Returns & Refund Policy
At Hana & Moss, we take great care to provide only the highest quality matcha and accessories. While we hope you love your purchase, we understand that sometimes things don’t go as planned. If you experience an issue, we’re here to help.
Returns
You may request a return for eligible non-food items (such as accessories) within 7 days of receiving your order.
To qualify, the item must be unused, in its original condition, and in the original packaging.
Due to food safety regulations, we are unable to accept returns on matcha or other consumable products unless they arrive faulty or incorrect.
Refunds for Wrong, Damaged, or Faulty Items
If your order arrives damaged, defective, or incorrect, please contact us at hanaandmoss@gmail.com within 48 hours of delivery.
Please include:
- Your name and your order number
- A description of the issue
- Extensive photos of the item and packaging
Our team will review the information and may request further details. If your claim is approved, we will provide either:
A full refund (including shipping), or
A store credit equal to the value of your purchase.
Return Shipping
Customers are responsible for the shipping costs of returning items (except in cases of damaged, faulty, or incorrect items).
Original shipping costs are non-refundable unless the item was faulty or incorrect.
Refund Processing
Once your return is received and inspected (if applicable), we will notify you of the outcome. Refunds will be issued to your original payment method. Please allow 5–10 business days for the funds to appear, depending on your payment provider.
Contact Us
If you have any questions about returns, refunds, or exchanges, please reach out to us at hanaandmoss@gmail.com. Our team will be glad to assist and ensure your experience with Hana & Moss is positive and reassuring.