold, the standard shipping cost will be deducted from your final refund.

  7. Anti-Fraud Measures

    • We document and log product conditions (including lot numbers and packaging weight) prior to dispatch.
    • High-risk orders may require additional identity or address verification before shipment.
    • In cases of suspected fraudulent claims (including false "not received" or staged damage claims), we will share details with payment processors, carrier fraud divisions, and relevant e-commerce security networks.

  8. Refund Processing Time

    Once an approved return or carrier-approved claim is finalized, refunds typically take up to 10 business days to process. Bank and credit card posting times may vary.

  9. Policy Updates

    Luna Matcha reserves the right to revise this policy at any time. All changes take effect immediately upon posting to this page.