We are committed to ensuring you enjoy a smooth experience with Senchoju. If you have any issues with your order, please review our return and refund guidelines below.
✅ Return Eligibility
Due to the nature of our products (consumables and personal-use items like matcha and tea accessories), we do not accept returns unless:
- The item arrives damaged, defective, or incorrect
- You notify us within 3 days of delivery
To request a return or exchange, please email us at info@senchoju.com with your order number, clear photos of the product, and a brief description of the issue.
Returns must be pre-approved by our team. Unsolicited returns will not be accepted or refunded.
If your return request is approved but the issue is not due to a fault on our end (e.g. change of mind, ordered the wrong item, etc.), you will be responsible for the return shipping costs and any applicable restocking fee.
💳 Refunds
Refunds may be issued in the following situations:
- Damaged or incorrect item: Full refund or replacement
- Missing item in package: Refund or resend, but only if a full unboxing video is provided showing the unopened package being opened in one continuous shot
- Package marked as “Delivered” but not received: we will reship or refund one time only, after carrier investigation is completed
- Change of mind: Not eligible for refund
- Returned without approval: Not eligible for refund
Refunds (if approved) are processed to your original payment method within 5–7 business days.
📬 Lost or Stolen Packages
All orders include delivery protection.
- Lost packages: Eligible for one-time reshipment per customer. Please contact us within 24 hours of the “Delivered” scan.
- Missing items: Must be supported by a full unboxing video showing the sealed package, visible shipping label, and continuous unboxing.
- Claims without video cannot be processed.
If your case falls outside of these conditions, feel free to contact us — we’ll do our best to support you.
🎥 Important: To process any claim for missing or incomplete items, a full unboxing video is required.
This video must clearly show the unopened package, the shipping label, and the entire unboxing process in a single, uninterrupted recording.
🧴 Food Safety Notice
For safety and hygiene reasons, we cannot accept returns or exchanges for matcha or any opened tea items, even if unused.
🛍️ Final Sale Items
Promotional items, free gifts, or clearance products are final sale and cannot be returned or exchanged.
📩 Need Help?
If you have any concerns or believe your situation is unique, feel free to contact us at info@senchoju.com. We handle each case with care.
