Refund policy

Returns & Refunds Policy

At ShiZen Tea, we stand behind the quality of every product we ship. This policy outlines your rights and our responsibilities when a return or refund is requested. Please read it carefully before placing your order.

1. Quality Issues (Damaged, Defective, or Incorrect Items)

If your order arrives damaged, defective, or you received the wrong item:

  • Time to notify: within 30 days of delivery
  • Resolution: full refund or free replacement — your choice
  • Return shipping: fully covered by ShiZen Tea
  • How to report: email us at shizen@okawari-jpn.com with your order number and photos of the issue and outer packaging

Please retain the original packaging until the issue is resolved, as the carrier may require it for inspection.

2. Unopened Tea Products (Change of Mind)

If you change your mind about an unopened tea product:

  • Time window: 14 days from delivery
  • Condition: product must be in its original, factory-sealed packaging and in resalable condition
  • Refund: full refund of the product price to the original payment method
  • Return shipping: paid by the customer; we recommend a trackable, insured service
  • Processing: refund issued within 7 business days after we receive and inspect the return

3. Opened Tea Products — Not Eligible for Return

For food safety and hygiene reasons, opened tea products cannot be returned, exchanged, or refunded, including cases where the flavor did not meet personal preference.

This policy is in accordance with:

  • EU Consumer Rights Directive 2011/83/EU, Article 16(e) — exemption for sealed goods unsealed after delivery when return is not suitable for health or hygiene reasons
  • UK Consumer Contracts Regulations 2013 — equivalent hygiene exemption
  • Standard international practice across food and beverage retailers

If you are unsure which tea to choose, we recommend starting with our smaller sizes or sample options, or contacting us for a personalized recommendation before purchase.

4. Tea Ware (Teapots, Cups, and Accessories)

  • Time window: 14 days from delivery
  • Condition: unused, with original packaging and tags intact
  • Refund: full refund of the product price
  • Return shipping: paid by the customer unless the item arrived defective or damaged

5. Order Cancellations

  • Orders can be canceled free of charge before shipment. Please contact us as soon as possible.
  • Once your order has shipped, the sections above apply instead of cancellation.

6. Refund Processing

  • Refunds are issued to the original payment method used at checkout
  • ShiZen Tea processes refunds within 7 business days of receiving and inspecting the return
  • Depending on your bank or card issuer, it may take an additional 3–10 business days for the refund to appear on your statement
  • Refunds are issued in the original transaction currency

7. Delivery Address Errors

Please double-check your shipping address at checkout. If a parcel is returned to us due to an incorrect address provided by the customer:

  • We will contact you to arrange reshipment
  • Reshipment costs will be the customer's responsibility
  • If reshipment is declined, we will issue a refund of the product price minus the original shipping cost and any non-refundable transaction fees

8. International Orders

All sections of this policy apply to international customers. In addition:

  • Customs duties, import taxes, and brokerage fees are the customer's responsibility and are non-refundable by ShiZen Tea
  • For eligible returns, the return shipping cost (including any customs processing) is the customer's responsibility unless the item was defective or incorrectly shipped
  • Please mark returned parcels clearly as "Returned Goods" to avoid additional import duties on our side. Failure to do so may result in deductions from your refund.

9. How to Start a Return or Request a Refund

  1. Email shizen@okawari-jpn.com within the applicable time window stated above
  2. Include the following:
    • Order number
    • Item(s) you wish to return
    • Reason for return
    • Photos (required for quality issues)
  3. We will respond within 2 business days with return instructions and the return shipping address
  4. Do not ship items back before receiving our written approval — unauthorized returns may not be accepted

10. Contact

ShiZen Tea
Email: shizen@okawari-jpn.com
Business hours: Monday–Friday, 9:00–17:00 JST
Business address: 1-22-11, Ginza, Chuo-ku, Tokyo, 104-0061, Japan

This policy was last updated on 2026-04-17. ShiZen Tea reserves the right to update this policy; changes apply to orders placed after the update date.