Refund policy

Retail Return & Refund Policy

Please choose carefully, as Operator San does not offer refunds, returns, or exchanges for a change of mind (including incorrect size selection, swapping variants, or accidental purchases) on any food, beverage, or merchandise items.

Damaged or Faulty Items (Consumer Guarantees) We take great care in packaging our specialty matcha, coffee, and fragile ceramics. However, if any retail product you receive has a major fault, is damaged in transit, or does not match its description, you are entitled to a consumer guarantee under Australian Consumer Law.

• In-Store Purchases: Please bring the faulty item back to our café along with your proof of purchase (physical or digital receipt, or bank statement) for an immediate refund or replacement.

• Online Orders: If your ceramic items (bowls, cups, or chawan sets) arrive broken, or if your food item is compromised, please email us at info@operatorsan.com.au within 48 hours of delivery. Include your order confirmation number and clear photos of the damaged item.

Where an item is found to be legitimately faulty, Operator San will provide a full refund back to the original payment method or issue a free replacement (including covering any necessary return shipping costs).