Refund policy

Returns / Refund / Cancellations

Order Cancellations

・You may cancel your order by yourself within 12 hours of placement. To initiate a cancellation, please go check your "order status page" through email, or contact us immediately.

・Cancellations are not possible for items already shipped. Your understanding is appreciated.

Returns & Exchanges

・We kindly ask that you choose your items carefully, as we generally do not accept returns or exchanges for reasons of personal preference.

・We are generally unable to provide compensation for items that are damaged or lost during shipping.

・We accept exchanges only for items that are defective or different from your original order. Please notify us within 7 days of delivery to be eligible for a return or exchange.

・If you discover any missing items in your order, please take a picture of the open box with the contents clearly visible and send it to info@8108kyoto.com. 

・Please send us a picture of the damaged part and a detailed description of the situation within 7 days from the delivery date, to info@8108kyoto.com. We will contact you immediately to discuss the procedure. We will send a replacement or refund the product price.

Non-Refundable/Returnable Items

The following items are not eligible for returns, exchanges, or cancellations:

・Opened or used products

・Items that incurred damage, loss, or misdelivery during shipment due to errors in handling or vehicle failures attributable to the shipping carrier

・Items returned after 7 days from the delivery date

・Products damaged or soiled by the customer

・Items missing their original packaging (bags, cases, etc.)

・Customized or personalized items

・Items marked as "non-returnable" on their product page

　→e.g. Short shelf life matcha treats like Half-Baked Matcha, and Matcha Financier

Shipping Costs for Returns

・We will cover the return shipping costs for items that are confirmed to be defective or shipped incorrectly.

・For returns or exchanges due to customer preference, the customer will be responsible for all return shipping fees.