Refund policy
Your experience matters deeply to us. Whether you’re receiving an order or joining a workshop, we take great care in everything we do, and if something isn’t quite right, we’re here to help.
General Returns
We offer a 14-day return policy, which means you have 14 days from receiving your item to request a return.
To be eligible for a return, your item must be:
- in the same condition that you received it;
- unused or unworn;
- with tags (where applicable); and
- in its original packaging.
You’ll also need your receipt or proof of purchase.
To start a return, please contact us at hello@matchatomo.com.au.
Items sent back to us without first requesting a return will not be accepted.
If your return is accepted, we’ll provide instructions on how and where to send your package. For faulty or incorrect items, we will provide a prepaid return label. For change-of-mind returns, you’ll be responsible for the cost of return shipping.
You’re always welcome to email us at hello@matchatomo.com.au if you have any questions about returns.
Damages and Issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or incorrect, so that we can evaluate the issue and make it right.
Including clear photos and your order number in your email will help us resolve things more quickly.
Consumable Items (Matcha and Other Tea/ Food Products)
For food safety reasons, we’re unable to accept returns or provide refunds for consumable products that have been opened, used, or partially consumed. This includes situations where the product does not meet personal preferences such as taste, aroma, colour or intensity.
Non-Consumable Items (Teaware and Merchandise)
Non-consumable items may be returned within 14 days if they are:
- unused;
- in their original packaging; and
- in saleable condition.
For change-of-mind returns, customers are responsible for the cost of return shipping.
If an item is faulty or incorrect, please contact us so we can arrange a replacement or cover the return shipping costs, or provide another suitable remedy.
Workshop Bookings
Workshop bookings are eligible for a full refund when cancelled 10 days or more before the scheduled session. Cancellations made with less than 10 days’ notice are non-refundable, and no-shows are not eligible for a refund.
You may reschedule your booking once per original booking, subject to availability. Once a booking has been rescheduled, it cannot be cancelled for a refund, credit, or further rescheduling.
For eligible refunds on original bookings cancelled 10 days or more before the scheduled session, any approved refund will be less the non-recoverable payment processing fee charged at the time of purchase.
Alternatively, you may choose to receive a full store credit for the original amount paid. Store credit is issued once only at the time of the first request, is valid for 3 months from the date of issue, and cannot be redeemed for cash.
To request a cancellation, reschedule, refund, or store credit, please contact us at hello@matchatomo.com.au.
Private Event Bookings
Private and corporate events may be subject to separate agreements or contracts. Where no separate terms apply, a minimum of 14 days’ notice is required to request a refund or reschedule.
Matcha Tomo Workshop and Event Cancellations
In the rare event that Matcha Tomo needs to cancel a session (for example, due to unforeseen venue or operational issues), you will be offered:
- A full refund, issued to your original payment method; or
- The option to transfer your booking to another available date.
Refunds
Once we’ve received and inspected your return, we’ll let you know whether your refund has been approved or declined. If approved, your refund will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or card provider to process and post the refund. If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us at hello@matchatomo.com.au.