Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition as when you received it, unworn or unused, with tags attached and in its original packaging. You will also need your receipt or proof of purchase.

Additionally, if you have ordered a consumable product such as our teas, they must still be sealed and never opened. Our gift cards are also non-refundable. To initiate a return, you can contact us at: contact@maidomatcha.com. We will also provide you with the return address to which the package should be sent. Returns are managed by our logistics provider, a service partner of Maïdo Matcha. If your return is accepted, we will then process the refund. Items sent back without a prior return request will not be accepted. You can always contact us with any return-related questions at contact@maidomatcha.com.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can assess the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as perishable goods (like our teas) and custom products (such as special orders or personalized items). Unfortunately, we cannot accept returns on sale items or gift cards.

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.

14-Day Cooling-Off Period in the European Union

Notwithstanding the above, if the merchandise is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As stated above, your item must be in the same condition as when you received it, unworn or unused, with tags attached and in its original packaging. You will also need your receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return, and we will let you know whether the refund has been approved or not. If the refund is approved, you will be automatically refunded to your original payment method within 15 business days. Please keep in mind that it may take some time for your bank or credit card company to process and display the refund.

If more than 15 business days have passed since your return was approved, please contact us again at contact@maidomatcha.com.