(Operated by QTX General Trading L.L.C)
At CHAWA, we take great pride in delivering the finest Japanese teas and accessories — each handled with care and respect for the spirit of Japanese tea culture. Your trust is our highest priority. We strive to ensure that every experience with CHAWA is smooth, reliable, and deeply satisfying.
Our customer care team is here to support you with sincerity and efficiency, should any concern arise.
1. Eligible Products for Returns & Exchanges
Tea Products (Matcha, Hojicha, Sencha, etc.)
Due to food safety, we are unable to accept any returns or exchanges on tea products . However, if your tea arrives damaged, deteriorated, or compromised in quality, we will gladly arrange a replacement or refund.
Tea Ware & Accessories (Cups, Chasens, Teapots, etc.)
Returns and exchanges are accepted within 10 days of delivery if the items are unused, undamaged, and in their original packaging.
Please note that sale items, customized or special-order products, and gift cards are not eligible for return or exchange.
2. Reasons Eligible for Returns & Exchanges
Returns or exchanges may only be accepted in the following cases:
● The product arrives damaged, defective, or deteriorated
● The product received is different from what was ordered
● The product is lost or missing during delivery
If any of the above applies, CHAWA will cover the related return or replacement costs.
Please note that returns or exchanges cannot be accepted for reasons attributable to the customer, including but not limited to ordering the wrong item or incorrect quantity.
3. Reporting & Request Period
● Please contact us within 10 days of delivery for standard returns or exchanges.
● For damaged, defective, or incorrect products, contact us within 48 hours of delivery, attaching photos if possible.
● For lost shipments, please contact us within 10 days of the shipment notification.
In most cases involving perishable products, photo evidence is sufficient — returning the product is not required.
4. How to Request a Return or Exchange
Please contact us at contact@chawajapan.com
and include the following information:
● Your full name
● Order number
● Email address and delivery address
● Description of the issue (with photos if applicable)
● Proof of purchase (receipt or invoice)
Once your request is reviewed, our team will provide instructions for the return or exchange process.
For food products, we aim to handle all cases with care and efficiency — minimizing any inconvenience for you.
5. Refunds
Once your return is received and inspected, we will notify you of the approval status. If approved, a refund will be processed to your original payment method within 7–14 business days.
Please note that processing time may vary depending on your bank or card issuer.
Alternatively, customers may choose a store credit or replacement product instead of a refund.
6. Order Cancellations
Orders may be canceled within 2 hours of purchase.
After this time, cancellations may not be possible as items are prepared for shipment. We kindly ask that you contact us as soon as possible if you wish to make changes to your order.
7. Non-Refundable Items
● Opened or consumed tea products (unless defective or spoiled)
● Customized or special-order products
● Gift cards and promotional vouchers
8. Our Commitment
Every CHAWA product reflects the spirit of “Timeless Harmony” — balancing authenticity and modernity, precision and warmth.
If your order does not meet your expectations, please reach out.
We promise to respond with sincerity and to make it right, ensuring that your CHAWA experience remains worthy of the Japanese tea tradition we represent.
Nothing in this policy shall limit or waive any legal rights or remedies available to consumers under applicable UAE law.