Refund policy

Last updated: September 25, 2026

This policy explains the conditions for returns, exchanges, and refunds for products purchased from matcha stillness.

Returns and Exchanges for Customer Preference

Due to the nature of food products and food-related utensils, we do not accept returns, exchanges, or refunds for reasons of customer preference.

The following are considered reasons of customer preference:

• The product’s appearance, color, taste, or aroma differs from what the customer expected
• The customer ordered the wrong product
• The customer entered an incorrect delivery address
• The customer no longer wants or needs the product
• The product’s quality changed due to storage or handling by the customer

Before placing an order, please check the products, quantities, delivery address, and total payment amount carefully.

Defective, Damaged, or Incorrect Products

Please contact us within 7 days of delivery if any of the following applies. After reviewing the circumstances, we will provide a return, replacement, or refund as appropriate.

• The product arrived damaged
• The product was contaminated, deteriorated, or otherwise defective
• You received a product different from the one you ordered
• You received a quantity different from the quantity ordered

When contacting us, please provide the following information:

• Order number
• Your name
• Name of the affected product
• Description of the problem
• Photographs clearly showing the condition of the product
• Photographs showing the condition of the outer packaging and shipping materials

We may ask you to provide additional photographs or return the product so that we can confirm its condition.

We will cover the shipping costs for approved returns or exchanges resulting from an error or defect for which we are responsible. Please do not return a product before receiving return instructions from us.

Items Not Eligible for Return, Exchange, or Refund

We may be unable to accept a return, exchange, or refund in the following circumstances:

• You contact us 8 or more days after delivery
• You request a return for reasons of customer preference after opening, using, or consuming the product
• The product was damaged, soiled, or deteriorated due to the customer’s actions
• You are unable to provide photographs or other information reasonably required to confirm the product’s condition
• You return the product without our prior approval

However, if a quality problem could only reasonably be discovered after opening or using the product, we will review the circumstances and respond on a case-by-case basis.

Refund Process

After receiving and inspecting a returned product, we will notify you whether the refund has been approved. If the product does not need to be returned, we will notify you after completing the necessary review.

If a refund is approved, we will normally issue it to the original payment method within 10 business days.

Your credit card company, bank, or payment service provider may require additional time to process and display the refund on your account.

If more than 16 business days have passed since we notified you that the refund was approved and you have not received it, please contact us at info@stillnesslab.online.

Exchanges

If an exchange is approved, we will confirm the availability of the replacement product before shipping it. If a replacement product is unavailable, we will provide a refund instead.

Order Changes and Cancellations

If you need to change or cancel an order, please contact us at info@stillnesslab.online as soon as possible.

We may be unable to change or cancel an order after it has been shipped. For pre-order cancellation conditions, please review the applicable product page and our Cancellation Policy.

Contact Information

For questions concerning returns, exchanges, or refunds, please contact us using the details below.

Stillness Lab LLC
Email: info@stillnesslab.online