Matchaful’s Returns & Exchanges Policy*

 

*For Items Purchased on www.matchaful.com only. Scroll to the bottom of this page for in-store return policy.

 

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, they may be exchanged for store credit.

 

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. 

 

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

 

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)

 

A note on subscriptions: 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!

 

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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, initiate an exchange by going to https://www.matchaful.com/apps/redo/account/login. 

 

Lost Package Policy

 

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.

 

Matchaful Café Return Policy

 

Matchaful cafés only accept returns in-store for retail items and packaged teas that are unopened and unused, and purchased within the past 30 days. Items must be returned to the same location at which they were purchased. 

 

Matchaful cafés do not accept returns for any prepared food or beverage items.

 

Matchaful cannot process returns for items purchased on third-party platforms, including but not limited to Grubhub, Doordash, Uber Eats, and Classpass.

 

Please email retail@matchaful.com for additional concerns. 

 

*Items purchased on wwwmatchaful.com cannot be returned to a store location. Please follow the return process outlined above.