Refund policy

At The Song Cha, we want you to love what you brew. Because most of what we sell is food, our return policy balances safety, quality, and fairness to every customer.

Tea powders & consumables

Because tea is a perishable, consumable product, we can't accept returns or refunds on tea powders once they've shipped. Tea absorbs air and moisture, so once a pouch or tin leaves us it can't be restocked or resold safely. The same applies to:

  • Tea powders and other consumables
  • Final sale items
  • Gift cards

Damaged, defective, or incorrect orders

If your order arrives damaged, defective, or incorrect, email us at support@thesongcha.com within 7 days of delivery with your order number and a few clear photos. Once confirmed, we'll send a replacement or refund your original payment method.

Matcha whisks (chasen)

Our bamboo whisks are handmade, so small bamboo fibers on the tines are normal and not a defect. We'll replace a whisk that arrives cracked, with broken tines, or with loose binding thread — just contact us within 7 days of delivery with photos. Once a whisk has been used it can't be returned, and tines that break during use are normal wear, not a defect.

Teaware & accessories

Unused teaware and accessories (whisks, sifter weights, tools, brewing equipment) may be returned within 14 days of delivery. To qualify, items must be:

  • Unused and unwashed
  • In their original packaging
  • Complete with all original materials

Anything showing signs of use, washing, wear, or damage isn't eligible for return. Return shipping is the customer's responsibility unless the item arrived damaged or incorrect, and original shipping charges are non-refundable.

If it wasn't what you expected

Taste is personal, and preparation makes a difference. If your tea wasn't what you hoped for, reach out within 7 days of delivery — while consumables can't be returned, we're glad to help with brewing guidance, and may offer store credit at our discretion.

Refunds

Approved refunds go back to your original payment method within 10 business days of approval. Your bank or card issuer may take additional time to post it.