Customer Information

Certain operations and data are essential to record an order, complete a purchase, issue an invoice and provide warranties.
The section below details the buying process and the rules of purchasing at SAZEN TEA to provide you with all the information you need to make an informed decision when selecting and ordering our products.

Company name: Sazen Tea Co., Ltd.
Company manager and owner: Jotatsu Motonari
Address: 604-0924 Kyoto Kuroto Building, Ichino Funairi-cho 376, Nakagyo-ku Kyoto
Contact information:

Operating Time

Webstore: open 24/7
Customer Service and Shipping:
open Mondays through Fridays, except Japanese holidays

Payment Options

PayPal: Online payment option with your personal PayPal account or bank card (VISA, MasterCard, JCB, AMERICAN EXPRESS, Discover Card)
Bank card payment: Online payment option using the secure web banking interface of Paygent. Accepted cards: VISA, MasterCard, JCB, AMERICAN EXPRESS or Diners credit cards
Bank transfer: A payment option only recommended for holders of Japanese bank accounts; banking charges apply to bank transfers from other bank accounts.
C.O.D. (Cash on delivery): Payment upon delivery. This service is available only for shipping addresses within Japan.

The banking partner of Sazen Tea Co., Ltd. is Mitsubishi Tokyo UFJ Bank.

Shipping Partners

Yamato Transport – Japan Domestic Courier Service
DHL – International Express Courier Service
Japan Post
- Yu-Pack – Japan Domestic Mail Service
- EMS – International Express Mail Service
- SAL – International Economy Surface Air Lifted
- ePacket – International Registered Air Small Packet
  To guarantee the safe delivery of all products, ePacket service is only available for non-fragile items.

Sales Volume

No volume restriction. (Except some products, please always check the product description pages.)

Required Payment Other Than Product

Package fee (handling, postage, fuel surcharge) except for Japanese addressees on orders over ¥10,000.

Package Fee Calculator

Choose your country and courier service to check the package fee:

Country:

Delivery service:

Estimated package weight: g

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Package fee*: ¥ ?

*This calculation is for information purpose only. Our system calculates the package fee based on the gross weight of the product, the weight of the box it is shipped in and shockproof material that guarantees safe shipping.

For international orders, it may occur that duties also have to be paid on receipt of the parcel. About the current rates of customs duties in your country please contact local authority. The customs duties do not belong to our competence.

Due for Payment

The withdrawal date is the closing date of each credit card company.
By means of a bank transfer: Please transfer the payment into our designated account within 5 working days. If the payment is not confirmed within this period, the order will be canceled.
Payment on Delivery (C.O.D.): Please pay the delivery man from Yamato Transport upon receiving the package.

Product Delivery Time

Goods will be dispatched within 10 business days after confirming the inventory of the product you have ordered. The delivery time after the posting date varies by country.

About Return and Exchange

Please contact us within 14 days after the arrival of the product and request cancellation of the order. We can comply with your request only on the following conditions.

The wrong product has been shipped.
The defective product has been shipped.
The damaged product has been shipped.

We do not accept the return of the product by the circumstances of the customer.

Detailed Information about General Purchase Terms and Conditions

Introduction

The following General Terms and Conditions of Purchase (hereinafter: GTC) apply to the www.sazentea.com website and they qualify as the general contract terms and conditions.
Our company reserves the right to modify the provisions of the GTC. Therefore, we kindly ask you to read the terms and conditions on the website before you make your purchase. In the event of any amendment to the GTC, the terms and conditions effective on the day you place your order will apply.

How to Order

You may place your order for our products via our website.
Click "ADD to cart" to add the specific product to your shopping list. If you wish to add other items to your shopping list, click “CONTINUE shopping”. To verify or change the content of your shopping list, click “Go to CART”. The "Shopping List" is designed to display the products you wish to order and to display their estimated cost. Once you select the shipping address, this page will also display the estimated shipping cost.
Click "Proceed to CHECKOUT" to proceed from the "Shopping List" to placing the order as a registered customer or as a temporary customer without registration.
We recommend that you always purchase as a registered customer to be eligible for the "My Sazen Reward Points" for each purchase. Click HERE for more details on our reward program.
Once you enter the required data (shipping address, payment method, shipping method), click "CONFIRM payment" to confirm your order.
Depending on the selected payment method, you are directed to the secure payment website of our partner or to our 'Confirm' page and then your order is activated.
You will receive automatic confirmation of your order to the e-mail address you entered. (Should you not receive such an automatic e-mail within 48 hours from the time you placed your order, please inform us using the Contact Us menu of our website. Please be sure to also check your SPAM box before contacting us.)

Payment

PayPal transaction:

By clicking on the “CONFIRM Payment” button the customer is redirected to a secure payment web page operated by PayPal Pte. Ltd., where options to proceed with a PayPal account or guest user are available. After giving adequate information and by clicking on the “Continue” button, you can start the transaction.
If you are not redirected from the payment page to the web store then the transaction is considered unsuccessful. If you are on the payment page and you click on the “Cancel and return to Sazen Tea” or “Refresh” buttons or if you close the browser window before you are redirected to the web store, the payment is considered as unsuccessful. If you would like to receive further information on the status of transaction or the reasons on its failure, please get in touch with your bank managing your account.
Cards accepted: The payment page of PayPal accepts bank cards belonging to the VISA, MasterCard, JCB, AMERICAN EXPRESS, Discover Card. You can pay from any foreign currency account according to the current exchange rate of PayPal.
The usage of PayPal system is a secure transaction method.
Learn more about PayPal HERE.

