returns policy

k Maki & C.A Sano T/A Masa Matcha (ABN 95 203 211 502)

Last Updated: 1/03/2025

1. INTRODUCTION

Masa Matcha (referred to as "Masa Matcha," "we," "us," or "our") is committed to ensuring customer satisfaction with each purchase. This Returns Policy outlines the conditions under which you may be entitled to a return, exchange, or refund in accordance with the Australian Consumer Law ("ACL").

2. ELIGIBILITY FOR RETURNS

To be eligible for a return, the following conditions must be met:

  • Items must be returned within 5 business days of delivery.

  • Products must be unused, unopened, and in their original packaging.

  • Proof of purchase is required for all returns.

Please note, due to the nature of our products (food and perishable goods), returns are not accepted for items that have been opened. For the protection of our customers, all returned items must be in their original, sealed packaging.

Perishable goods (such as matcha powder) cannot be returned for reasons of food safety, unless the product is defective or damaged.

3. REFUNDS AND EXCHANGES

  • If your return is approved, we will process a refund to your original payment method within 5-10 business days.

  • Exchanges are only available for items that are defective or damaged.

  • Unless the product is damaged or defective, the customer is responsible for return shipping costs.

Please be advised that this Returns Policy does not affect your statutory rights under the Australian Consumer Law (ACL). You are entitled to a remedy (such as a refund, repair, or replacement) if the product you purchased is faulty, not as described, or does not meet a consumer guarantee under the ACL.

4. NON-RETURNABLE ITEMS

The following items are not eligible for return or exchange:

  • Opened or used consumable products (such as matcha powder).

  • Gift cards or promotional items.

  • Products not purchased directly from masamatcha.com. If the product was purchased through a third-party retailer, please refer to their respective return policy.

5. HOW TO INITIATE A RETURN

To request a return or exchange, please contact us at hello@masamatcha.com with the following information:

  • Your order number.

  • A description of the issue with the product.

  • Photos of the item.

Once we receive your return request, we will review it and provide instructions for the return process. Please do not return any items without prior approval.

6. DAMAGED OR DEFECTIVE ITEMS

If you receive a damaged or defective item, please notify us within 48 hours of delivery. You may be asked to provide photographic evidence of the damage or defect. If your claim is approved, we will arrange for a replacement or refund at our discretion.

7. CONTACT INFORMATION

If you have any questions or require further clarification regarding this Returns Policy, please contact us at:
masa matcha
Email: hello@masamatcha.com
Website: masamatcha.com