Refund policy

Return & Refund Policy

At Era Hugs, we take great care in packaging and preparing your matcha. If something goes wrong with your order, we are here to help.

1. Overview & Core Terms

• Delivery & Service Fees: Delivery services and order processing fees are non-refundable once your order has been processed and dispatched.
• Product-Related Issues: Questions regarding damaged items, missing items, or incorrect orders are reviewed on an individual basis to ensure a fair resolution.

2. Eligibility for Refunds or Replacements

We handle product issues case-by-case. You may be eligible for a replacement or product refund under the following circumstances:

• Damaged in Transit: Your matcha or tea accessories arrived broken or compromised.
• Incorrect Item Received: You received a different item or grade of matcha than what you ordered.
• Missing Items: An item from your order was omitted.

Note: Due to health and food safety standards, unopened and opened food or beverage items (including matcha powder) cannot be returned or resold once delivered. We evaluate claims based on photo verification rather than physical returns.

3. How to Report an Issue

To request a review for a refund, replacement, or store credit:

1. Contact us within 7 days of receiving your package.
2. Provide your order number and full name.
3. Attach clear photos showing the damaged item, incorrect product, or shipping box.

Once submitted, our team will review your request within 2–3 business days and notify you of the outcome.

4. Approved Refunds & Processing

• Approved refunds cover the cost of the affected item(s) only. Original shipping and service fees remain non-refundable.
• Approved refunds will be credited back to your original payment method within 5 to 10 business days, depending on your financial institution.

5. Questions & Contact

For any questions regarding your order or this policy, please reach out to our support team at info@erahugs.com