At Mãe Matcha, we want you to love your matcha. If you're not completely satisfied with your purchase, we offer a 60-day return policy to ensure your shopping experience is risk-free.

PLEASE NOTE: You cannot return items to us free of charge, the costs for the return shipment are borne by the buyer.

Eligibility for Returns

1. Products must be returned within 60 days of the delivery date.
2. Items should be unused or gently used (less than 10% of the product used).
3. All returns must include the original packaging or proof of purchase (e.g., order confirmation email or receipt).

Non-Returnable Items

1. Products marked as final sale.
2. Gift cards or promotional items.
3. Products damaged due to misuse or negligence.

How to Initiate a Return

1. Contact our Customer Support team at contact@maematcha.co with your order number and reason for return. Also add:
   Photo of the product in case of breakage
   First name + last name of the customer
   Address of the customer
2. Once approved, you’ll receive a return authorization and instructions for sending back the product. Never send the return shipment directly to the sender, this is not an adress where we are able to receive and handle returns!

Return Shipping

• Customers are responsible for return shipping costs unless the product was damaged or defective upon arrival. (If this latter is the case you must inform us with pictures within 3 days upon delivery).
• We recommend using a trackable shipping method to ensure your return reaches us safely.

Refund Process

1. Once we receive and inspect the returned product, we’ll process your refund within 5–7 business days.
2. Refunds will be issued to the original payment method. Depending on your bank, it may take additional time for the refund to appear in your account.
3. We are entitled to charge the customer for the initial shipping costs.

Exchanges

• We do not offer direct exchanges. If you’d like to try a different product, please process a return and place a new order.

If you have any questions about our return policy, feel free to reach out to us at contact@maematcha.co. We’re here to help!

Thank you for trusting Mãe Matcha.

*We reserve the right to refuse returns if we suspect that the items have been used or damaged through no fault of our own.

**As the cost of returning items to us is the responsibility of the buyer, we are unable to provide return labels for you. Therefore, in the event of a defect or fault, we will send you a new item free of charge immediately upon receipt.

***The consumer is entitled to a right of withdrawal in accordance with the following provision if the consumer is a natural person who concludes a legal transaction for purposes which cannot be attributed to him and which can be attributed predominantly to his commercial or professional activity:


Right of withdrawal
The withdrawal period is 60 days from the day on which you or a third party named by you, who is not the carrier, received or took delivery of the goods.
As we work with a fully automated system, orders are processed as soon as they are placed. Therefore, we cannot interrupt the shipping process until delivery, so a refund is not possible before receipt of the goods.
To exercise your right of withdrawal, you must inform us "Mãe Matcha" by means of a clear statement (e.g. by e-mail) of your decision to withdraw from this contract. The revocation is completed when we have received the goods. The costs for returning the goods shall be borne by the buyer.


Return of shipments in transit
As our goods are shipped from our warehouse in Asia, delivery times may be longer. If the goods are already on their way to you, a withdrawal is not possible. Please wait until you have received the goods and then send them back to us. You can of course inform us in advance and notify us of your withdrawal.
In order to guarantee the fastest possible return shipment, we ask you to send us a shipping label for confirmation.


Consequences of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, with the exception of the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 15 days from the day on which we receive notification of your withdrawal from this contract and receipt of the goods. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees for this refund.