Refund policy

We want you to love your Maison Matcha order. If for any reason you’re not completely satisfied, we offer a 14-day return policy. This means you have 14 days after receiving your item to request a return.

This policy applies in addition to your rights under the Australian Consumer Law. If your item is faulty, damaged, or not as described, you are entitled to a refund, repair or replacement as required by law.

Eligibility for Returns

To be eligible for a return:

The item must be unopened, with the safety pull-tab seal intact.

The product must be in its original condition and packaging.

You’ll need to provide a receipt or proof of purchase.

Please note: return shipping costs are the responsibility of the customer, unless the item is faulty, damaged, or incorrect.

How to Start a Return

To start a return, please email us at hello@maisonmatcha.com.au with your order number and details.
If your return is approved, we’ll provide you with the return address and instructions on how to send your package.

Items sent back to us without first contacting us will not be accepted.

For any return enquiries, please contact us at hello@maisonmatcha.com.au.

Damages and Issues

Please inspect your order upon arrival and contact us immediately if your item is defective, damaged, or if you received the wrong product. We’ll evaluate the issue and arrange a replacement or refund in line with your rights under the Australian Consumer Law.

Non-Returnable Items

We cannot accept returns on:

Items that have been opened or used.

Sale items.

Gift cards.

Exchanges

We do not offer direct exchanges. If you would like a different product, please return your eligible item and place a new order.

Refunds

Once we’ve received and inspected your return, we’ll notify you of the outcome. If approved, you’ll be refunded to your original payment method within 10 business days. Please note it may take additional time for your bank or credit card provider to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at hello@maisonmatcha.com.au.