Go to https://www.matchaful.com/apps/redo/account/login to easily initiate the return or exchange process. 

 

We only accept returns and exchanges within 30 days of purchase and only on items not marked final sale.
Please note items are not eligible for return if they are opened. All products must be unopened and unused in order to qualify for a return. If products are opened but unused, they may be exchanged for store credit on a case by case basis.

 

If you purchased Free Returns + Package Protection at checkout, you will qualify for a free return shipping label. If you did not purchase this option, the customer will be required to pay for their own return shipping label. 

 

Please ship returns and exchanges to:

Matchaful 

370 Lexington Ave

Suite 807

New York, NY 10017

 

Returnable items include:

Purchases made within the past 30 days

Unopened and unused products

 

Items not included in our Returns Policy are the following: 

Items purchased more than 30 days ago

Opened and/or used products  In-store purchases *Purchases made at a Matchaful Café location must be returned at the same store location where it was purchased. The product must be unopened and unused.

3rd Party purchases (i.e. Amazon)

 

Subscription Policy:
Customers receive a reminder email confirmation before their subscription order is processed to allow ample time to make adjustments. It is the customer's responsibility to manage their subscription by skipping or canceling in time. If the subscription is not managed properly and the order is processed, the customer must either accept the shipment or return it for a full refund. Customers will never be charged for a subscription that was properly skipped or canceled before the processing date.

 

If you're still having trouble with your return or have any questions or concerns you'd like to share with us, please contact us at at hello@matchaful.com for further assistance. We'll be happy to help!

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 hello@matchaful.com. 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.