Refund policy

Return and Refund Policy

Last updated: April 21, 2026

At Chalala Tea, every order is shipped directly from our partner warehouse in China to ensure a streamlined logistics chain and the freshness of your matcha. This policy governs cancellations, withdrawals and refunds.

The terms below apply to all our customers, regardless of country of residence, with no distinction between European Union and international customers.

Cancellation before dispatch

You may request the cancellation of your order as long as it has not yet been shipped by our warehouse. Since our orders are generally prepared and shipped within 24 to 48 hours, we invite you to contact us as soon as possible by replying to your confirmation email and specifying your order number.

If your order has not yet been prepared by our warehouse: cancellation is confirmed and a full refund is initiated within 5 business days to your original payment method.

If your order has already been prepared or shipped: cancellation is no longer possible. The parcel will be delivered to you as normal. Upon receipt, you may, where applicable, exercise your right of withdrawal under the conditions described below.

Parcel not delivered

If your order has not arrived within thirty (30) days of dispatch, contact us by replying to your confirmation email, specifying your order number. We will open an inquiry with the carrier and determine the appropriate solution on a case-by-case basis: a replacement parcel or a full refund.

14-day right of withdrawal

You have a period of fourteen (14) days from the date of receipt of your order to exercise your right of withdrawal, provided that the products are returned intact, with seals unbroken, unused, in their original packaging and accompanied by proof of purchase.

To exercise your right of withdrawal, reply to your confirmation email within 14 days of receipt, specifying your order number and attaching a photo of the product(s) concerned.

Once your request is validated, our Customer Service will provide you by email with the return address as well as the associated instructions. The products must be shipped to us within a maximum of fourteen (14) days following this communication, with a tracking number.

Return shipping fees are the customer's responsibility. As the return address is located in French Polynesia, these fees may be significant. We therefore invite our customers to carefully consider their purchase before ordering.

In the case of a withdrawal covering the entirety of your order, the refund will also include the initial shipping fees. If you return only part of your order, the initial shipping fees are not refunded.

Chalala Tea reserves the right to refuse any refund on a product returned by the customer that is:

unsealed, or whose inner seal has been broken;
damaged, altered, used, or not in its original condition;
shipped beyond the fourteen (14) day deadline following communication of the return address (the postmark or the date shown on the tracking number being authoritative);
returned without a tracking number.

Damaged or non-conforming order on receipt

Inspect your parcel as soon as you receive it. If you notice any of the following issues within fourteen (14) days of receipt:

Tin unsealed or punctured on arrival;
Use-by date passed on receipt;
Order error (product different from the one ordered);
Broken or defective accessory on receipt.

Your order number;
A clear photo of the product received and its packaging;
For matcha: a photo of the batch number located under the tin;
A detailed description of the issue.

After review of the case, we will determine the most appropriate solution on a case-by-case basis.

Incomplete requests, late requests, or requests motivated solely by personal taste preferences are not eligible.

Cosmetically damaged tin, matcha seal intact

Tins with an aesthetic defect (dent, scratch) but whose seal and content are perfectly intact do not constitute a product defect and do not entitle the customer to a refund. Our packaging is designed to protect the matcha inside, which remains consumable without restriction.

Products excluded from refund and withdrawal

The following products are neither taken back nor refunded:

Unsealed matcha, for hygiene and food safety reasons;
Products with surprise or random content (Blind Box, collectible figurines and similar products) once their packaging is opened: the random and surprise nature of the product constitutes its value, which is destroyed by opening;
Gift cards;
Products identified as "Final Sale" on their product page or in the terms of the promotion at the time of purchase. This designation applies notably to certain exceptional promotional operations (Black Friday, flash sales, clearance). It does not apply to permanent discounts linked to partner codes or subscriptions, nor to bundles outside targeted promotional operations.

Refund procedures

For physical returns, the refund will be initiated within five (5) business days following receipt and inspection of the returned parcel, provided that the product complies with the conditions described above (sealed, unused, original packaging intact). For other cases (damaged product, order error), the refund is initiated within five (5) business days following validation of your request. Depending on your bank, the actual appearance of the refund on your statement may take up to ten (10) additional business days.

If more than fifteen (15) business days have elapsed since the confirmation of the refund and you have not received it, contact us by replying to your confirmation email.

Exchanges

We do not offer direct exchanges. The fastest way to obtain a different product is to contact us to initiate a return under the conditions described in this policy, then place a new order once the refund has been processed.

Consumer mediation

For customers residing in the European Union, in the event of an unresolved dispute with our Customer Service, you may use the European Online Dispute Resolution platform free of charge: https://ec.europa.eu/consumers/odr