Return, Exchange, Damage, and Lost Package Policy
Return Policy - Exceptions and Limitations - Hachiko Matcha
Returns and Exchanges: In accordance with the Consumer Protection Act (ZVPot), the consumer has the right to withdraw from the contract within 14 days of receiving the goods without providing a reason. However, the law provides some exceptions where this right cannot be applied. Among these exceptions, listed in Article 43č of ZVPot, is the exemption for goods that are perishable or have a short shelf life. This also includes goods at risk of damage or quality deterioration due to improper storage after delivery (light, humidity, heat). Due to the nature of our product (organic matcha tea), returns are not possible, as matcha can lose quality if not stored properly. Therefore, we ask you to carefully consider your decision before purchasing.
Return Policy - Matcha Preparation Set: Hachiko X Tide of Glaze
Returns and Exchanges: In accordance with the Consumer Protection Act (ZVPot), the consumer has the right to withdraw from the contract within 14 days of receiving the goods without providing a reason, provided the product is unused and in its original, unopened packaging. The shipping cost for withdrawal from the contract and return of the product is not covered by us, but by the customer. Returned products must be undamaged, unused, and in the original packaging with the label intact.
Return Policy - Hachiko Bamboo Whisk and Bamboo Spoon
Returns and Exchanges: In accordance with the Consumer Protection Act (ZVPot), the consumer has the right to withdraw from the contract within 14 days of receiving the goods without providing a reason, provided the product is unused and in its original, unopened packaging. The shipping cost for withdrawal from the contract and return of the product is not covered by us, but by the customer. Returned products must be undamaged, unused, and in the original packaging with the label intact.
Damages and Issues - Hachiko Matcha
If you receive a damaged product (torn or opened matcha packaging), please notify us as soon as possible. To ensure proper handling of your case, please contact us on the day of receipt or no later than the following day. After receiving your notification, we will conduct an inspection and arrange an appropriate solution, either by replacing the damaged product or offering a refund.Damages and Issues - Matcha Preparation Set: Hachiko X Tide of Glaze
If you receive a damaged product (cracked/broken bowl and/or stand), please notify us as soon as possible. To ensure proper handling of your case, please contact us on the day of receipt or no later than the following day. After receiving your notification, we will conduct an inspection and arrange an appropriate solution, either by replacing the damaged product or offering a refund.Damages and Issues - Hachiko Bamboo Whisk and Bamboo Spoon
If you receive a damaged product (broken or cracked bamboo whisk/bamboo spoon), please notify us as soon as possible. To ensure proper handling of your case, please contact us on the day of receipt or no later than the following day. After receiving your notification, we will conduct an inspection and arrange an appropriate solution, either by replacing the damaged product or offering a refund.Contact Information
For any questions regarding returns, exchanges, or compensation, please contact us at:
Date of last update: 13.3. 2025
🌸 Hachiko team is going on holiday! All orders placed between September 14, 2026 and September 25, 2026 will be shipped after September 25, 2026 🍵 Free shipping on all orders (within the EU)! 🚛
Živjo!
Imaš kakšno vprašanje ali pa bi želel/a z nami deliti svojo izkušnjo? Le pošlji nam sporočilo. 😊