Refund policy

Last updated: October 15, 2026

At OKUYAME - CHAYA (operated by OKUYAME CHAYA SDN. BHD.), we are committed to providing our customers with a reliable and pleasant shopping experience. This Return & Refund Policy explains how we handle returns, exchanges, cancellations, and refunds.

1. Returns and Exchanges

Our products include food items such as matcha, sencha, gyokuro, hojicha, genmaicha, and Japanese tea bags.

For food quality, hygiene, and safety reasons, we generally do not accept returns or exchanges due to a change of mind or other personal reasons after an order has been shipped.

Returns or exchanges are generally not accepted for the following reasons:

Ordering the wrong product or quantity
A change of mind or personal preference
Disliking the taste or aroma of a product
Other personal reasons unrelated to a product defect or error

However, if a product arrives defective, damaged, or incorrect, we will review the circumstances and provide an appropriate resolution.

Nothing in this policy limits your rights under applicable consumer protection laws.

2. Damaged, Defective, or Incorrect Products

Please inspect your order as soon as possible after receiving it.

If you experience any of the following issues, we recommend contacting us within 7 days of receiving your order:

You received a product different from what you ordered
A product arrived damaged or leaking
The packaging is severely damaged and may affect the product's quality or safety
A product has a quality defect
A product differs significantly from its description or labeling
Other problems relating to the condition of your order

When contacting us, please provide your order number, a description of the issue, and photographs showing the product's condition, where possible. This will help us review your request more efficiently.

Once we have assessed the issue, we will offer an appropriate resolution, which may include an exchange, replacement shipment, or refund, depending on the circumstances.

If a return or replacement shipment is necessary due to a defective, damaged, or incorrect product for which we are responsible, we will cover the reasonable associated shipping costs.

The 7-day period mentioned above is a recommended timeframe for contacting us. It does not automatically remove or limit any rights you may have under applicable law after that period.

3. Items Not Eligible for Returns or Exchanges

For returns or exchanges requested for personal reasons, we do not accept the following:

Opened or used products
Products whose quality has changed due to improper handling or storage
Products damaged or soiled by the customer
Products that were not stored appropriately after delivery

Even if a product remains unopened, we generally do not accept returns or exchanges for personal reasons due to the nature of food products.

However, these restrictions do not apply where a product is defective or where returns, refunds, exchanges, or other remedies are required under applicable law.

4. How to Request a Return or Exchange

If you would like to request a return or exchange, please contact us before sending any product back.

Email: okuyamechaya@gmail.com

Please include the following information:

Your order number
The name used when placing the order
The name of the product concerned
The reason for requesting a return or exchange
Photographs showing the product's condition, if applicable

We will review your request and provide further instructions.

We may be unable to accept or process returns sent without prior contact.

If a return is required, we will provide the return address and shipping instructions separately.

5. Order Cancellations and Changes

If you wish to cancel or modify your order, please contact us as soon as possible.

We will review the order's processing and shipping status and do our best to accommodate your request where possible.

However, if shipping arrangements have already been completed or the order has been dispatched, we may be unable to accept cancellations or changes requested for personal reasons.

If we are unable to fulfill an order due to insufficient stock or other availability issues, we will contact you and explain the available options, which may include modifying the order or refunding the affected items.

Nothing in this section limits any cancellation rights or other remedies available under applicable law.

6. Refunds

Where a refund is necessary, we will review the order details and product condition before informing you of the refund decision and the applicable process.

If a refund is approved, it will generally be processed through the original payment method used for the order.

We will initiate approved refunds as promptly as reasonably possible. However, the time required for the refund to appear in your account may vary depending on your bank, card issuer, or payment service provider.

If a refund cannot be made to the original payment method, we will discuss an appropriate alternative refund arrangement with you.

The refundable amount and the handling of any shipping charges will depend on the nature of the issue, the order circumstances, and applicable law.

If you have any questions about a refund, please contact us.

7. Return and Exchange Shipping Costs

We generally do not accept returns or exchanges requested for personal reasons.

Where a return or exchange is necessary due to an incorrect shipment, product defect, damage, or another issue for which we are responsible, we will cover reasonable return shipping and replacement delivery costs.

We will confirm whether the product needs to be returned and provide the relevant shipping instructions in advance.

8. International Shipping

We plan to offer shipping within Malaysia and to Singapore.

Returns, exchanges, and refunds for international orders will generally be handled in accordance with this policy.

However, return procedures and processing times may vary depending on the destination country or region, customs requirements, and shipping carrier conditions.

For international return or exchange requests, please contact us before sending any items back.

9. Consumer Rights

Nothing in this policy is intended to limit or exclude any statutory rights customers may have under Malaysian consumer protection laws or other applicable legislation.

Where a product is defective, differs from its description, or otherwise qualifies for a remedy under applicable law, we will handle the matter in accordance with the relevant legal requirements.