Returns + Exchanges
We only accept returns and exchanges within 30 days of purchase. Also note that returns can not be accepted for any perishable goods. Since our matcha is considered perishable, we can not accept returns for these perishable items. We will offer product exchanges for any items deemed defective by Matchaful - these items must be returned prior to exchange in the original, unopened, factory sealed packaging.
*The term “defective” is to be confirmed by Matchaful, and is defined as:
Food-Item: Unfit for safe consumption, due to its age, contamination, or packaging damages. All matcha tins should arrive with a metal seal to protect the quality and safety of your matcha. If this seal is broken, the matcha is not safe for consumption.
Non-food Item: Unfit for use, due to any visible damages, including breaks, tears, or contamination of any sort.
We do our best to ensure quality and accuracy. If for any reason though, your product is defective (as defined above) upon arrival or incorrect compared to your order receipt, please contact us at firstname.lastname@example.org. Once we confirm the proof of purchase, we will email you a return label to be placed on the outside of your shipping box and a return slip for the inside. Once we receive the return slip and inspect the product, we will send an email to notify you that we have received your return and advise whether it has been approved or denied.
If the return is approved, we will then either fully refund your credit card for the purchase (including shipping), or ship the correct item to you free of charge, whichever preference you note on the return slip. Please be sure to completely fill out your return slip. If the return slip is not included or not complete, we will assume you would like a refund, as opposed to an exchange.
Matchaful is not liable for any loss of goods by USPS, Federal Express (Fedex) or United Parcel Service (UPS) during the process of delivery to you and your shipping address. In some cases, Matchaful may issue a refund at its own discretion. In these cases, the refund will be applied via your original payment method, within a reasonable amount of time.
In all other cases, refund requests will be issued on a case by case basis.
Please ship returns and exchanges to:Matchaful LLC
568 Union Ave, Suite 2P
Brooklyn, NY 11211