Refund Policy

Last updated: September 29, 2026

Matcha products

• Unopened products can be returned within 30 days of delivery for a full refund of the product price. Please email us first to receive return instructions.
• For food safety reasons, opened products cannot be returned unless they are damaged or not as described.
• If an item arrives damaged, incorrect or missing, tell us within 7 days of delivery with a photo of the package. We will send a replacement or refund the affected items at no cost to you.
• Wholesale orders follow the same rules unless your written wholesale agreement says otherwise.

Advertising and e-commerce services

• Service fees are refundable for work that has not started. Work already performed is billed as agreed in the Order.
• Advertising spend already paid to third-party platforms cannot be refunded by us.
• Monthly services can be cancelled for the next billing period with written notice before the period starts.

How refunds are paid

Approved refunds are issued to the original payment method within 10 business days. Card refunds can take a few additional days to appear, depending on your bank.

Contact

For returns and refunds, email info@cintavia.com with your order or invoice number.