Refund policy
Refunds & Returns Policy
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits or excludes your rights under Australian Consumer Law.
Matcha Powder (Consumable Products)
Due to the nature of food and consumable products, matcha powder is non-returnable unless the item is:
- Damaged in transit
- Incorrectly supplied
- Faulty or unsafe
Photographic evidence may be required to assess the claim.
Refunds or replacements will be offered in accordance with Australian Consumer Law. Taste preference, preparation outcomes, or change of mind do not constitute a fault.
Accessories (Electric Whisks, Scoops, etc.)
Accessories may be eligible for return or refund if they are:
- Unused
- Unopened
- In original packaging
Used or opened accessories are not eligible for return unless faulty.
Return Postage
Return postage is the responsibility of the customer unless the item is confirmed to be faulty, damaged, or incorrect, in which case return shipping will be covered by us where required under Australian Consumer Law.
Timeframe for Claims
All return or refund requests must be lodged within 10 days of receipt of your order.
Once a returned item is received and inspected, approved refunds or replacements will be processed within 5–7 business days to the original payment method.
How to Lodge a Return or Claim
To initiate a return or report an issue, please contact:
hello@matchaenergy.com.au
Include:
- Your order number
- A description of the issue
- Clear photos where applicable