Refund policy

We want every Mori order to arrive ready for your daily matcha moment. If something isn’t right, we’re here to help.

Returns

You may request a return within 14 days of receiving your order. For change-of-mind returns, products must be unopened, unused, and in their original packaging with the seal intact.

Because matcha is a food product, we cannot accept change-of-mind returns on opened or unsealed tins. This does not affect your rights if a product is faulty, damaged, or incorrectly supplied.

Damaged, faulty, or incorrect orders

Please check your order when it arrives and contact us as soon as possible if an item is damaged, faulty, or different from what you ordered.

Include your order number, a description of the issue, and, where possible, photos of the product and packaging. We’ll help arrange an appropriate replacement or refund at no additional cost to you. Please do not consume a product if its seal is damaged or you suspect a quality issue.

How to request a return

Contact us through our contact page with your order number and the item you wish to return.

We’ll provide instructions and the return address. Please contact us before sending anything back so we can guide you through the process.

Return shipping

For change-of-mind returns, you are responsible for return shipping costs. Original delivery charges are not refundable unless required by applicable law.

If we sent an incorrect or faulty product, or it arrived damaged, Mori will cover any necessary return shipping and refund applicable delivery charges.

Refunds

Once we receive and inspect your return, we’ll let you know whether your refund is approved. Where a return is unnecessary, we’ll confirm the refund directly.

Approved refunds will be processed within 7 business days to the original payment method. Your bank or payment provider may need additional time to make the funds available.

For cash-on-delivery orders, we’ll agree on a suitable refund method with you. Store credit will only be provided if you choose it.

Cancellations

If you need to cancel an order, contact us as soon as possible. We’ll do our best to cancel it before dispatch. If it has already shipped, the return terms above apply.

Your rights

Nothing in this policy limits your rights under applicable consumer-protection law. Where those rights provide additional remedies or longer periods, they take precedence over this policy.