Refund policy

1. The current release

Orders and payments are currently closed. Joining the list does not create a purchase to refund. To leave the list or remove your details, follow the Privacy policy.

2. Damaged, incorrect or unsafe products

For a future purchased product, email us with your order reference, a description of the problem and any useful photographs. For a food-quality concern, keep the pack and batch details if it is safe to do so. Don’t consume a product you believe may be unsafe. Don’t post food back until we’ve discussed safe return or disposal instructions with you.

3. Australian consumer guarantees

Products sold to Australian consumers come with guarantees that cannot be excluded under the Australian Consumer Law. For a major product problem, you can choose a refund or replacement. For a minor problem, the remedy depends on the circumstances and the law. You may also have rights to compensation for reasonably foreseeable loss.

Food-safety or opened-pack restrictions do not remove these rights. A store policy deadline cannot take away a remedy you are entitled to under the law.

4. Change of mind

We have not announced an additional change-of-mind return window, tasting guarantee or free return-label offer for the first release. Any extra offer will be stated before purchase. This does not limit a remedy for a faulty, unsafe, misdescribed or otherwise non-compliant product.

5. Arranging a remedy

Contact hello@japanesematcha.com.au before returning a product. We’ll discuss the issue and any return, replacement or refund steps that apply. Where a product problem is confirmed, reasonable return costs are handled in line with your consumer rights. We don’t require you to accept store credit instead of a refund you are entitled to.

6. Café and wholesale purchases

Sample and wholesale terms are confirmed in the written offer. Any applicable statutory rights continue to apply. An enquiry alone is not an order, and the café calculator is not a supply quote.