Effective Date: January 1, 2020
Last Updated: January 1, 2025

At Serene Tea Rooms ("we," "us," or "our"), we strive to ensure complete customer satisfaction with every purchase and service. This Refund Policy outlines the terms and conditions under which refunds, returns, and cancellations are handled.

1. Service Cancellations

If you need to cancel a reservation or booking, the following cancellation terms apply:

  • More than 48 hours before the scheduled service: Full refund, no cancellation fee.
  • 24 to 48 hours before the scheduled service: 50% refund of the booking amount.
  • Less than 24 hours before the scheduled service: No refund will be issued.
  • No-show: No refund will be issued.

Cancellations can be made by contacting us via phone at +81-3-6822-4500 or by email.

2. Product Returns

For physical products (tea, accessories, gift sets) purchased through our store or website:

  • Products may be returned within 14 days of the purchase date.
  • Items must be unused, unopened, and in their original packaging.
  • Perishable goods (loose tea, fresh items) cannot be returned once opened.
  • Proof of purchase (receipt or order confirmation) is required for all returns.

3. Refund Process

Once we receive your return request and verify the item(s) meet the return criteria:

  • Refunds will be processed within 7-10 business days.
  • Refunds will be issued to the original payment method.
  • Credit card refunds may take an additional 5-10 business days to appear on your statement, depending on your card issuer.
  • Cash purchases will be refunded via bank transfer.

4. Non-Refundable Items and Services

The following are not eligible for refunds:

  • Gift cards and vouchers (unless required by applicable law).
  • Customized or personalized products.
  • Services that have already been fully rendered.
  • Items purchased on clearance or marked as final sale.
  • Downloadable digital content.

5. Damaged or Defective Items

If you receive a damaged or defective product:

  • Please contact us within 48 hours of receipt.
  • Provide photographs of the damaged item and packaging.
  • We will arrange a replacement or full refund at no additional cost to you.
  • Return shipping for defective items will be covered by us.

6. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

  • Check your bank account or credit card statement again.
  • Contact your bank or credit card company, as processing times may vary.
  • If you have completed these steps and still have not received your refund, please contact us.

7. Exchanges

We offer exchanges for products of equal or greater value (with the difference payable by the customer). Exchange requests must be made within 14 days of the original purchase date. Items must meet the same conditions as returns (unused, unopened, original packaging).

8. Shipping Costs

Original shipping costs are non-refundable unless the return is due to our error (wrong item shipped, defective product, etc.). Return shipping costs are the responsibility of the customer unless the return is due to our error.

9. Event and Workshop Cancellations

For special events, tea ceremonies, and workshop bookings:

  • More than 7 days before the event: Full refund.
  • 3 to 7 days before the event: 50% refund.
  • Less than 3 days before the event: No refund.

If we cancel an event, you will receive a full refund or the option to transfer your booking to a future date.

10. Force Majeure

In the event of natural disasters, pandemics, government-imposed restrictions, or other circumstances beyond our control that prevent us from providing the booked service, we will offer a full refund or credit for future use.

11. Changes to This Policy

We reserve the right to update or modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. We encourage you to review this policy periodically.

12. Contact Us

If you have any questions about this Refund Policy or need to request a refund, please contact us:

Serene Tea Rooms
3-1-2 Nihonbashi, Chuo-ku, Tokyo 103-0027, Japan
Phone: +81-3-6822-4500
Email: support@binarylinkbase.com
Business Hours: Monday - Sunday, 9:00 AM - 8:00 PM