MATCHA
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RETURN POLICY
TEA PRODUCTS (Consumables) Due to the nature of food and beverage products, all opened tea purchases are final sale. This is standard across the industry — for hygiene and quality reasons, tea and other consumable products are not eligible for return or exchange once they have been opened or used. For unopened tea, we accept returns under the following conditions: - Item is returned within 30 days of delivery - Packaging is intact and sealed in its original condition - You contact us before sending anything back (hello@mscattea.com.au)
We will always accept returns for unopened items still in the original undamaged packaging within 30 days of purchase. Tea Return shipping costs are the responsibility of the customer unless the return is due to our error.
TEAWARE & ACCESSORIES Non-consumable items (teapots, cups, infusers, etc.) may be returned or exchanged if: Returned within 30 days of delivery Item is unused, unwashed, and in its original condition Original packaging is included If a teaware item does not meet your expectations, we will gladly accept a return for store credit or offer a replacement if returned within 30 days of delivery.
DAMAGED, DEFECTIVE OR INCORRECT ORDERS If your order arrives damaged, defective, or incorrect: Please contact us within 48 hours of delivery with photos so we can assess and resolve the issue. Once verified, we will offer a replacement, store credit, or refund depending on the situation and stock availability. Return shipping will be covered by us in these cases.
REFUND METHOD & PROCESSING Refunds are issued to the original payment method Processing time may take 5–10 business days, depending on your payment provider. Store credit may be offered as an alternative at our discretion.
NON-RETURNABLE ITEMS The following are not eligible for return or refund: Opened tea or consumable products, Sale or discounted items, Gift cards, Sample-size products, Custom or personalised orders.
HOW TO START A RETURN Email us at [your email] with your order number and reason for return Wait for our confirmation before sending anything back Ship the item using a trackable method — we are not responsible for lost return parcels. Once received and inspected, your refund or store credit will be processed.