Last updated: 20 July 2026

At YU SEI, we take great care in preparing and inspecting every order before it leaves us. If you are not completely satisfied with your purchase, please read the policy below.

This policy does not affect your statutory rights under UK consumer law.

1. Returning Your Order

If you wish to return an eligible item, you must notify us within 14 days of receiving your order.

Returned items must:

• Be unused.
• Remain unopened and in their original sealed condition.
• Be returned in their original packaging where reasonably possible.
• Be in a resaleable condition.

Returns that do not meet these requirements may be refused.

2. Sealed Food Products

YU SEI ceremonial matcha is supplied in a sealed container.

For health protection and food safety reasons, we cannot accept returns or issue refunds for products where the original seal has been broken or the product has been opened after delivery, except where the item is faulty or not as described.

3. Return Shipping Costs

Unless the item is faulty, damaged in transit or supplied incorrectly, customers are responsible for the cost of returning goods to YU SEI.

We recommend using a tracked delivery service, as we cannot accept responsibility for returns lost during transit.

Original delivery charges are non-refundable except where required by law.

4. Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery.

Please include:

• Your order number.
• A description of the issue.
• Clear photographs of:
  • The outer packaging.
  • The shipping label.
  • The product.
  • Any visible damage.

This information allows us to investigate the matter promptly with our delivery partner.

5. Quality Control

Every YU SEI order is carefully inspected before dispatch to ensure it leaves us in excellent condition.

We also retain records of the condition of orders at the point of dispatch.

If the courier’s tracking and delivery records indicate that the parcel was delivered without evidence of external damage, and our dispatch records confirm the product was sent in satisfactory condition, we reserve the right to investigate any damage claim before approving a refund or replacement.

Providing false or misleading information in connection with a refund claim may result in the claim being refused.

6. Refunds

Once an eligible return has been received and inspected, we will notify you of the outcome.

If approved, refunds will be issued to the original payment method.

Please allow up to 10 business days for your payment provider to process the refund after it has been issued.

7. Non-Returnable Items

We cannot accept returns for:

• Opened or unsealed ceremonial matcha.
• Products that have been used.
• Products damaged after delivery through misuse, improper storage or accidental damage.
• Gift cards.
• Any item excluded from return under applicable consumer legislation.

8. Faulty Products

Nothing in this policy limits your statutory rights.

If a product is faulty, not as described or otherwise fails to meet your legal rights under the Consumer Rights Act 2015, please contact us and we will work with you to resolve the issue.

9. Contact

For all return and refund enquiries, please contact us before returning your order.

Email: [Insert contact email]