Refund policy
Here at Hojicha House, we are proud of the quality of our premium hojicha powder and loose leaf tea. Every order is hand packed and carefully inspected prior to shipping and should arrive in perfect condition.
Defective, damaged or incorrect items
Where a product is deemed defective, damaged, or incorrect, we will arrange a replacement or refund in accordance with the Australian Consumer Law.
If you receive your item(s) and believe they are defective, damaged, or incorrect, please contact us at hello@hojichahouse.com.au within 7 days of receiving your order.
To be eligible for a return, the item must be unused, unopened and in its original packaging. If a return is required due to a defective, damaged, or incorrect item, Hojicha House will provide a shipping label to cover the return shipping costs and you will have an additional 14 days to send the item back.
After we receive the returned item, a replacement or refund will be processed within 1-3 business days and you can expect to see the refund in your account within 5-7 business days thereafter.
Order never arrived
Under the Australian Consumer Law, if your order has not been delivered, you may be entitled to a replacement or a full refund.
Please contact us so we can investigate the delivery with Australia Post. If the parcel is confirmed as lost or cannot be delivered within a reasonable timeframe, we will arrange a replacement or refund.
Change of mind and taste profile
Because tea is a food product, we do not accept returns or exchanges for change of mind, any opened or partially consumed items, or where the taste profile does not meet personal preference, including flavour, aroma, colour, or general preference.
Why taste profile returns are not accepted
This policy is standard across the food and beverage industry and exists to uphold strict hygiene, safety, and product integrity standards.
Hojicha is a green tea leaf product influenced by climate, soil, and seasonal conditions. While our supplier maintains premium quality and consistency, each harvest may vary slightly from season to season in Japan, much like any produce grown in Australia.
These subtle variations are not defects, but a reflection of the care, skill, and tradition behind hand reared, carefully cared for, and hand picked green tea.
Order cancellation
Orders may be cancelled within 1 hour of purchase or before they have been shipped. Once an order has been shipped, it cannot be cancelled.
To request a cancellation, please contact us promptly at hello@hojichahouse.com.au.
Refund processing
Once assessed and approved, any replacement or refund will be processed within 1-3 business days. Refunds are issued to the original form of payment and may take 5–7 business days to appear, depending on your financial institution.