Refund policy

We want you to be completely satisfied with your purchase. If you have any concerns, please review our refund policy below:

1. Matcha Products:

   Due to health and safety regulations, matcha products cannot be refunded or exchanged. Once purchased, they are considered final sale as they are food items.

2. Other Products:

   If you are not satisfied with your purchase (excluding matcha products), you may request a refund or exchange within 7 days of receiving your order. To be eligible for a refund or exchange, items must be unused, unopened, and in their original packaging.

3. Refund Process:

   To request a refund or exchange, please contact us at info@matchamate.com.au with your order number and a description of the issue. We may require you to return the item, and once it is received, we will issue your refund or exchange.

4. Damaged or Faulty Items:

   If your item arrives damaged or defective, please contact us within 7 days of receiving your order. To process your claim, we’ll need you to send multiple clear photos of the damaged item, including packaging and the product itself. Once we have received the necessary photos, we will offer a full refund or replacement at no additional cost.

5. Shipping Costs:

   Shipping fees for returned items are non-refundable, and customers are responsible for return shipping costs unless the item is faulty or damaged.

6. Sale Items:

   Sale items are final sale and cannot be refunded or exchanged, unless they are faulty or damaged.