Returns & Refunds Policy
We want you to love your matcha ritual. If something isn't right, we're here to help.
Our Policy
- Unused, unopened items in original packaging can be returned within 7 days of delivery for a full refund.
- For hygiene reasons, used whisks (chasen) cannot be returned unless they arrived damaged or defective.
Damaged or Defective Items
Our matcha whisks are handcrafted from a single piece of bamboo, and while we inspect every one, breakage can happen in transit. If your item arrives damaged, email hello@thechasencompany.com within 7 days with a photo and your order number, and we'll send a replacement at no cost.
How to Start a Refund
- Email hello@thechasencompany.com with your order number and reason for refund.
- We'll send refund instructions and a shipping address.
- Once we receive and inspect your item, your refund will be processed within 5–7 business days to your original payment method.
Return Shipping
Customers are responsible for return shipping costs unless the item was damaged or incorrect. Original shipping charges are non-refundable.