Refund policy

Return & Refund Policy — The Matcha Collective

We hope you love your matcha as much as we do. However, if something isn’t right, we’re here to help.

Returns

We offer a 30-day return policy. This means you have 30 days after receiving your order to request a return.

To be eligible, your item must be in the same condition you received it — unopened, unused, and in its original packaging. You’ll also need to provide proof of purchase (such as your order confirmation email).

To start a return, please contact us at thematchacollective.au@gmail.com. Once your return is approved, we’ll send you a return shipping label and instructions on how to send your item back.

Please note: items sent back without prior approval will not be accepted.
All returns should be sent to:
Unit 18, 378 South Street, O'Connor WA 6163

Damages or Issues

If your order arrives damaged, defective, or incorrect, please contact us right away at thematchacollective.au@gmail.com. Include your order number and a photo of the item so we can make it right as quickly as possible.

Exceptions & Non-Returnable Items

Because matcha and related powders are food-grade products, we’re unable to accept returns on opened or used items for health and safety reasons.

Other non-returnable items include:

  • Perishable goods (such as matcha or other consumables)

  • Custom or personalised items

  • Sale items and gift cards

If you have any questions about a specific item, please reach out before making your purchase — we’re happy to help.

Exchanges

If you’d like a different product, the fastest way is to complete a return (once approved) and place a new order for your desired item.

European Union 14-Day Cooling-Off Period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason. Your item must be unused, unopened, and in its original packaging, with proof of purchase.

Refunds

Once your return is received and inspected, we’ll let you know whether your refund has been approved. If approved, a refund will be issued to your original payment method within 10 business days.

Please keep in mind that your bank or credit card company may take additional time to process the refund.
If it’s been more than 15 business days since your return was approved, please get in touch at thematchacollective.au@gmail.com.

Need help?

For any return or refund questions, please reach out to us anytime at thematchacollective.au@gmail.com — we’ll be happy to assist.