Cancellation & Refunds.
1. Cancellation Window
Because we process and dispatch orders quickly from our partner estates to maintain freshness, cancellations are only possible within **2 hours** of completing checkout. Once an order is labeled and sent to local flight cargo, we cannot issue cancellations.
2. Returns Policy
Matcha is a fresh agricultural food product. For food safety and sanitary reasons, we cannot accept returns on opened tins or bags. If your package is unopened and sealed in its original box, you may request a return within 14 days of delivery.
3. Damaged or Faulty Items
If your items arrive damaged, or if the sealed tin is punctured in transit, send a photo of the box and tin to hello@xmatcha.com. We will dispatch a fresh replacement tin or issue a refund immediately.
4. Processing Refunds
Approved refunds are credited back to your original payment card within 5 to 10 banking days, depending on your card issuer's clearing cycles.