Refund policy
Our Return & Refund Policy
We want you to love your experience with our products! If something isn't right, we are here to help. Please review our guidelines below to see how we can assist you.
30-Day Returns (US Orders)
We offer a 30-day return window for eligible items shipped within the United States. You have 30 days from the date you receive your package to request a return.
- To Be Eligible: Your item must be unopened, unused, with all original tags attached, and in its original packaging. Please keep your receipt or proof of purchase handy.
- Exclusions: We cannot accept returns on food items, perishable goods, or any orders shipped outside of the USA.
- How to Start: Simply email us at support@matchamatsuda.com
- Shipping & Fees: If your return is accepted, we will send you a prepaid shipping label and clear instructions. Please note that original shipping costs and return shipping fees will be deducted from your final refund. We cannot accept items sent back to us without a prior return request.
Damages & Order Issues
Your satisfaction is our priority. Please inspect your order as soon as it arrives. If an item is damaged, defective, or if you received the wrong product, contact us immediately at support@matchamatsuda.com so we can make it right for you.
Non-Returnable Items
While we try to be as flexible as possible, certain items cannot be returned:
- Perishables: Food (including matcha), flowers, or plants.
- Custom Goods: Special orders or personalized items.
- Personal Care: Beauty and personal care products.
- Promotions & Gifts: Sale items and gift cards.
- Hazardous Materials: Flammable liquids, gases, or regulated materials.
If you have questions about a specific item, please reach out to our team!
Exchanges
The quickest way to get the item you want is to return your original purchase.
Once your return is accepted, you can place a fresh order for your new item right on our website.
Refund Process
Once we receive and inspect your returned item, we will email you to let you know it has arrived safely and confirm your refund status.
- Approved refunds are processed automatically back to your original payment method within 10 business days.
- Please keep in mind that banks and credit card companies can take a few extra days to post the funds to your account.
- If 15 business days have passed since your approval and you haven't seen your refund, please contact us at support@matchamatsuda.com.
Faulty Products
Your consumer protection rights are fully safe with us. If you believe an item is faulty, please email us at support@matchamatsuda.com so we can arrange a repair, replacement, or specialized refund.