Cancellation policy

Order Inspection Upon Delivery

Upon receiving the shipment, the customer must inspect the contents of the order and verify that all items match the order details and the invoice issued at the time of purchase.
In case of missing items, errors, or defects in the shipment, the customer must notify customer service as soon as possible and provide the order number and photos (if necessary).

Order Cancellation & Returns

Order cancellations and returns will be handled in accordance with the Consumer Protection Regulations (Cancellation of Transaction), 2010, and the Israeli Consumer Protection Law, 1981.

Food items—including matcha or any other edible products—cannot be returned once the packaging has been opened, even if the product was not used.

A customer may cancel the order within 14 business days from the date of delivery, subject to the following conditions:

  • Products must be unopened, in their original packaging, unused, and without any damage.

  • The customer must provide the original tax invoice or valid proof of purchase including the transaction date, payment amount, and method of payment.

  • For products purchased as part of a set or bundle, returns will be accepted only for the full set, not for individual items from the bundle.

Cancellation Fees

If the cancellation or return is not due to a defect or an error caused by the company, the company may charge a cancellation fee of 5% of the order value or 100 ₪ — whichever is lower.

Order Changes or Cancellations by the Customer

Any request to change, cancel, or return an order must be made exclusively through the company’s customer service and is subject to prior approval by the company.
The company reserves the right, at its sole discretion, to decline a cancellation or change request for an order that has already been processed.

Order Cancellation by the Company

The company may, at its sole discretion, cancel any order for any reason, even after an order confirmation email has been sent.
If an order is cancelled, the customer will receive a notification by email or phone (at the company’s choice), and the customer will not be entitled to any compensation or claim regarding the cancellation.

In cases of cancellation by the company, the full amount paid for the order will be refunded.
If a change was approved by the company, the customer will be charged or refunded accordingly based on the updated order value.

Technical Errors & Misprints

The company may cancel a transaction even after it has been completed if a typographical error, technical issue, or system malfunction occurred (including pricing errors or incorrect product information).

Force Majeure & Delays Beyond Company Control

In cases of extraordinary events or circumstances beyond the company’s control—such as strikes, shutdowns, transportation restrictions, severe weather conditions, security events, military reserve call-ups, computer or communication failures, or any other event classified as force majeure—the company may delay or cancel the execution of the order, in whole or in part, at its sole discretion.

In such cases, the customer will have no claim, demand, or lawsuit against the company due to the delay or cancellation.