Returns & Refunds

At Matchadew, your satisfaction is our priority. If you are not entirely happy with your purchase, we're here to help. Please review our return and refund policy below.

Return Eligibility

You have 30 calendar days from the date of delivery to initiate a return. To qualify for a return, the following conditions must be met:

• The item must be unused, unopened, and in its original packaging.
• You must have proof of purchase (order confirmation email or receipt).
• The return request must be submitted within the 30-day return window.

Non-Returnable Items

Due to food safety regulations and the nature of our products, the following items cannot be returned or exchanged:

• Opened matcha products — Once the seal is broken, matcha powder cannot be returned for hygiene and quality reasons.
• Sale or clearance items — Items purchased at a discounted price are final sale.
• Gift cards — Digital and physical gift cards are non-refundable.
• Personalized or custom-engraved items — These are made to order and cannot be restocked.

Damaged or Defective Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery at support@matchadew.com with the following information:

• Your order number
• A description of the issue
• Clear photographs showing the damage or defect

We will review your request and, upon approval, provide a full replacement or refund at no additional cost to you, including return shipping.

How to Initiate a Return

1. Contact us at support@matchadew.com with your order number and reason for the return.
2. Our team will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and return shipping instructions.
3. Ship the item in its original packaging using a trackable shipping method to the return address provided.
4. Returns sent without an RMA number may not be accepted.

Return Shipping Costs

• Damaged or defective items: Matchadew will cover the cost of return shipping.
• Change of mind or other reasons: The customer is responsible for return shipping costs. We recommend using a trackable shipping service, as we cannot guarantee receipt of items sent without tracking.
• Original shipping fees are non-refundable unless the return is due to our error.

Refund Process

Once we receive and inspect your returned item, we will send you an email notification confirming receipt. You will then be notified of the approval or rejection of your refund within 5 business days.

Exchanges

We do not offer direct exchanges at this time. If you need a different product, we recommend returning the original item for a refund and placing a new order for the desired item. This ensures fast processing and availability.

Late or Missing Refunds

If you have not received your refund within the stated timeline:

1. Check your bank account or credit card statement again.
2. Contact your credit card company or bank — processing times can vary.
3. If you've done both and still have not received your refund, please contact us at support@matchadew.com.

Order Cancellations

Orders may be cancelled within 2 hours of placement for a full refund. Once an order has entered the packing or shipping stage, it can no longer be cancelled and must follow the standard return process outlined above.

Contact Us

If you have any questions about our return and refund policy, please reach out:

• Email: support@matchadew.com
• Response Time: Within 24–48 business hours