Effective Date : April 6, 2026
1. General Information
This shipping, returns, and refunds policy applies to purchases made through wabi-sabi (“we”, “our”, or “us”) at https://www.kisuyu.com (“Site”).
Please read this policy carefully before placing an order.
2. Shipping Information
Processing Time
Orders are generally prepared and shipped within 1 to 3 business days after order confirmation.
Shipping Methods
We currently ship via Mondial Relay, with :
- Home delivery, or
- Pickup point delivery, depending on the option selected at checkout.
Shipping Destinations
We currently ship across Europe, including : Austria, Belgium, France, Germany, Italy, Luxembourg, the Netherlands, Poland, Portugal, and Spain. Available destinations may be updated and are visible at checkout.
Delivery Times
Delivery times depend on the destination country and carrier conditions. Once your order has been shipped, you will receive a confirmation email with a tracking number.
3. Non-Returnable Products (Food Products)
Due to the nature of our products, matcha products are neither returnable nor refundable.
In accordance with European consumer law, the right of withdrawal does not apply to :
- Perishable goods
- Food products that cannot be returned for hygiene or health reasons
For this reason, all matcha purchases are final, unless the product arrives damaged or incorrect.
4. Returnable Products (Non-Food Items)
For non-food items such as accessories, books, or other merchandise, European consumers have the right to withdraw within 14 days of receiving the item, without needing to provide a reason.
Return Conditions
- Items must be unused, undamaged, and in their original packaging
- Return requests must be made within 14 days of delivery
- Items must be returned within 14 days of notifying us
Return Costs
- Return shipping costs are the customer’s responsibility
- We recommend using a tracked shipping service
- Refunds will be issued once the returned item has been received and inspected
5. How to Request a Return or Report an Issue
Before returning any items, please contact us at: Email : info@kisuyu.com
Please include :
- Your order number
- The product in question
- The reason for your request
- Photos, if the item is damaged or incorrect
We will provide return instructions, including the return address.
6. Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
We may request :
- Photos of the damaged packaging or product
- A brief description of the issue
If the claim is validated, we will offer a replacement or refund in accordance with European consumer protection laws.
7. Lost or Missing Orders
If your order is lost in transit or marked as delivered but not received, please contact us as soon as possible.
Under European law :
- The seller remains responsible for delivery until the goods are received by the customer
- We will investigate the issue with the carrier and offer an appropriate solution, such as a replacement or refund.
8. Refunds
Refunds (where applicable) will be processed via the original payment method after the returned item has been received and inspected.
Please note:
- Shipping costs are non-refundable
- Processing times may vary depending on the payment provider
9. Contact
For any questions regarding shipping, returns, refunds, or delivery issues, please contact : Email : info@kisuyu.com
