Refund policy
Returns & Refunds
At AMÉ Matcha, we are committed to delivering fresh, high-quality matcha with care and intention.
Due to the delicate and perishable nature of matcha, we accept returns under the following conditions:
- Items must be unused and unopened
- Return requests must be made within 7 days of delivery
- Customers are responsible for return shipping costs, unless the item arrived damaged or incorrect
Once your return is received and inspected, we will notify you of the approval status. If approved, your refund will be issued to your original payment method.
To initiate a return, please contact us at support@amematcha.co with your order number and request details.
Damaged or Incorrect Orders
We carefully prepare and pack each order, but if something isn’t right, we’ll make it right.
Please inspect your package upon arrival. If your order arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at support@amematcha.co with:
- Your order number
- A brief description of the issue
- Clear photos of the item and packaging
Once reviewed, we will gladly offer a replacement or refund if the claim is approved.
If a refund is approved, it will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process the refund.
Non-Returnable Items
To preserve product integrity and safety, we do not accept returns for:
- Opened or used matcha
- Items returned after the 7-day window
- Sale items or gift cards
Temperature & Handling Notice (Important for Matcha)
Matcha is sensitive to heat and environmental conditions. While each order is carefully prepared, we are unable to offer refunds or replacements for changes in quality resulting from temperature exposure during transit, as these conditions are beyond our control.
Exchanges
The fastest way to receive a different item is to initiate a return (if eligible) and place a new order once your return is approved.
Last updated: 05.04.26