We acknowledge that there might be instances when you wish to return for a product you’ve bought from Mrs Matcha. In order to provide you with assistance, we have outlined the Mrs Matcha Refund and Returns Policy.

Change of Mind

Please make your selection carefully, as we do not offer exchanges or refunds for change of mind or purchasing mistakes.

Refunds or Exchanges

For all matcha powder purchases, Mrs Matcha is unable to provide refunds or exchanges due to the perishable nature of such items, unless the product fails to meet the Australian Consumer Guarantees detailed below. Mrs Matcha may, at its full discretion, offer refunds or exchanges for non-perishable products. If Mrs Matcha agrees to proceed with a refund or exchange, you are required to return the non-perishable products unused and in the original condition, including the original packaging.

When returning damaged, faulty, or defective products to Mrs Matcha you are required to:

• Provide proof of purchase.
• Return the products in the same condition as received, including all original packaging.
• Adhere to any additional instructions provided by Mrs Matcha regarding the return of damaged, faulty, or defective products.

It is your responsibility to ensure safe and timely return of the products. Any costs associated with returning the products will be your responsibility. We recommend using a tracked shipping method, like registered post, to avoid lost-in-transit situations. Mrs Matcha reserves the right to reject product return requests if we cannot be certain of your purchase from us.

Consumer Guarantees

As a consumer, you are entitled to the protection of consumer guarantees for any products obtained from Mrs Matcha, which cannot be excluded under the Australian Consumer Law. According to the Australian Consumer Law, in the event of a significant product failure, you are eligible for a replacement, refund, or you may retain the product and seek compensation for any decrease in its value. If the product fails to meet acceptable quality standards and the failure doesn’t qualify as a major one, you also have the right to product replacement. In situations where the failure isn’t considered a major one, Mrs Matcha retains the right to choose between offering a replacement or another suitable solution.

Mrs Matcha reserves the right to decline refund or exchange requests if:

• Products have been damaged due to misuse, accidents, or abnormal usage.
• Product parts are missing through no fault of Mrs Matcha such as parts becoming lost after delivery.
• Products have been used.
• Products exhibit minor imperfections, superficial flaws, or minor variations in dimensions, color, size, texture, or taste.
• Only the external or product packaging has been damaged.
• The Australian Consumer Law is not applicable.

Damaged or Defective Products

We take precautions to package your products securely, although this does not eliminate the possibility of damage or loss during transit. While Australia Post handles products with care, Mrs Matcha is not accountable for products lost, stolen, or damaged during delivery. Should the products not arrive, Mrs Matcha may, at its complete discretion, offer replacement products or a full refund, provided you can substantiate that Australia Post did not deliver the products.

In case of faulty, defective, or damaged products, kindly provide a photo or video clearly demonstrating the issue to hello@mrsmatcha.com within 24 hours of receiving your delivery.

Upon receipt and inspection of your returned products, Mrs Matcha will send you an email to acknowledge the receipt. We will also inform you of the approval or denial of your refund. If no fault is found or if we determine that the products were damaged due to misuse, accidents, or abnormal usage, you may choose to have the products returned to you at your expense, or they will be destroyed, and you will not qualify for a refund. In case of a major fault, you will be offered replacement products or a refund. For failures that do not amount to a major fault, Mrs Matcha will choose between offering replacement products or a refund.

When a refund is granted, the original purchase price will be refunded using the initial payment method indicated on the receipt. The refund will be processed within 14 days of Mrs Matcha’s approval of the refund request. If incorrect products are delivered, please contact us as soon as possible, but within 24 hours of receiving the delivery. If you can provide evidence of the incorrect delivery, Mrs Matcha will arrange for the correct products to be sent to you, along with the collection and return of the incorrectly delivered items, without any cost to you. In situations where the return is due to a failure to comply with consumer guarantees, Mrs Matcha will also cover the reasonable return costs you incurred.

Gifts

For requests to exchange gifted products, Mrs Matcha may, at its discretion, accept or decline the exchange request. An exchange request will only be considered if you can provide a gift receipt as proof of purchase, and if the product is unused and in its original packaging. Refunds are not an option for gift returns.

Mrs Matcha is committed to safeguarding your privacy. During product returns, you might be asked to present photo identification, allowing us to record your personal details such as name, address, etc. Any personal information collected will be handled in accordance with MRS MATCHA Privacy Policy.

Order Inquiries and Support: If you have any questions or concerns about your order, shipping, or delivery, our dedicated customer support team is here to assist you. Feel free to contact us via email at hello@mrsmatcha.com  or by phone. We’re committed to making your shopping experience exceptional.

For further information regarding the Mrs Matcha Refund and Returns Policy, please get in touch with us at hello@mrsmatcha.com or use the online contact form on our website.