We’re certain you’ll love your iki Matcha Co. products, so we’re happy to provide a 30-day Money-Back Guarantee. If you’re not 100% satisfied with your purchase, you can return it (unused product) for a full refund of the original purchase price.
*Customer is responsible for return shipping expenses
To be eligible for a return :
- Your item must be in the same condition that you received it
- You’ll also need the receipt or proof of purchase under your name
- Applies to first-time customers only
- Applies to one opened bag per order on first-time purchases
- One refund per customer
- No need to return opened matcha — we’d rather learn how we can help
What’s not covered:
- Orders where tea has been prepared with boiling water (we recommend 70-80 degrees Celsius)
- Orders stored incorrectly (not adequately sealed/refrigerated)
- Multiple open products in the same order
- Change-of-mind or “no longer needed” returns
- We cannot accept returns on sale items or gift cards.
To start a return, you can contact us at hello@ikimatcha.com.au. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any returns-related questions at hello@ikimatcha.com.au
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.
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 has been 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.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@ikimatcha.com.au
