Returns & freshness.
Matcha is a fresh, perishable food. Our policy is written to keep it that way — direct, fair, and honest about what we can and cannot do.
Effective July 2026. Applies to direct-to-consumer orders shipped within the United States. Wholesale orders are governed by the terms of the trade account agreement.
Freshness guarantee
Every tin ships with a harvest date and is inspected before it leaves our facility in Orlando. If your matcha arrives with a clear defect — stale or musty aroma, dull color, visible clumping, or a sealed tin that is compromised — email us within 72 hours of delivery at hello@sunhousematcha.com with your order number and clear photos of the sealed tin, opened product, and a brief description. We will, at our discretion, replace the tin or refund the item.
This guarantee applies only to unopened or minimally inspected tins that have been stored per the instructions on the label (sealed, refrigerated, away from light and heat). It does not cover subjective taste preferences, product left open, product exposed to heat, or claims reported more than 72 hours after delivery.
Damaged in transit
Once an order is handed to the carrier, transit is the carrier's responsibility. We take that seriously on your behalf: if your package arrives visibly damaged or the product inside is compromised, notify us within 72 hours of delivery with:
- Order number
- Photos of the outer packaging (all sides, including the shipping label)
- Photos of the damaged product and inner packaging
- Photo of any carrier notice, if left
We file the carrier claim and, once the claim is opened and the damage confirmed, ship a replacement or issue a refund at no additional cost to you. Claims reported after 72 hours or without photo documentation cannot be processed by the carrier and are not eligible for replacement.
Lost or delayed packages
Tracking is issued the moment your order ships. If a package is marked delivered but not received, first check with your household and neighbors, then contact the carrier to open a lost-mail investigation. We will assist you in that process. If the carrier confirms the package is lost, we replace or refund the order. We are not responsible for packages delivered to an incorrect address entered at checkout.
Wrong item shipped
If we shipped the wrong item, we will ship the correct one and provide a prepaid label to return the original. Please do not open the incorrect tin.
Change of mind
Because matcha is a perishable food product, opened tins are final sale. Unopened, unused tins in original condition may be returned within 14 days of delivery for a refund of the product price. Return shipping is the buyer's responsibility and original shipping charges are non-refundable. A restocking fee of up to 15% may apply to preserve lot integrity.
Refused or undeliverable shipments
Packages refused at delivery, returned due to an incorrect address, or unclaimed at the carrier will be refunded for the product price only. Original and return shipping are non-refundable.
Refunds
Approved refunds are issued to the original payment method within 5–10 business days of the returned item being received and inspected, or the claim being resolved.
Limitation
Sunhouse's liability on any order is limited to the purchase price of the product. We do not accept liability for consequential damages arising from delayed, damaged, or lost shipments.
How to reach us
Email hello@sunhousematcha.com with your order number. We reply within one business day, Monday through Friday.