Refund policy

1. Return Window

  • You have 7 days from the delivery date to request a return or refund.
  • Requests made after 7 days will not be accepted, except where required by law.

2. Eligibility Requirements

To qualify for a return or refund, your item must meet all of the following:

  • Unopened and unused — the seal on the tin/bag must be intact. Because matcha is a consumable food product, we cannot accept returns of opened or partially used items for reasons of hygiene and food safety.
  • Original packaging — item returned in its original container with label intact.
  • Proof of purchase — order number or receipt required.
  • Request submitted within 7 days of delivery via [email/support form].

3. Non-Returnable Situations

The following are not eligible for return or refund:

  • Change of mind after the product has been opened.
  • Dissatisfaction with taste, flavor, or personal preference, once opened.
  • Products damaged due to improper storage by the customer (e.g., exposure to heat, moisture, or sunlight after delivery).
  • Sale items, bundles, or products marked "Final Sale."
  • Gift cards or digital products (if applicable).
  • Any claim submitted after the 7-day window.

4. Damaged, Defective, or Incorrect Orders

If your matcha arrives damaged, defective, or incorrect, we will make it right — this is the one case where an opened/inspected product is acceptable for review:

  • Contact us within 48 hours of delivery.
  • Provide your order number and clear photos/video of the product, packaging, and shipping label.
  • Once verified, we will offer a replacement or full refund, at our discretion.
  • Claims without photo evidence, or submitted after 48 hours, may be declined.

5. How to Request a Return

  1. Email [info@matchastan.com] with your order number and reason for return.
  2. Our team will review your request within [2–3] business days and issue a Return Authorization if approved.
  3. Approved returns must be shipped back within 5 business days of authorization.
  4. Items returned without prior authorization will not be accepted or refunded.

6. Refunds

  • Approved refunds are issued to the original payment method within [5–10] business days of us receiving and inspecting the returned item.
  • Original shipping fees are non-refundable, except in cases of our error (damaged/incorrect item).
  • Return shipping costs are the customer's responsibility unless the return is due to our error.
  • Refunds may be offered as store credit at our discretion for eligible non-defective returns.

7. Subscription Orders

  • Recurring subscription shipments follow this same 7-day, unopened-product policy per shipment.
  • Subscriptions can be paused, modified, or canceled anytime before the next billing cycle via [account portal], but this does not retroactively refund past shipments.

8. Right to Refuse

Matcha Stan reserves the right to refuse a return or refund if:

  • The product shows signs of use, tampering, or improper storage.
  • The request appears to be fraudulent or abusive (e.g., repeated claims from the same customer).
  • Eligibility requirements outlined above are not met.

9. Policy Changes

Matcha Stan may update this policy at any time. Changes will be posted on this page with a revised effective date. Continued purchases after changes constitute acceptance of the updated policy.

Questions? Contact us at [info@matchastan.com]