Returns & Refund Policy

Your satisfaction is important

At Balokar, we’re dedicated to ensuring your Matcha Bowl Set and Ceramic Tea Canister—meet your expectations. If they don’t, we’ve got a straightforward and fair refund and return process to make it right. Need assistance? Reach out to us at [email protected] —we’re available Monday through Friday, 9 AM to 5 PM EST.

Exchange

• We do not offer direct exchange services.

• When ordering, customers must confirm all details (color, size, style, quantity, etc.). As such, we do not accept returns or exchanges for reasons like selecting the wrong product, variation, or shipping address. To receive a different item, return your current product for a refund (if eligible) and place a new order at balokar.com.

Cancel Order

• Timeframe: You may cancel your order within 6 hours of placing it. After this period, your order may already be processed or shipped and cannot be canceled.
• Order Cancellation Fee: A fee of 10% of your total order value will apply.
• How to Cancel: Email your order number and cancellation request to [email protected]. We’ll confirm within 2-3 business days.

Give Back

• 30 Day Return Window: You have 30 days from the tracked delivery date to request a return. Requests after 30 days are considered accepted and ineligible for a refund.
• Conditions: Returns are accepted only in these cases:
  
  • The item arrives damaged (e.g., cracked ceramic, chipped bowl or canister).
  • The item differs in style, size, or design from what was ordered.
  • You received the wrong product..
  • The item doesn’t match the description on balokar.com.
• Condition of Returned Items: Items must be:
  

  • Unused and unwashed (Matcha Bowl Set must be unused; Ceramic Tea Canister must be empty and clean).

  • In original condition, with all packaging, inserts, and protective materials intact.
  • Free of any damage not caused during shipping or by us.

• How to Return:

• 1. Email [email protected] within 30 days of delivery with your order number, reason for return, and required documents (listed below).
  2. Our team will review your request within 2-3 business days and, if approved, provide a return address and instructions.
  3. Package the item(s) securely and ship using a trackable carrier.
  4. Send the return tracking number or a photo of the return receipt to [email protected].

• Required Documents:

• • Proof of purchase (e.g., order confirmation email).
  • Proof of the issue (e.g., photos of damage or incorrect item).
  • Shipping label or receipt (if applicable).

• Important Note:

• • Do not return items without our confirmation email—we’re not responsible for lost returns.
  • Refunds won’t be issued if we don’t receive the returned package. Always provide the tracking number to [email protected].

Refund

• Amount: For approved refunds:
  
  • We’ll refund the full product price, including original shipping fees (e.g., $9.99 for US orders).

• Progress:

• • Refunds are processed within 3 business days of receiving your return.
  • You’ll get a confirmation email once the refund is credited to your original payment method (e.g., credit/debit card).
• Late or Missing Refunds: Bank processing may take an additional 10-15 business days. If you don’t see your refund after 15 business days, check with your bank or card issuer, then contact [email protected] —we’ll respond within 2-3 business days.

Return Shipping Costs

• Customers are responsible for return shipping costs unless the issue is our fault (e.g., damaged, incorrect, or defective items). In such cases, we’ll provide a pre-paid return label.

Need Help?

Got questions or issues with your return? We’re here to assist!

• Email: [email protected]
• Phone: +1 ‪(508) 686-1464‬
• Support Hours: Mon – Fri: 9 AM – 5 PM EST