Refund policy

Returns

We want you to be happy with your Touge Chaya order. If there is a problem with your order, please contact us and we will do our best to make it right.

For eligible non-food products, we accept return requests within 14 days of delivery.

To be eligible for a return, the item must be unused, in its original condition, and in its original packaging. Customers are responsible for return shipping costs for change-of-mind returns.

Please contact us before sending a return. Items returned without first contacting us may not be accepted.

Tea, Food & Consumable Products

For food safety and quality reasons, tea and other food or consumable products cannot be returned or exchanged for change of mind.

We also cannot provide refunds simply because a customer does not prefer the taste, aroma, or other personal characteristics of a tea.

However, if your product arrives damaged, defective, contaminated, incorrectly packed, or is not the product you ordered, please contact us. We will review the issue and provide an appropriate replacement or refund when applicable.

Made-to-Order Apparel

Our apparel is made to order specifically for each customer. Because of this, we cannot accept returns or exchanges for change of mind, incorrect size selection, or colour preference.

If your apparel arrives damaged, defective, misprinted, or you receive the wrong item, please contact us with your order number and photographs of the problem so we can arrange an appropriate resolution.

Please review the product's sizing information carefully before ordering.

Art, Cards & Other Non-Food Products

Eligible unused products may be returned within 14 days of delivery in their original condition and packaging.

For change-of-mind returns, the customer is responsible for return shipping. Original shipping charges are not refundable.

Tea Ware & Ceramics

Tea ware must be unused and returned in its original condition and packaging to qualify for a change-of-mind return.

Many of our ceramic pieces feature reactive, crystalline, or individually varied glazes. Natural variations in colour, glaze pattern, texture, and appearance are part of the character of these pieces and are not considered defects.

If an item arrives broken or damaged, please contact us promptly with photographs of the item and its packaging.

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective, missing, or incorrect, contact us as soon as possible with your order number and photographs where applicable.

If the issue is confirmed, Touge Chaya will provide an appropriate replacement, refund, or other resolution. You will not be responsible for return shipping when the problem resulted from our error or a defective product.

Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method. Your bank or payment provider may require additional time to process and post the refund.

Original shipping charges are not refundable for change-of-mind returns.

Final Sale Items

Gift cards, if offered, and items specifically marked Final Sale cannot be returned unless they arrive damaged, defective, or incorrect.

Contact Us

To request a return or report a problem with an order, please contact us through our Contact page and include your order number.