It is our privilege to stand behind our 30-day money-back guarantee on our products. The 30-day period is calculated from the calendar date that a shipping label is generated for your order and is not from the time of delivery. If for any reason you are dissatisfied with our products, we will fully refund the eligible amount of your purchase. Only unopened products subject to additional terms below are eligible for return. Once we receive the item(s) back, we will immediately process the appropriate refund once items arrive back in our warehouse.
At Matcha.com, our priority is to make our customers feel great and in return, spread our matcha mission. We will do everything we can to help ensure that you are 100% satisfied. Most issues can be resolved by contacting our Matcha Concierge team at firstname.lastname@example.org for prompt assistance, tips, and tactics on how to enjoy and properly use our products.
Conditions of Return
To be eligible for a return, your item(s) must be unopened and in new condition. Your return must also be in the original packaging and include a receipt or proof of purchase. Sale items and items purchased with promotional or discount offers or subscription discounts are not eligible for return; only regularly priced items at the time of purchase may be refunded, subject to an approved RMA. You must make a request for an RMA during the money-back-guarantee window.
If you are unsatisfied with the flavor of a tea product after opening, and your item was a Matcha Prime purchase, we may send you a different tea product that you may potentially better enjoy instead. In order to take advantage of this Replacement Benefit, your Matcha Prime subscription must be in good standing and remain active for at least 30 days after receiving your replacement tea. If your Matcha Prime subscription is cancelled within those 30 days, you may be charged for the replacement tea at our sole discretion. This Replacement Benefit is your only remedy to being dissatisfied with the flavor of a tea product. Only one replacement benefit is available per qualified order, and each use of this benefit is subject to our ultimate discretion.
Shipping of Return
To return your product, first ensure your product falls within the guidelines above. Next, notify us of the intent to return via email@example.com. We will confirm eligibility for renewal at which point you may ship the item back. You must provide tracking for us to follow the return process. The return address is Matcha.com, 42301 Zevo Dr, STE A, Temecula, CA 92590, United States.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of any return shipping you paid will not be reimbursed. You may choose to insure the return package. We are not responsible for any postage, service fees, insurance fees, or otherwise in the process of returning an item.
Once we receive a qualified return, a $5.00 or 15% return processing fee (whichever is greater) will be deducted from the eligible refund. If your order was made with any discount code, sale, or Matcha Prime, the discounts, we may reject a request for return at our discretion.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within seven days.
If you haven’t received a refund yet, check with your credit card or bank to see if there is a refund waiting to be posted. If you still have not received your refund yet and it has been longer than 30 days, contact us at firstname.lastname@example.org.
Items Received as Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and he/she will find out about your return.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send the defective or damaged item to: Matcha.com, 42301 Zevo Dr, STE A, Temecula, CA 92590, United States
Items Lost, Stolen, or International Orders
In the event that an item is lost or stolen during or after shipment, MatchaKari is not responsible for replacing the order. If the items have been verified to have been delivered via tracking number Matcha.com is not responsible for replacing said items. Unfortunately, there have been several instances where we replaced stolen items only to find out that these items have been delivered to the customers after all.
In the case of orders with a non-U.S. or non-U.S.-Territory shipping address, "international orders", we are relieved of any and all liabilities at the first point where a postal carrier tracking shows or implies package with a location outside of the United States. It is explicitly assumed that if a package gets stuck, lost, or similar, in transit, whether the last scan implies within or outside of the United States, that the package will be assumed outside of the United States, and thus not our responsibility.
We also expressly decline liability for payments owed for customs, taxes, duties, and any other entry, or similar, "customs fees" charges assessed by the country of destination, or associated carrier-charges, including but not limited to brokerage.
International orders may be shipped as Delivery-Duties-Unpaid (DDU), and in any case it is the responsibility of the addressed-recipient to accept and pay any charges, including but not limited to customs fees, which are assessed; it is otherwise agreed that the addressed-recipient will abandon the package.
We will not pay any customs fees, whether directly nor as a credit nor refund. We will not refund any value of an international order for any reason once evidenced or implied being outside the U.S., such as in the case that the recipient declines customs fee payment(s). At our sole discretion, we may pay customs fees on recipient's behalf, as a right, but not an obligation.