REFUND POLICY

We understand that sometimes you may wish to return a product you have purchased from Matcha Maiden. To assist you, we have set out the Matcha Maiden Refund and Returns Policy highlighting key points that you should know.

1. Change of mind

• Please choose carefully as exchanges or refunds are not provided where you have simply changed your mind or where you have made a purchasing error.

2. Refunds or exchanges

• If you purchase matcha powders, Matcha Maiden is unable to offer a refund or exchange on such purchases as such products are perishable, unless the item does not meet the Australian Consumer Guarantees as outlined below.
• Matcha Maiden may, at its absolute discretion, offer refunds or exchanges in respect of non-perishable products. If Matcha Maiden agrees to provide you with a refund or exchange, you must return the non-perishable products unused and in the same condition that you received it. It must also be in the original packaging.

3. Consumer Guarantees

• As a consumer you are entitled to the benefit of consumer guarantees in respect of any products purchased from Matcha Maiden that cannot be excluded under the Australian Consumer Law.
• Under the Australian Consumer Law, if any product has a major failure, you are entitled to a replacement or refund, or you may keep the product and seek compensation for any drop in the value of the product. You are also entitled to have the products replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.
• Where a failure does not amount to a major failure, Matcha Maiden is entitled to choose between providing you with a replacement or other suitable remedy.
• Matcha Maiden may not provide you with a refund or exchange where:
• the products are damaged through misuse, accident or abnormal use;
• product parts are missing through no fault of Matcha Maiden (eg parts went missing after the products were delivered to you);
• the products have been used;
• the products contain minor imperfections or superficial blemishes or contain minor variations in dimension, colour, size, texture or taste;
• there is damage to external or product packaging only; or
• the Australian Consumer Law does not apply.

4. Damaged or faulty products

• We take care to pack your products carefully so that they won’t get damaged in transit. This does not rule out the possibility of damage or loss as a result of transporting the products.  Although every effort is taken by Australia Post to handle the products with care, Matcha Maiden is not liable for lost, stolen or damaged products during delivery.
• If the products do not arrive, Matcha Maiden, may, at its absolute discretion, provide you with replacement products or a fund of the full purchase price, provided you can supply Matcha Maiden with proof that the products were not delivered by Australia Post.
• If products are faulty, are defective or have been damaged during delivery, please send a photo or video that clearly illustrates the problem to [email protected] within 24 hours of receiving your delivery. You may be required to return the item to Freedom Products.

5. Returns

• When returning damaged, faulty or defective products to Matcha Maiden, you must:
• provide us with your proof or purchase;
• return them in the condition received by you with all original packaging; and
• comply with any other direction given by Matcha Maiden in relation to returning the damaged, faulty or defective products.
• It is your responsibility to ensure that returned products are returned safely and within a reasonable period of time. Any costs incurred by you in returning the products will be borne by you. We accept no responsibility for products lost in transit and recommend using a tracked shipped method such as registered post.
• If Matcha Maiden cannot be satisfied that you purchased the products from us then, Matcha Maiden will not accept your products for return.

6. Refunds

• Once your returned products are received and inspected, Matcha Maiden will send you an email to notify you that we have received your returned products. We will also notify you of the approval or rejection of your refund.
• Where there is no fault found or where we determine the products were damaged through misuse, accident or abnormal use, the products will either (at your election and cost) be returned to you or destroyed, and you will not be entitled to a refund.
• Where there is a major fault found, you will be offered replacement products or a refund. Where a failure does not amount to a major failure, Matcha Maiden will be entitled to choose between providing you with replacement products or a refund.
• When a refund is granted, we will refund the original purchase price via the previous method of payment indicated on the receipt. A refund will be processed within 14 days of Matcha Maiden approving your refund.
• If the wrong products are delivered, contact us as soon as possible, but not later than 24 hours of receiving your delivery. Provided you can supply proof that the wrong products were delivered, Matcha Maiden will offer to send you the correct products and arrange for the collection and return of the incorrectly delivered products at no cost to you.
• Where the product was returned because of a failure to comply with a consumer guarantee, Matcha Maiden will also pay the reasonable cost you incurred to return the damaged, faulty or defective products to us.

7. Gifts

• If you wish to exchange a gifted product, Matcha Maiden may, at its absolute discretion, accept or reject your request for an exchange.
• Matcha Maiden will not consider accepting a request for an exchange unless you have a gift receipt as your proof of purchase, and the product is unused and in its original packaging.
• Refunds are not available for gift returns.

8. Privacy

• Matcha Maiden is committed to protecting your privacy. You may be asked to provide present photo identification when returning products so that we can record your name, address and other identification details. Personal information collected by us will be stored and used in accordance with Matcha Maiden s’ Privacy Policy (available at matchamaiden.com/privacy-policy).

9. Contact us

• If you require any further information in relation to the Matcha Maiden Refund and Returns Policy, please contact [email protected] or use the online contact form.