Refund policy

Made In Matcha Company

Last Updated: November 2025

We want you to love your matcha experience, whether you’re crafting at home or stocking your café. This policy explains how refunds and returns work at Made In Matcha Company and what your rights are under Australian Consumer Law.

1. Your Consumer Rights (Australia)

All our products, tea and tools/supplies, come with automatic consumer guarantees under the Australian Consumer Law. If something you receive is faulty, damaged, unsafe, or not as described, you’re entitled to a remedy (refund, replacement, or repair). These rights cannot be excluded.

2. Faulty, Damaged, or Incorrect Items

If your order arrives damaged, faulty, or incorrect:

  • Contact us as soon as possible at orders@madeinmatchaco.com.au

  • Include your order number and clear photos showing the issue

  • We’ll offer a refund, replacement, or credit (whichever is appropriate)

  • If an item needs to be returned, we’ll cover reasonable return postage costs

This applies to both individual customers and hospitality operators.

3. Change-of-Mind Returns

Because tea is a food product, we can only accept change-of-mind returns on unused, unopened, and sealed tea products.

For tools/supplies (such as whisks, bowls, sifters etc.):

  • Change-of-mind returns are accepted within 14 days of delivery

  • Items must be unused, in original packaging, and in resellable condition

  • Return shipping is at your cost

  • Original shipping fees (if any) are non-refundable

  • Once the return is received and checked, we’ll issue a refund or store credit

For wholesale/hospitality orders:

  • Change-of-mind returns on bulk orders are assessed case-by-case due to stock allocation and handling requirements.

4. What We Can’t Accept as Returns

  • Tea that has been opened, used, unsealed, or stored incorrectly

  • Tools that are used, damaged through wear and tear, or not returned in saleable condition

  • Orders returned outside the change-of-mind window unless approved by us

  • Bulk hospitality orders that have already been opened or partially used

5. How to Lodge a Return

To request a refund, replacement or store credit, please email orders@madeinmatchaco.com.au with your order number and details of the issue (including photos if applicable). If approved, your refund will be processed online through our secure system. Refunds are issued to your original payment method. Once processed, you’ll receive a confirmation email from us.

  • Refunds are usually visible within 5–10 business days (depending on your bank).

  • If a product needs to be returned, we’ll provide instructions and (where applicable) a prepaid return label.

6. Sale Items

Your consumer rights still apply.
If a sale item is faulty or incorrect, we’ll refund or replace it.
For change-of-mind on sale items, normal conditions apply.

7. Need Help?

We’re here to make the process easy and fair.
Email us anytime: orders@madeinmatchaco.com.au