Terms & Policy

Welcome to NIWA Matcha. By using our website, placing an order, or interacting with our products, you agree to the following terms and conditions. These terms exist to protect both you as the customer and us as the provider, ensuring a smooth and transparent experience.

1. About Us

NIWA Matcha is a Uji-Rotterdam based business specializing in premium Japanese matcha, including ceremonial-grade, flavored, and baking matcha powders. We work closely with local Japanese farmers and suppliers to ensure every product reflects the quality and intention we stand for: purity, authenticity, and beauty in simplicity.

2. Pre-Orders

When a product is temporarily out of stock, we may open pre-orders for the next expected batch. This allows you to secure your desired items in advance.

  • Pre-orders guarantee early access to the product is restocked.

  • Estimated shipping timelines are shared during the pre-order process but are subject to change due to harvest schedules, customs delays, or unexpected logistics disruptions.

  • You may cancel a pre-order and request a full refund anytime before your item ships.

  • Once dispatched, your order is subject to our standard return and refund policy.

We will do our best to keep you informed of any meaningful delays or changes during the process.

3. Shipping & Fulfillment

We process and ship orders Monday through Friday, excluding Dutch national holidays.

  • Same-day shipping is available for orders placed before 16:00 CET.

  • Orders placed after 16:00 will be processed the next working day.

  • Shipping costs and estimated delivery times are displayed at checkout and vary by region.

  • Once shipped, you will receive a confirmation email containing your tracking link (unless you selected the reduced shipping method without tracking. See section 3.1).

We ship worldwide. For wholesale/B2B or international orders, please email us directly at wholesale@niwamatcha.co.

3.1 Reduced Shipping Without Track & Trace

To accommodate all budgets, we offer a low-cost, no tracking shipping option.

If you choose this option, please note:

  • We are not liable for lost, delayed, or untraceable packages once they have been dropped off with the carrier.

  • This method is entirely at your own risk.

  • We strongly recommend selecting a tracked shipping option for peace of mind.

Once a parcel is handed over to the carrier, we cannot retrieve or intervene in its journey if you’ve chosen this reduced shipping method.

4. Returns & Refunds

You may return your purchase within 14 days of receiving your order, in accordance with EU consumer rights, provided the product is:

  • Unopened

  • Unused

  • In original condition and packaging

To request a return:

  1. Email us at returns@niwamatcha.co with your order number and reason for return.

  2. We will respond with return instructions and the appropriate address.

Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect.

After we receive and inspect the returned product, we will issue a refund within 7 business days to your original payment method.

Important: We cannot accept returns on opened or consumed food products for hygiene and safety reasons. This includes any pouch that has been opened or tampered with.

5. Damaged or Incorrect Items

If you receive a damaged item or the wrong product, please notify us within 48 hours of delivery.

  • Email contact@niwamatcha.co with your order number, a description of the issue, and clear photos of both the product and the packaging.

  • We will resolve the issue promptly. Either through a refund, replacement, or store credit.

Claims made after 48 hours may not be accepted, depending on the situation.

6. Product Quality & Variation

We strive to maintain consistent quality across all products, but due to the natural and artisanal nature of matcha, some variations are normal and should be expected:

6.1 Color Variations

Due to differences in screen settings and device displays, the actual color of your matcha may vary slightly from what you see online.

Lighting, harvest timing, and leaf blending may also influence the green tone from batch to batch.

6.2 Taste Differences

Matcha flavor can vary depending on:

  • The water quality and temperature you use

  • Whether it's mixed with milk or plant-based alternatives

  • Whether it’s sweetened or consumed plain

  • Preparation tools (e.g. whisking vs. stirring)

While we ensure consistent blending and sourcing, flavor and aroma may differ slightly between harvests.

These natural differences are not considered defects but rather a hallmark of authentic, seasonal Japanese tea.

7. Food Safety & Storage

Our matcha is packaged for optimal freshness and shelf life. However:

  • Always seal your pouch tightly after each use

  • Store in a cool, dark place, ideally in the refrigerator

  • Keep away from humidity and direct sunlight

Once opened, we recommend consuming your matcha within 60 days for peak flavor and aroma.

8. Liability Disclaimer

By purchasing from NIWA Matcha, you agree that:

  • NIWA Matcha is not responsible for postal delays or losses, especially when using non-tracked shipping.

  • We are not liable for variations in product color or flavor due to natural differences in harvests.

  • We do not accept responsibility for incorrect usage, preparation errors, or personal taste preferences.

  • All recommendations (e.g. taste pairings, recipes, storage suggestions) are non-binding guidelines and do not replace your own due diligence or food sensitivities.

9. Intellectual Property

All content on this site including product descriptions, photos, packaging design, and branding is the intellectual property of NIWA Matcha. Reproduction or unauthorized use is strictly prohibited without written consent.

10. Contact Us

We are here to help and happy to answer any questions you may have. For support, returns, wholesale inquiries, or just to say hello: contact@niwamatcha.co