Our Promise: Peace of Mind, Guaranteed.
The Zenbumi “Sakina 沙紀菜” Guarantee
Try it. Love it. Or it’s on us — plus your next matcha is, too.
We don’t just believe in our matcha — we stand behind it completely.
If for any reason you’re not absolutely thrilled with your Zenbumi order, we’ll refund you in full within 30 days of delivery. No hassle. Just send it back.
Still not satisfied?
We’ll even buy your next matcha from any brand you choose of equal value, just to prove how serious we are about your satisfaction.
Why?
Because true matcha lovers deserve peace of mind.
And we’re here to earn your trust, not pressure it.
Damages and Issues: Please inspect your order upon receipt and contact us immediately if, in the rare instance, you notice damages, issues, or if you receive the wrong item. We'll make it right for you.
A Note on Fairness
We created the Sakina Guarantee to give you peace of mind, not to be taken advantage of. So here’s the fine print, shared with a smile and a sip of matcha:
- Try before you try everything: If you order multiple matchas, please open one and give it a go before unsealing the rest. We reserve the right to decline returns if it looks like the whole lineup’s been sampled.
- Kaizen Collection is non-refundable: It’s rare, hand-picked, and made for connoisseurs. Its vibrant flavor might surprise newcomers, but “too grassy” or “too strong” isn’t a reason for a refund. This matcha is an acquired treasure. That said, if something genuinely seems off, we’ll always listen and make it right if it is.
- We’ll always aim to make it right, but we also reserve the right to say no if we believe the guarantee’s being misused. We trust you, and ask for the same in return.
Our goal is simple: keep things fair, transparent, and rooted in good faith. If something isn’t right, we’ll do everything we can to fix it, no stress, no hassle.
How to Initiate a Refund or Exchange:
- Contact our customer service team at connect@zenbumi.com within 30 days of receiving your order.
- Provide your order details and the reason for your dissatisfaction.
- For taste-related issues, we will guide you on the return process.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Return Process:
- Ship the unused matcha, along with its original packaging, to the address provided by our customer service.
- Once we receive the returned matcha, we will promptly process your refund or arrange for an exchange.
Note:
- Refunds will be issued to the original payment method.
- Return shipping is Free
- The Zenbumi Discovery Boxes are non-refundable.
At Zenbumi, we are committed to delivering an exceptional matcha experience. Your feedback is valuable, and we are here to ensure your satisfaction with our matcha or help you find a matcha that suits you.
You can always contact us for any return questions at connect@zenbumi.com.
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European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at connect@zenbumi.com.
Exceptions / non-returnable items
We do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.