Refund policy
Return Policy
At Matcha Mist, we take great pride in the quality of our single-origin Nara matcha.
Due to the nature of our products being food items, we do not accept returns or exchanges for change of mind once the product has been delivered. This is to ensure the health and safety of all our customers.
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Consumer Guarantees (Important Notice)
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
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Damages and Issues
Please inspect your order upon reception.
We have a 14-day period from the date of delivery to report defective, damaged, or incorrect items.
If your item is defective, damaged, or if you receive the wrong item, please contact us as soon as possible at matchamist.au@gmail.com so that we can evaluate the issue and resolve it.
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Eligibility for Returns
To be eligible for a return due to damage or error, your item must be:
- Unopened
- Unused
- In its original packaging
- Accompanied by proof of purchase
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Returns Process
To start a return, please contact us at matchamist.au@gmail.com.
If your return is accepted, we will provide you with specific return instructions, including the return address and, where applicable, a return shipping label.
Please note: To protect our operational privacy, the return address will be provided only after your return request has been approved. Returns sent without prior approval will not be accepted.
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Exchanges
Due to food safety regulations, we do not offer exchanges for opened products.
For unopened defective items, we will arrange a replacement or refund once the return is approved.
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Refunds
We will notify you once we have received and inspected your return and inform you whether your refund has been approved.
If approved, refunds will be processed to your original payment method within 10 business days.
Please note that it may take additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at matchamist.au@gmail.com.