General Transaction Conditions

This page provides the general transaction conditions applicable to purchases made on the Ichigo & Co. website. By placing an order on this website, customers acknowledge that they have read and agreed to the transaction conditions described below.

1. Scope of Goods and Services

Ichigo & Co. provides products and services through this website, including but not limited to:

Matcha powder
Matcha preparation tools
Ceramics and tea-related products
Other products introduced on the website

Service coverage includes:

Shipping within Vietnam
International shipping to supported countries or regions

In certain circumstances, we may refuse to provide services or ship orders if:

Delivery to a specific location is not feasible due to logistics
There are legal restrictions in the destination country
A product is temporarily out of stock or discontinued

Ichigo & Co. reserves the right to:

Limit purchase quantities per customer, region, or country
Discontinue any product without prior notice

2. Ordering Process and Order Confirmation

The ordering process on the website generally includes the following steps:

Customers select products and add them to the cart
Customers provide shipping and payment information
Customers confirm the order on the website

An order is considered accepted only when:

Payment has been successfully processed; and
Ichigo & Co. sends an order confirmation email

Ichigo & Co. reserves the right to refuse or cancel orders in cases such as:

Pricing errors
Product unavailability
Invalid payment information
Transactions suspected of fraud

3. Product Pricing and Payment

Product prices displayed on the website may change without prior notice.

Unless otherwise stated:

Product prices do not include shipping fees
For international orders, prices do not include import duties or local taxes

Customers are responsible for:

Providing accurate payment information
Ensuring they are authorized to use the selected payment method
Paying all applicable charges related to the purchase

4. Shipping and Delivery Policy

Orders are processed within:

1–3 business days after payment confirmation

Estimated delivery times:

Vietnam (domestic): 2–5 business days
International: 5–14 business days

Delivery times are estimates only and may vary due to:

Shipping carrier operations
Customs clearance procedures
Force majeure events

Ownership and risk of loss transfer to the customer once the goods are handed over to the shipping carrier.

5. Product Inspection Policy

Customers are responsible for inspecting their order upon delivery.

If any of the following issues are discovered:

Defective products
Damage during shipping
Incorrect items delivered

Customers must:

Notify Ichigo & Co. within 48 hours of receiving the order
Provide photos or relevant information to support the claim

After this period, Ichigo & Co. may decline to process the complaint.

6. Return and Refund Policy

Ichigo & Co. offers a 30-day return policy from the date customers receive their order.

To be eligible for a return:

The item must be in its original condition
The product must be unused
Original packaging and tags (if applicable) must be included
Proof of purchase must be provided

Certain items are not eligible for return:

Perishable goods such as food products that have been opened
Custom-made or personalized products
Personal care products
Sale items
Gift cards

Once the returned product is inspected and approved, refunds will be issued to the original payment method within up to 10 business days.

7. Return Shipping Costs

Unless the return is due to an error by Ichigo & Co., customers may be responsible for the return shipping costs.

Specific details regarding return shipping costs will be provided depending on the situation.

8. Rights and Responsibilities of the Seller

Ichigo & Co. is responsible for:

Providing clear and accurate product information
Processing orders and delivering products according to published policies
Supporting customers with valid return or complaint requests
Protecting customers’ personal information in accordance with the Privacy Policy