Refund policy
The Zenbumi “Sakina 沙紀菜” Guarantee
Try it. Love it. Or it’s on us. Plus your next one, too.
The Sakina Guarantee is our promise to stand behind what we make, curate, and release. Whether it is matcha, tea, or another eligible Zenbumi product, we want you to feel confident ordering from us.
If you are not satisfied with your eligible Zenbumi order, contact us within 30 days of delivery and we will do our best to make it right.
Depending on the situation, we may offer a refund, replacement, store credit, preparation guidance, product recommendation, or another fair solution.
And if we still cannot make it right, we may even help cover your next comparable product from another brand of your choice, up to the original value of your eligible Zenbumi purchase.
Our goal is simple: keep things fair, transparent, and rooted in good faith.
Eligibility for the Sakina Guarantee
To request help under the Sakina Guarantee, please contact us within 30 days of receiving your order at:
connect@zenbumi.com
Please include:
- Your order number
- The email address used at checkout
- A brief description of the issue
- Photos of the product or packaging, if the item arrived damaged, incorrect, or defective
For taste-related concerns, we may ask a few questions about how the product was prepared or used so we can better understand the issue and help you get the best possible experience.
A Note on Fairness
The Sakina Guarantee was created to give customers peace of mind, not to be taken advantage of.
If you order multiple products, please open and try one before opening the rest. We reserve the right to decline a return or refund if multiple products have been opened, heavily used, or sampled beyond what is reasonable.
We will always aim to make things right, but we reserve the right to decline requests that appear excessive, repeated, fraudulent, or outside the spirit of this policy.
Non-Refundable Items
The following items are not eligible for standard returns or refunds, although exceptions may be made to accommodate special requests:
- Kaizen Collection products
- Discovery Boxes
- Fresh-milled releases
- Limited releases marked final sale
- Gift cards
- Sale items
- Wholesale, café, distributor, or bulk orders
That said, if your order arrives damaged, incorrect, incomplete, or there appears to be a genuine quality issue, please contact us. We will review the issue and do our best to make it right.
Kaizen Collection Policy
The Kaizen Collection is rare, limited, and made for a more focused matcha experience. These matchas are selected for depth, umami, aroma, texture, and character.
Because of their limited nature, Kaizen Collection products are non-refundable for taste preference reasons such as “too grassy,” “too strong,” “too savory,” or “not what I expected.”
If something genuinely seems off with your Kaizen Collection order, please contact us. We will always listen and review the issue in good faith.
Damaged, Incorrect, or Missing Items
Please inspect your order when it arrives.
If your order is damaged, incorrect, incomplete, or defective, contact us within 7 days of delivery at:
connect@zenbumi.com
Please include your order number and photos of the product, packaging, and shipping box.
If the issue is confirmed, we may send a replacement, issue a refund, provide store credit, or offer another appropriate solution.
Returns
Because many Zenbumi products are food, beverage, or consumable items, we cannot accept general returns of opened products unless approved under the Sakina Guarantee.
If your return is approved, we will provide return instructions by email. Please do not send products back without contacting us first.
Approved returns should be sent back with the unused portion of the product and original packaging when possible, unless instructed otherwise.
Return shipping is free for approved returns under the Sakina Guarantee or for orders that arrived damaged, incorrect, or defective.
Exchanges
Zenbumi does not offer standard exchanges.
The fastest way to receive a different product is to place a new order after your return or refund has been approved.
If an exchange is approved as part of a specific customer service resolution, we will provide instructions by email.
Refunds
Approved refunds will be issued to the original payment method.
If you have been asked to return a product, we will notify you once we receive and inspect your return.
Refunds will be processed within 10 business days after approval.
Please remember that your bank or credit card company may take additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at:
connect@zenbumi.com
European Union 14-Day Cooling-Off Period
If your order is shipped into the European Union, you may have the right to cancel or return your order within 14 days, for any reason and without justification.
To be eligible, the item must be unused, unopened, sealed, in its original packaging, and accompanied by proof of purchase.
Please note that certain goods may be excluded from the EU cooling-off right, including items that are not suitable for return for health or hygiene reasons once unsealed, and goods that may deteriorate or expire quickly.
Questions
For any return, refund, damaged item, missing item, or satisfaction concern, contact us at:
connect@zenbumi.com
We are committed to delivering an exceptional Zenbumi experience and will always do our best to handle concerns with fairness, care, and good faith.