Refund & Return Policy

1. Direct-Buy (Starter Bag) Orders

• All direct-buy sales are final once the product has shipped, except as described below.
• If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery at contact@originmatchaus.com with your order number and photos of the product and packaging.
• Approved claims will be resolved by replacement, store credit, or refund to your original payment method (processed via Stripe), at our discretion.
• Unopened, sealed bags may be eligible for return within 7 days of delivery for store credit, minus original shipping costs; opened bags are not eligible for return unless defective, for food safety reasons.

2. Wholesale & Private-Label Orders

• Bulk and private-label orders are invoiced and shipped under the terms confirmed at the time of your wholesale agreement, including any MOQ, customer-specific pricing, or custom packaging specifications.
• Because private-label and custom-packed orders are produced to your specification, they are non-returnable except for damage, defect, or shipment error.
• Report damaged, defective, or short/incorrect wholesale shipments within 7 days of delivery, including photos and your order/invoice number, to contact@originmatchaus.com.
• Approved wholesale claims will be resolved by replacement stock, credit toward a future order, or refund of the affected portion of the invoice, at our discretion.

3. Quality Guarantee

If a product does not meet the quality standards described on our Site (e.g. grind, color, or freshness materially inconsistent with the product listing) upon first opening, contact us within 7 days of delivery. We will evaluate the claim and, where warranted, offer a replacement or credit.

4. Food Safety & Quality

Our products are food products intended for human consumption. We source them from third-party manufacturers and import them into the United States. We require our manufacturers to be registered with the U.S. Food and Drug Administration (FDA) where applicable and to provide documentation of their food safety practices, and we maintain supplier verification and import compliance procedures in line with applicable U.S. law, including FDA requirements.

Traceability. Each product is identified by a lot number printed on the packaging so that it can be traced through our supply chain. Wholesale customers should keep their invoices and the lot numbers of products they receive so that they can be identified and reached quickly if a recall or notice is needed.

Quality documentation. Where available for the lot purchased, wholesale customers may request quality documentation, such as a certificate of analysis, subject to their membership tier.

Storage and handling. Store products as directed on the packaging. After opening, keep matcha sealed, refrigerated, and away from light, and use it before the best-by date shown on the packaging. Once products are delivered, wholesale customers are responsible for handling, storing, preparing, and serving them in accordance with applicable food safety rules.

Reporting a safety concern. If you believe a product may be unsafe, contaminated, or mislabeled, stop using and serving it, keep the packaging and lot number, and contact us immediately at contact@originmatchaus.com. Safety concerns are not limited by the 7-day reporting periods in other sections of this policy; please tell us as soon as you become aware of them. We may ask for photos, the lot number, and, where needed, a sample for testing.

Recalls and corrective action. If we become aware of a safety or quality issue affecting a lot, we will notify affected customers using the contact details on their account and take appropriate corrective action, including a recall where required. Please follow any notice we send and stop using or serving the affected products until we confirm next steps.

Nothing in this section limits any rights you may have under applicable law.

5. What's Not Covered

• Normal variation in color, aroma, or grind between harvest lots
• Products damaged due to improper storage after delivery (matcha should be kept sealed, refrigerated, and away from light after opening)
• Delays or issues caused by the shipping carrier once marked delivered, beyond what is covered by carrier claims
• Change-of-mind returns on opened products or custom/private-label orders

6. How to Request a Refund, Replacement, or Return

1. Email contact@originmatchaus.com with your order number, a description of the issue, and photos where applicable.
2. We aim to respond within 48 hours.
3. If approved, we will confirm whether the resolution is a replacement, credit, or refund, and the expected timeline.
4. Refunds are issued to the original payment method via Stripe and typically appear within 5–10 business days, depending on your bank.

7. Account Balance, Cancellations & Sales Tax

• Account balance. Wholesale orders are paid from your prepaid account balance. Balance does not expire. Unused balance can be refunded on written request to the original payment method (for wire or bank-transfer top-ups, to the bank account the funds came from), in the amount credited to your balance. We may delay a balance refund while a payment is under dispute or has not yet fully cleared. The processing fee paid at top-up is shown at the time of top-up and is non-refundable.
• Cancellations. Orders cannot be cancelled online once placed. To change or cancel an order, email contact@originmatchaus.com as soon as possible. If the order has not yet entered preparation, we will cancel it and refund it in full (goods, shipping and sales tax) to your account balance. Once an order is being prepared or has shipped, the sections above apply.
• Sales tax. Where applicable, sales tax is calculated at checkout from the delivery address. Businesses buying for resale are exempt once we hold a valid resale certificate on file. Tax is refunded together with the goods it applied to.

8. Contact Us

Ceremonial Trade LLC
Email: contact@originmatchaus.com