Return & Refund Policy

As we offer both food products and tea accessories, our return policy differs depending on the product.

Matcha

Since matcha is a food product, we cannot accept returns or exchanges once purchased, unless the product arrives damaged, opened or tampered with, incorrect, defective, or otherwise compromised during delivery. If there is an issue with your matcha, contact us within 48 hours of delivery with your order number and photographs of the product and packaging. Once reviewed, we may offer a replacement or refund, depending on the circumstances. We cannot accept returns or refunds simply because you do not prefer the taste, aroma, colour, or texture of the matcha.

Tea Accessories

Tea accessories may be eligible for return within 7 days of delivery, including unused accessories, provided the issue is not caused by misuse, accidental damage, or normal wear and tear. Natural materials such as bamboo may have slight variations in colour, grain, shape, and texture; these natural variations are not considered defects.

Incorrect Items

If you receive an item different from what you ordered, contact us within 48 hours of delivery. Once verified, MatChéri will arrange an appropriate replacement or refund.

Damaged Items

If an item arrives damaged, contact us within 48 hours of delivery and provide your order number, photographs of the package, shipping label, and damaged product.

Refunds

For approved refunds, the amount will be refunded to the original payment method. Once approved, processing may take 5–7 business days, depending on your payment provider or bank.

Return Review

MatChéri may request photographs, videos, or other reasonable information before approving a return, replacement, or refund. Please do not send an item back without contacting us first and receiving return instructions.

Contact Us

For returns, refunds, replacements, shipping questions, or concerns regarding your order:

WhatsApp: +918309713823
Email: contact@matchéri.com

Please include your order number when contacting us so that we can assist you as quickly as possible.

Policy Note

This policy communicates MatChéri’s standard shipping, return, and refund practices. It does not limit any rights or remedies available to customers under applicable law.