Refund policy

Matcha Memoir Returns & Refunds Policy

At Matcha Memoir, we are dedicated to providing high-quality matcha and accessories. Customer satisfaction is very important to us, and while we take great care in ensuring that every order arrives in perfect condition, we understand that issues may sometimes occur.

We strive to offer a fair and transparent returns and refunds policy while complying with consumer laws in the EU, UK, Australia, New Zealand, and North America.

Returns Policy

Matcha Products (Perishable Goods)

Due to food safety regulations and consumer laws, we do not accept returns on matcha products unless the product is defective, damaged, or not as described.

If your matcha arrives damaged, contaminated, or incorrect, contact us with photo proof for a replacement or refund.

Legal Basis for Perishable Goods Returns:

EU: Article 16(c) & (e) of the EU Consumer Rights Directive (2011/83/EU) states that the right of withdrawal does not apply to perishable goods and sealed items that are unsuitable for return due to health protection if unsealed after delivery.

UK: The Consumer Contracts Regulations 2013 exclude perishable goods from the 14-day cancellation right. However, matcha must be as described, safe, and free from defects under the Consumer Rights Act 2015.

Australia: Under the Australian Consumer Law (ACL), businesses are not required to accept returns for perishable food products unless they are faulty, unsafe, or not as described.

New Zealand: The Consumer Guarantees Act (CGA) 1993 states that perishable goods cannot be returned unless they are faulty or not as described.

USA & 🇨🇦 Canada: Returns of food products are not required under consumer protection laws unless they are unsafe, defective, or misrepresented.

Matcha Accessories (Non-Perishable Goods)

  • Accessories (such as whisks, bowls, whisk holders, etc.) may be returned within 14 days of delivery if they are unused and in their original condition.

  • Customers are responsible for return shipping costs for change-of-mind returns.

  • If the item arrives damaged, defective, or incorrect, please provide photo proof, and we will arrange a replacement or refund at no additional cost. In this case, Matcha Memoir will cover return shipping costs.

Refund Policy

Refunds may be granted in the following situations:

✔ If the product arrives damaged or defective (photo proof required).

✔ If you receive the wrong item in your order.

✔ If your order is lost in transit due to a carrier error and cannot be delivered.

If your refund request is approved, we will either issue a full refund or send a replacement product at no additional cost. Refunds will be processed to your original payment method and may take 5-10 business days to appear, depending on your bank or payment provider.

Important Notes:

• Partial Refunds: In certain cases, we may issue a partial refund if only part of the order is affected.

• Lost Packages: If your package is marked as “delivered” but you have not received it, please check with your local courier or neighbours first. If the package cannot be found, contact us for assistance.

How to Request a Return or Refund

To request a return or refund, please follow these steps:

1️⃣ Email us at hello@matchamemoir.com within 14 days of receiving your order.

2️⃣ Include your order number and a brief explanation of the issue.

3️⃣ If the item is damaged or incorrect, attach clear photos showing the issue.

4️⃣ Our team will review your request and provide further instructions within 2 business days.

If a return is required, we will provide return shipping details. Customers are responsible for return shipping costs unless the return is due to an error on our part (damaged or incorrect items).