Refund & Return Policy — Matcha Cercle

Last updated: August 2026

This policy governs all purchases made through matchacercle.com ("we," "us," "our"). By placing an order, you agree to the terms below.

1. Eligibility for Returns

We accept return requests only under the following conditions:

  • The item arrived damaged, defective, or incorrect (wrong product, wrong variant, missing components).
  • The claim is submitted within 48 hours of delivery, with the delivery date determined by the courier's tracking record, not the customer's stated receipt date.
  • The item is unused, unopened, and in its original packaging, including all inserts, tags, and protective materials.

No returns will be accepted outside these conditions. This includes but is not limited to: change of mind, incorrect address provided by the customer, failure to collect from the courier, or dissatisfaction with taste, aroma, or personal preference.

2. Non-Returnable Items

The following are final sale and cannot be returned or refunded under any circumstance, except where the item arrives damaged or defective as verified under Section 3:

  • Matcha powder once the seal or tin lid has been opened, for hygiene and food-safety reasons.
  • Bamboo whisks (chasen) and bamboo scoops (chashaku) once removed from their packaging, as these are single-use-calibrated tools that cannot be resold once handled.
  • Any item marked "final sale," discounted, or purchased during a promotional clearance.
  • Gift cards.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect:

  1. Do not discard any packaging, box, or protective material. Claims submitted without photo evidence of the original packaging will be rejected.
  2. Contact us within 48 hours of delivery at [support email] with:
    • Your order number
    • Clear photos or video of the damaged/defective/incorrect item
    • Clear photos of the outer shipping box and all internal packaging
  3. Claims submitted after 48 hours, or without the required evidence, will not be processed.
  4. We reserve the right to request additional evidence or a video unboxing before approving any claim.
  5. Approved claims will be resolved via replacement first. A refund will only be issued if a replacement is not available in stock.

We do not accept liability for damage caused by the customer after delivery, incorrect storage, or misuse of tools (e.g., dishwashing bamboo items, soaking the whisk beyond recommended times, exposing matcha to heat or moisture after opening).

4. Return Process

  1. Email [support email] with your order number and reason for return within the applicable window.
  2. Approved returns must be shipped back within 5 business days of approval, at the customer's expense, unless the return is due to our error (damaged/defective/incorrect item), in which case we cover return shipping.
  3. Returned items must pass inspection on arrival. Items that appear used, opened, or altered in any way from their original state will be rejected and shipped back to the customer at their own cost, with no refund issued.
  4. We are not responsible for items lost in transit during a return. We recommend using a trackable courier service for all returns.

5. Refunds

  • Approved refunds are processed within 7–10 business days after we receive and inspect the returned item.
  • Refunds are issued to the original payment method only. We do not offer cash refunds for online payments, and we do not refund to third-party accounts.
  • For Cash on Delivery (COD) orders, approved refunds will be issued via bank transfer; the customer must provide valid account details. We are not responsible for delays caused by incorrect account information.
  • Original shipping charges are non-refundable, except where the return is due to our error.
  • If a promotional discount, bundle offer, or free-gift threshold was applied to the order and the returned item causes the order to fall below that threshold, the discount value or gift will be deducted from the refund amount.

6. Order Cancellations

  • Orders may be cancelled only if the request is received before the order has been packed for dispatch. Once an order status shows "processing" or later, it cannot be cancelled.
  • We do not guarantee cancellation requests will be received in time, given same-day and next-day dispatch timelines.

7. Chargebacks and Payment Disputes

Filing a chargeback or payment dispute without first contacting us to resolve the issue directly is considered a violation of this policy. We reserve the right to contest all chargebacks with the evidence available to us (order records, delivery confirmation, correspondence) and to refuse future orders from accounts or individuals who file unsubstantiated disputes.

8. Our Right to Refuse

We reserve the right to refuse any return, exchange, or refund request that:

  • Falls outside the timeframes stated above.
  • Lacks sufficient photo/video evidence.
  • Shows signs of use, tampering, or damage caused after delivery.
  • Is part of a pattern of repeated claims from the same customer that we determine, at our sole discretion, to be inconsistent or abusive of this policy.

9. Contact

For all return, refund, or order issues, contact us at: support@matchacercle.com

We aim to respond to all inquiries within 24–48 hours.

This policy does not affect any statutory rights you may have under applicable consumer protection law. Nothing in this policy is intended to exclude liability that cannot be excluded by law.