Refund policy
Return & Refund Policy – Matcha Essence
All sales are final. We do not accept returns or refunds for change-of-mind purchases.
Eligibility
We only accept returns or issue refunds if:
- The product is faulty, damaged, or not as described
- The product is unopened, unused, and in its original sealed packaging
Timeframes
- Refund or return requests must be made within 30 days of receiving your order
- Defective or damaged items must be reported within 7 days of delivery
Conditions
To qualify for a refund:
- Products must be unopened, unused, and in original packaging with seals intact
- Opened packets cannot be returned unless the product is defective or damaged (for health and safety reasons)
Proof Required
- A valid order number or receipt
- For defective or damaged items, clear photos must be provided
Return Process
- Contact us at matchaessence.au@gmail.com with your order number and a brief explanation of the issue.
- If eligible, we’ll provide a shipping label.
- You are responsible for return shipping costs.
- Return the item in original packaging to our return address (provided upon approval).
- Once received and inspected, we’ll process your refund within 5–7 business days to your original payment method.
Quality Guarantee
If you’re not satisfied with the quality of an unopened product, we’ll issue a full refund within 30 days.
For opened products, refunds or replacements are only available if the product is defective or damaged.
Fairness & Fraud Protection
We reserve the right to limit or refuse returns in cases of suspected fraud, abuse, or excessive return requests.
We monitor returns to protect our business and maintain fair pricing for all customers.