Refund policy

Refund & Return Policy — Matcha Move

At Matcha Move, we take pride in offering the highest quality matcha products and exceptional service. If you ever have concerns about your order, we encourage you to reach out to us directly — we’re committed to ensuring your experience is handled with care and attention.

Matcha Products

Due to the nature of our goods and strict food safety protocols, we do not accept returns or offer refunds on any matcha or matcha-related consumables once shipped. This includes all current and future matcha products. This policy is in place to protect the health and safety of all our customers and to ensure every item we ship is fresh and uncompromised.

If there is a problem with your order (for example, if an item arrives damaged or incorrect), please contact us at admin@matchamove.com within 48 hours of delivery. We will work with you to resolve the issue fairly, which may include:

• A replacement item

• Store credit

• An approved refund where appropriate

Each case will be reviewed individually, and resolution will be offered at our discretion.

Merchandise (Non-Consumable Goods)

If we offer merchandise (such as apparel or accessories), returns will be accepted under the following conditions:

• The return is requested within 7 days of delivery

• Items must be unused, in original condition, and with all labels or tags attached

• Only store credit will be issued for eligible merchandise returns

Items that show signs of use, wear, or missing packaging/labels will not be accepted.

Shipping fees are non-refundable.

Return shipping must be arranged by the customer using a tracked courier service. Matcha Move is not responsible for lost return parcels.

Damaged or Incorrect Items

Should your parcel arrive damaged, tampered with, or contain incorrect items:

• Notify us within 48 hours of receiving your order

• Send photos of the item and packaging to admin@matchamove.com

• Our team will review and guide you through the next steps

We’re committed to making things right — every time.

Refund & Credit Processing

If a return or issue is approved, store credit or refunds will be processed within 5–10 business days from the time of confirmation. You’ll be notified once the transaction is complete.

International Orders

International customers are responsible for checking import laws, duties, and clearance requirements in their country.

Matcha Move is not liable for customs delays, rejection by authorities, or additional taxes imposed at destination. We do not offer refunds for orders refused by customs or undeliverable due to unpaid import fees.

Important Notice

All returns or issues must be reported before sending anything back. Items sent to us without prior approval will not be accepted. Matcha Move reserves the right to decline returns that do not meet the above criteria.