Refund policy
Returns & Refunds
At EdoMatcha, we take great care in selecting and preparing each item.
If something isn’t right, we are here to help.
There are two kinds of return: a change of mind, which we accept on the terms below, and a damaged, faulty or incorrect item, where your rights under the Australian Consumer Law apply in full.
Change of Mind: 30-Day Returns
If you change your mind, you may return teaware and accessories within 30 days of receiving your order, or of purchase at one of our market stalls.
To be eligible, items must be:
- Unused
- In original condition
- In original packaging with tags
- Accompanied by proof of purchase
Return postage for a change-of-mind return is paid by you. Original shipping charges are not refunded. If your order qualified for free shipping, our standard postage rate of $12 is deducted from your refund.
How to Request a Return
Email us first at info@edomatcha.com.au with your order number and the item you would like to return.
If the return is approved, we will send you the return address and instructions.
Please pack the item carefully (ceramics need plenty of padding) and use a tracked postal service. Change-of-mind items that are lost or broken on the way back to us cannot be refunded, so please keep your tracking number.
Change-of-mind items sent back without prior approval cannot be accepted.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or not what you ordered, please contact us as soon as possible with a photo of the item and its packaging.
We will replace it or refund it in full, including any shipping you paid. For a major failure, the choice between a replacement and a refund is yours.
Please do not post a damaged item back unless we ask you to. If we do ask for it, we cover the reasonable cost of return postage: keep the receipt and we refund it together with your replacement or refund.
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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
These rights are not limited by our 30-day change-of-mind policy, and anything we offer in this policy is in addition to them.
Non-Returnable Items
For food safety reasons, the following items cannot be returned if you change your mind:
- Powdered tea
- Loose-leaf tea
This does not apply to tea that arrives damaged, faulty or not what you ordered.
We appreciate your understanding.
Exchanges
To exchange an item, please return the original product as described above and place a new order for the piece you would like. This is the quickest way to get it to you.
Shipping on the new order is charged at our usual rates.
International Returns
We ship Australia-wide and worldwide, and we accept returns from anywhere.
For a change-of-mind return from outside Australia, return postage and any customs charges are your responsibility, and customs duties or taxes paid on your original order are not refundable by us. Please use a tracked service.
Refunds
Once your return is received and inspected, we will notify you of the outcome.
If approved, refunds are issued to your original payment method.
Processing times may vary depending on your financial institution.
Our Freshness Promise
All EdoMatcha teas are carefully sourced from trusted farmers in Japan and packed with freshness in mind.
Because tea is a delicate food product, we encourage you to reach out before purchasing if you need guidance. We are always happy to help you choose the right tea.
If you have any questions, please contact us at info@edomatcha.com.au.
EdoMatcha, 266 Illaroo Road, North Nowra NSW 2541.