Refund policy

RETURN & REFUND POLICY

Last updated: 2026/2/28

At NAKAI, we take pride in the quality of every product we offer. If your experience does not meet your expectations, we are here to make it right.


UNITED STATES
Returns are accepted within 8 calendar days of delivery. Complimentary return shipping is provided for all approved returns within the United States.

To be eligible, items must be:
• Unused and unopened, with all original seals and packaging intact • In the same condition as received • Accompanied by valid proof of purchase

As our matcha is a consumable product, opened or used items cannot be accepted for return on health and safety grounds. We reserve the right to decline returns that do not meet these criteria or that reflect a pattern of excessive return activity.


EUROPEAN UNION
In accordance with EU consumer protection law, customers residing in the European Union have the right to withdraw from a purchase within 14 calendar days of receiving their order, without providing a reason.
To exercise this right, please notify us within 14 days at Info@s-natural.xyz, clearly stating your intention to withdraw.

Upon withdrawal:

• All payments received, including standard delivery costs where applicable, will be reimbursed within 14 days of receiving your notification or the returned goods, whichever is later.
• Return shipping costs are the customer's responsibility unless the return arises from our error or a product defect.

Please note that the right of withdrawal does not apply to sealed goods that have been opened after delivery and are unsuitable for return on health protection or hygiene grounds. Opened matcha products are therefore exempt from this right.


PACKAGING
Our packaging is intentionally crafted from natural materials, selected with both tactile quality and your well-being in mind. As a characteristic of these materials, minor creases or fold marks may be present upon delivery. This is an inherent quality of natural packaging and does not constitute a defect. Items received in this condition are not eligible for return.


DAMAGED OR INCORRECT ITEMS
We ask that you inspect your order upon receipt. Should any item arrive damaged, defective, or incorrect, please contact Info@s-natural.xyz promptly with your order number and supporting photographs. We will resolve the matter without delay.


RETURNS PROCESS
To initiate a return, please email Info@s-natural.xyz with your order number and reason for return. A return authorization must be obtained before sending any item back. Returns received without prior authorization will not be processed.

REFUNDS
Upon receipt and inspection of the returned item, approved refunds will be issued to the original payment method within 5–10 business days. Original shipping fees are non-refundable unless the return is due to our error.

EXCHANGES
We do not facilitate direct exchanges. Please return the eligible item and place a new order at your convenience.


CONTACT

NAKAI Inc. 210-18 Kamiyokocho, Kamigyo-ku, Kyoto, Kyoto 602-0073, Japan Email: Info@s-natural.xyz