Refund policy
Return Policy
At Chagoto, we value your satisfaction. Please read the following guidelines for returns and refunds.
Items Eligible for Return
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Returns are accepted within 7 days of delivery.
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Items must be unused, unopened, and in their original packaging.
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Proof of purchase (e.g., receipt or order confirmation) is required.
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Customers are responsible for return shipping costs unless the return is due to our error.
Non-Returnable Items
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Opened or used products cannot be returned due to hygiene reasons.
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If the returned item does not meet the eligibility criteria, we reserve the right to deny a refund.
Damaged or Incorrect Items
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If your order arrives damaged or incorrect, please contact us within 7 days of receipt.
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We will replace the item or issue a refund at no additional cost.
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Please provide photos of the damaged or incorrect item when reaching out.
Return Process
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Contact us at matcha@chagoto.com with your order details, reason for return, and supporting images.
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If eligible, we will provide return instructions.
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Ship the item back to us within the specified timeframe.
Refunds
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Refunds will be processed to the original payment method within 30 days of receiving the returned item.
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Shipping fees are non-refundable unless the return is due to our error.
International Orders
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Customers are responsible for customs duties and taxes. These are non-refundable.
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We recommend contacting your local postal service for any unclaimed parcels.
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We are not responsible for delays caused by customs or postal services.
For further assistance, please reach out to us at matcha@chagoto.com. Thank you for choosing Chagoto!