Bank Card transaction:

By clicking on the "CONFIRM Payment" button you will be redirected to Paygent’s secure site. After giving adequate information and by clicking on the “Continue” button, you can start the transaction.
If you are not redirected from the payment page to the web store then the transaction is considered unsuccessful. If you are on the payment page and you click on the “Previous page” or “Refresh” buttons or if you close the browser window before you are redirected to the web store, the payment is considered unsuccessful. If you would like to receive further information on the status of transaction or the reasons on its failure, please get in touch with your bank managing your account.
Cards accepted: The payment page of Paygent accepts bank cards belonging to the MasterCard and VISA family of cards as well as JCB, AMERICAN EXPRESS or Diners credit cards.
The usage of the Paygent system is a secure transaction method.

Payment due date:

The total order amount is pre-authorized by the bank card company immediately after the customer approves the payment, and the amount is withdrawn from the customer's account on the card company's closing day.

For bank transfers, the total purchase price of the order sent by e-mail is expected to be credited to our bank account in 5 business days following your order. If the amount is not credited to our account by the deadline specified, your order will be canceled.

For cash on delivery, you pay the total amount of your order (including the shipping fee) to the Yamato Transport courier.

Prices

The sales prices on the website are listed in Japanese Yen and include VAT.
Prices in other currencies on our website are for information only.
Pursuant to the currently effective Japanese laws, an 8% VAT applies to all items. No VAT is charged for non-Japanese companies, registered as corporate customers on our website.

Applicable charges beyond the product price

Package Fee

The sales prices of our products listed on the website do not include shipping charges or customs fees. Handling costs (packaging and preparation of package), postage (official prices charged by delivery services), and fuel surcharges (also charged by delivery services) are calculated based on the receiving country, the chosen delivery service and the measurements of the package. These expenses are then shown as Package fee in the Cart and are to be paid by the customer.
Customers are notified about related fees in all cases before the contract comes into force. The final compensation has to be paid in full through PayPal, Paygent or bank transfer in advance for the delivery of the products.
Please note that the Package fee is calculated based on the gross weight of the full package that is made up of the gross weight of the ordered items and the packaging. The shown weights in some product descriptions (usually teas) are of the net weight. Eg. the gross weight of 100 g loose tea is 120 g, or the gross weight of 40 g matcha tea is 90 g because of the can it is provided in.

Customs duties

Please note, that customs duties do not belong to our competence and the Package fee does not include customs fees. It may occur that duties have to be paid on receipt of the parcel. These fees are charged by the receiving country and we have no control over them. About the current rates of customs duties in your country please contact local authority.

Packaging

We package orders with the utmost care and attention.
Our extensive experience guarantees that the products you order will be shipped to you without any damage and with no reason for you to worry.
The photos below illustrate the type of packaging we use for the various product groups to guarantee their safe delivery.

Sales quantities

Orders on matcha tea, loose tea and incense have no quantity limit (except products marked as Limited).
Orders on tea utensils and accessories are limited to inventory. Order of higher quantity is possible depending on the manufacturer, but may require longer shipping time. In cases where there is a delay in the preparation of the package we will contact the customer to coordinate the date of manufacture.

Shipping Details

Delivery time

The employees at Sazen Tea work hard to make sure that your order is shipped as soon as possible. Depending on our inventories, packages are shipped within 10 business days from the time you place your order (normally in 3 days). If you order large quantities, we will contact you to coordinate the shipping date because it may take longer to process your order based on manufacturing capacities.

Please take into account that we do not work on weekends and national holidays.
In countries where Christmas is celebrated the processing of packages may take significantly longer during the holiday season.

Shipping destinations

Your package may be subject to customs proceedings in certain countries. This may slow down package delivery and may incur some extra charges. Customs proceedings are beyond our control and we cannot be held liable for what happens to your package once it reaches the country of destination. Please contact your local post office for more information.

IMPORTANT!
Please check your package for any damage upon delivery.
Do not accept damaged package.
If there is any visible damage on the outside of the package, please ask for a certificate from the shipping company stating the defect and contact us to have the product re-shipped.
Should you have any complaints, please use the Contact Us menu on our website.

The invoice, the instruction for use and any other information material will be included in the package.

Refund and Replacement

If you need a refund or replacement, please contact us within 14 days from the date the product is delivered to you.
We can honor your request for a refund or replacement only in the following cases:

The item shipped does not match the item ordered
The item shipped is defective
The item shipped is damaged

We are unable to refund orders for emotional or subjective reasons. We do not accept complaint if 14 days have passed after delivery of item.

Right of Cancellation

The right of cancellation based on emotional or subjective reasons cannot be applied to our products. Replacing or cancelling a purchased item before shipping is only possible for 24 hours after the order has been placed. After 24 hours processing of the order has begun therefore we are no longer able to change or cancel any items. Please carefully consider your order.
In cases of returned items, we are only able to give refund for utensils and accessories. We are unable to refund returned tea or items already used.
Defective or incorrect products are replaced by mail or courier service.
In case of defective or incorrect products, please contact us via the Contact Us menu.

Warranties and Guarantees

We offer warranty and guarantee for our products as required by law.
Please be informed that pursuant to the laws currently in force your purchase of our products qualify as a consumer contractual agreement.

Product imagery on our website may slightly differ from the actual products in color depth and shade.
Due to custom manufacturing technology and handmade decorations, certain products may slightly differ from their photographic representation as well as from each other if you order large quantities.

Should you have any questions or comments, please contact us via the Contact Us menu.

We wish you a pleasant browsing and shopping experience.

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