Store policy

Returns & refunds

Effective November 8, 2026. We want you to feel confident ordering from KOVA Whisk while keeping food products safe.

Return window

You may request a return within 14 days after delivery. The matcha pouch must be unopened, unused, undamaged, and in its original packaging.

Before returning an order

Email kovawhisk@gmail.com with your order details before sending anything. If the return is approved, we will provide return instructions and the return address. Returns sent without approval may not be accepted.

Return shipping

The customer is responsible for return shipping costs. Original shipping charges are nonrefundable. We recommend using a trackable shipping method because we cannot refund a return that does not reach us.

Opened food products

For food-safety reasons, opened or used matcha cannot be returned or refunded unless the product arrived damaged, defective, or incorrect.

Damaged or incorrect orders

Contact us within 7 days of delivery and include clear photos of the package and product. After review, we may replace the item or issue an appropriate refund at no additional product cost.

Refund timing

We will inspect an eligible return and email you with the decision. Approved refunds are issued to the original payment method. Your bank or card provider may take approximately 5–10 business days to post the credit.

Cancellations

Contact us promptly if you need to cancel. We will try to help, but an order cannot be canceled after it has been shipped.