Return & Refund Policy

At Yume Cha, we take pride in the quality of our matcha. If something goes wrong with your order, we will do our best to make it right. Please read this policy carefully before placing your order.

We accept return or refund requests under the following circumstances:

• Damaged or defective product — the item arrived visibly damaged, broken, or tampered with
• Wrong item received — you received a different product than what you ordered
• Missing item — part of your order was not included in the delivery
• Order not delivered — confirmed non-delivery with courier tracking evidence

We are unable to process returns or refunds for the following:

• Change of mind after the order has been dispatched
• Products that have been opened, used, or consumed
• Orders with an incorrect delivery address provided by the customer
• Delays caused by the courier service
• Products purchased during a sale or promotional period (unless defective)

To request a refund or return, please contact us within 7 days of receiving your order:

• Email us at yumecha19@gmail.com with the subject line "Refund Request – [Your Order Invoice Number]"
• Include clear photos of the damaged or incorrect item
• Include your full name, order invoice number, and description of the issue

Requests submitted after 7 days from delivery may not be accepted.

Once we receive and review your refund request, we will notify you of our decision within 2–3 business days.

If approved:

• GCash payments — refunds are sent to your GCash number within 3–5 business days (possibly same day)
• Bank transfer payments — refunds are sent to the bank account you provide within 4–6 business days

Shipping fees are non-refundable unless the return is due to our error.

If a physical return is required, we will provide instructions on how to ship the item back. Return shipping costs will be covered by Yume Cha if the return is due to our error (wrong item, damaged product).

Please do not ship items back without prior confirmation from us, as we cannot guarantee acceptance of unsolicited returns.

We understand that circumstances change. Here is how cancellations are handled:

• Before payment is sent — you may cancel at any time with no obligation. Simply contact us and your order will be cancelled immediately.
• After payment is sent but before your order is shipped — you may still request a cancellation. A full refund will be processed to your original payment method:
  • GCash — within 3–5 business days (possibly same day)
  • Bank Transfer — within 4–6 business days
• After your order has been shipped — cancellation is no longer possible. You may request a refund upon delivery if the item meets the eligibility criteria above.

To cancel, contact us as soon as possible via email at yumecha19@gmail.com or message us on Facebook, Instagram, or TikTok with your order invoice number.

For any questions about our return and refund policy, please reach us at:

• Email: yumecha19@gmail.com
• Facebook: Yume Cha
• Instagram: @yume.matcha19

We aim to respond to all inquiries within 1–2 business days.