Last updated: April 22, 2026. This policy applies to orders you place on our website and describes how Cha Cafe USA handles refunds, returns, and exchanges. We ship to customers around the world; international rules (including customs, taxes, and carriers) are explained below.
By placing an order, you agree to this policy. If anything here conflicts with mandatory consumer laws in your country, those laws will apply to the extent required.
Many of our products are food, beverages, or other consumables. For health and safety reasons, opened or used consumable items generally cannot be returned. Sealed, non-perishable items in original, sellable condition may be eligible for return or exchange in the timeframes below, at our discretion and subject to this policy.
Non-returnable or restricted categories can include, where applicable: perishable goods, opened or partially consumed products, made-to-order or customized items, clearance or final sale items, gift cards, and items that cannot be resold for health or safety reasons. We will state any product-specific return limits on the product page or at checkout where possible.
If your order arrives damaged, defective, or not what you ordered, contact us as soon as possible, ideally within 7 days of delivery, at [email protected] (include your order number and photos of the issue). We will work with you to offer an appropriate solution, which may include replacement, store credit, or a refund, depending on stock and the situation. We may ask you to provide reasonable documentation (e.g. photos, carrier information).
For items eligible under Section 2, you may request a return for a refund or exchange within 30 days of delivery, provided the items are unopened, unused, and in original packaging where that is possible for the product. Some categories may not qualify; we will confirm when you request a return.
International orders may be subject to import duties, taxes, customs fees, and broker charges assessed by the destination country. These are usually the recipient’s responsibility and are not included in the product or shipping price we charge unless we explicitly state otherwise at checkout. Refunds for returned goods typically do not include duties, taxes, or fees you paid to your government or carrier unless required by law.
Delays due to customs clearance are outside our direct control. If a shipment is refused, abandoned, or returned to us because of duties, an incorrect address, or failure to collect, you may be responsible for return shipping and restocking; we will apply credits or refunds only after the goods are received back in acceptable condition, subject to this policy and any fees charged by the carrier or customs.
Email [email protected] with your order number, the items you wish to return, and the reason. We will provide return instructions, including the return address. Do not send returns without approval — we may not be able to process unsolicited packages.
Unless we sent the wrong or damaged product, return shipping costs are usually paid by the customer, including for international returns. We recommend a trackable service and, for higher-value items, insurance; we are not responsible for items lost in return transit without proof of delivery. Title and risk of loss for returns pass in accordance with the carrier and our instructions, which we will provide when you request a return.
After we receive and inspect an eligible return, we will notify you and process an approved refund to the original payment method where possible. Please allow a reasonable time for your bank or card issuer to post the credit (often 5–10 business days after we issue the refund, depending on your provider). Original outbound shipping costs may be non-refundable except where required by law or where we have agreed to cover them in writing.
If you need to cancel an order before it ships, contact us immediately. We will do our best to stop shipment; if the order has already shipped, our standard return and refund process applies and shipping fees may not be recoverable except as described above or as required by law.
Where we offer exchanges, the fastest path is often to return the original item and place a new order; we can advise you case by case. Exchanges are subject to product availability and this policy.
Questions about refunds, returns, or this policy: [email protected]