Refund policy

Refund & Returns Policy (Food Products)

Last updated: 2025-10-23

1) General rule
Our products are food items. All sales are final. Food products are non-returnable and non-refundable once shipped or opened.

2) Exceptions we accept
We will assist with a refund or replacement only in these cases:

Damaged on arrival (shipping damage such as crushed box, leakage, broken seal caused by transit).

Defective product (manufacturing/quality issue, e.g., contamination, abnormal taste/color, unsealed at production).

Wrong item/quantity sent by us.

How to request support: Contact us within 3 days of delivery at care@overtuuli.co.jp with clear photos of the outer box, shipping label, and the issue. Please keep all packaging until the case is resolved.

3) Return authorization (RMA)
Do not send items back without approval. If your claim is approved, we will issue an RMA (Return Merchandise Authorization) and provide the return address in Japan. Unauthorised returns will not be accepted.

4) Refund method & timing
After we receive and inspect the returned item (if a return is required), we will refund to the original payment method within up to 10 business days.

Shipping fees, customs duties and taxes are non-refundable.

If replacement stock is unavailable, we will refund instead of reshipping.

5) Non-returnable / non-refundable cases

Opened, used, or partially consumed items.

Delivered shipments lost after delivery (porch piracy).

Address errors provided by the customer, unclaimed parcels, or packages returned due to unpaid duties/taxes or refusal. The customer is responsible for round-trip shipping and any carrier fees, and a product refund cannot be issued.

6) Proof of delivery & carrier errors
If the carrier’s tracking and/or photo shows Delivered to the address provided, liability passes to the customer.
If the carrier confirms misdelivery to a different address or other carrier error, we will handle the claim and reship or refund at our expense.

7) Customs & duties (DAP)
International orders ship under Incoterms DAP. Import duties, taxes, and clearance fees in Thailand are the customer’s responsibility and are not included in item price or shipping cost.

8) How to contact us
OverTuuli Inc.
Return Address:
3-2-3 Minamiotsuka, Kawagoe-shi, Saitama 350-1162, Japan

Phone: +81-70-9304-7813
Email: matcha@overtuuli.co.jp
Business hours: Mon–Fri, 10:00–15:00 JST

Please contact us before returning any items to receive an RMA number.