We offer a 30-day return window from the date your order is delivered.
To be eligible for a return, items must be:
Unused and in original packaging
In the same condition as received
Accompanied by proof of purchase
To request a return, please email hello@yamadachaya.co.nz.
Returns must be approved before sending. Items sent without approval will not be accepted.
Return address:
Yamada Chaya Limited
9A Turehu Street, New Plymouth, 4312, New Zealand
Due to the nature of our products, we do not accept returns or refunds for:
Matcha or hōjicha powders (perishable goods), unless faulty
Opened or used items
Change-of-mind purchases once processed or shipped
Personal taste preferences or subjective results
Sale items or gift cards
Custom or personalised orders
Our ceramic pieces are individually crafted and may feature natural variations in glaze, colour, shape, or small imperfections. These are not considered faults and are part of their character. Returns will not be accepted for these reasons.
Under the Consumer Guarantees Act 1993 (NZ), you are entitled to a refund or replacement if your item:
Arrives damaged or defective
Is incorrect or not as described
Is not of acceptable quality
Please contact us within 3 business days of delivery with:
Your order number
A description of the issue
Clear photos of the item and packaging
If approved:
Refunds are issued to your original payment method within 5–10 business days
Return shipping costs are the responsibility of the customer
If you believe your unopened item is eligible:
Contact us within 3 business days of delivery
Items must be returned within 30 days in original, unopened condition
Return shipping is at the customer’s cost unless the item is faulty
We do not offer direct exchanges.
The fastest option is to return the item (if eligible) and place a new order.
Once your return is received and inspected, we’ll notify you of the outcome.
If approved:
Refunds are processed within 10 business days
Banks may take additional time to complete the transaction
If more than 15 business days have passed since approval, please contact us.
If your refund hasn’t appeared:
Check your bank account
Contact your bank or card provider
Email us if the issue persists
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, provided items are unused and in original condition with proof of purchase.
Wholesale refunds are assessed on a case-by-case basis. Please contact us to discuss.
