Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return (see exceptions below).

Please note this does not apply to food or perishable goods.

We are also unable to provide any returns for goods shipped outside of the USA.

To be eligible for a return, your item must be in the same condition that you received it, unopened or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@namimatcha.com.  

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Shipping costs (i.e. the delivery to and return from your delivery address) plus the cost of any food/perishable goods will be deducted from the amount we refund you.

You can always contact us for any return question at hello@namimatcha.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@namimatcha.com.

 

EU Withdrawal & Cooling-Off Period

If you are a customer in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason.

Starting a withdrawal. To exercise your right of withdrawal, use our online withdrawal form or email us at hello@namimatcha.com. Once we've received your request, we'll email you a confirmation with a reference number right away. Submitting a withdrawal request doesn't complete your return on its own, the items must still be sent back to us as described below.

Withdrawal period. You may exercise your right of withdrawal within 14 calendar days from the day you (or someone you nominate, other than the carrier) receive your order. If your order contains multiple items delivered separately, the 14-day period begins when the final item is delivered.

Return shipping. You are responsible for the direct cost of returning the goods. You can choose either option:

• Our prepaid return label: after your request, we'll email you the label cost. Once you approve it, we'll send the label and instructions, and the cost is deducted from your refund.
• Your own carrier: ship the items back to the return address we provide, using a tracked service, at your own cost.

Returning the goods. Items must be sent back without undue delay and no later than 14 days after you notify us of your decision to withdraw.

Refunds. Where a withdrawal request is made within the statutory 14-day period, Nami Matcha will refund the purchase price of the returned item(s) and the cost of standard outbound shipping paid at checkout. If you opted for our prepaid return label, its cost is deducted from your refund. Refunds are processed to the original payment method within 14 days of your withdrawal notice, though we may withhold the refund until we've received the returned goods or you've provided proof of shipment, whichever comes first. If you used a gift card, the balance is restored to the gift card; if you used a discount code, only the amount you actually paid is refunded.

Condition of returned items. Matcha tins and other sealed consumable goods that have been unsealed after delivery are excluded from the right of withdrawal for health and hygiene reasons to be returnable, the tin seal must be intact. For all other items, please return them in their original condition with tags and packaging where possible. You are liable for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and function of the goods, and we may deduct accordingly from your refund.

Faulty or defective products. Nothing in this policy affects your rights under applicable consumer protection laws. If you believe your product is faulty or defective, contact us at hello@namimatcha.com. Faulty products are handled separately from the right of withdrawal and may be eligible for repair, replacement or refund.