Refund policy

 

 

At ROKURA, our products are housed in light-protected "Silver Vault" tins to preserve molecular integrity and peak vibrancy. Because our matcha is a perishable food item, we maintain a strict return protocol to ensure the safety and purity of our inventory.

1. Returns & Exchanges

  • Unopened Products: You have 14 days from the date of delivery to request a return for a full refund. The product must be returned in its original, unopened condition with the security seal intact.

  • Opened Products: For health and hygiene reasons, we cannot accept returns or offer refunds for tins where the seal has been broken or the product has been used.

2. Damaged or Defective Items

  • If your Silver Vault tin arrives damaged or the physical seal is compromised, please contact our support team at ritual@rokura.co.uk within 48 hours of delivery.

  • Please include your Batch Number (e.g., E01-100) and photographic evidence of the defect so we can verify the issue against our production archives.

3. The Return Process

  • To initiate a return, email ritual@rokura.co.uk with your order number.

  • Customers are responsible for return shipping costs unless the item is deemed defective by our quality team. We recommend using a tracked service.

4. Refunds

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed to your original payment method within 5–10 business days.

5. Non-Returnable Items

  • Items marked as "Final Sale" or part of a limited Edition 1 archive release.