Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@matchasamurai.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at info@matchasamurai.com.

How to Request a Refund

Customers wishing to request a refund under this guarantee should contact Matcha Samurai support with:

• Their order number
• A brief explanation of the reason for the refund request
• Any photos requested to verify the product

Once reviewed, Matcha Samurai will confirm whether the refund request meets the conditions of the guarantee.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right..

Exceptions / non-returnable items
Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

Money-Back Guarantee Campaign

The best matcha you’ve had – or your money back. Our Money-Back Guarantee applies to the products and sizes listed below when purchased from matchasamurai.com while the offer is advertised for that product and size. You can claim if you have received and genuinely tried the product and are dissatisfied with its taste or quality.

Eligible products

• All 60g Matcha bags.
• 100g Yuzu Powder, in fine or coarse grind.
• 200mL Yuzu Juice.

Other products and sizes, including 500g and 1kg bulk packs, are excluded.

What the guarantee covers

Submit your claim within 30 days of delivery. Opened or partially used eligible products qualify, and you do not need to return the opened product. For an eligible claim, we refund the price actually paid for that product after any discounts. The refund covers product value only; shipping charges are excluded.

How to claim

Email info@matchasamurai.com within 30 days of delivery with your order number, eligible product and delivery date. Include all three required items:

• Explain why you are dissatisfied with the taste or quality after trying the product.
• Name the specific product you are comparing it with, including its brand so we can identify it.
• Attach a photo of the Matcha Samurai product you purchased.

We use the product photo to help verify your claim. You do not need to provide a photo or receipt for the comparison product. Your feedback helps us understand how our products compare with alternatives. We will review the information against these campaign conditions. Approved refunds go to the original payment method; your bank or payment provider may take additional time to show the refund.

Damaged orders and delivery problems

Damaged orders, lost parcels and non-delivery are handled separately through our order support and shipping insurance process. Email info@matchasamurai.com with your order number and a description of the issue so we can direct your claim. The campaign’s tasting, comparison-product and product-photo requirements do not apply to those separate claims; the order-support process may request evidence relevant to the issue. Your statutory consumer rights remain unchanged.

How this guarantee works with our standard refund policy

For eligible campaign claims only, this section takes precedence over conflicting general return conditions above. Requirements for unused goods, tags, original packaging, return shipment and inspection of a returned item do not apply. The general sale-item return exclusion does not apply to an otherwise eligible campaign claim. All other purchases remain subject to the general policy and applicable consumer law.

When the campaign ends

New purchases made after the campaign ends do not qualify. Eligible purchases made while the offer was advertised remain covered for 30 days from delivery, even if delivery or the claim falls after the campaign ends. The terms offered when the customer purchased continue to apply; later changes or removal of the promotion do not reduce that cover.

Your consumer rights

This voluntary campaign is additional to your rights under New Zealand’s Consumer Guarantees Act 1993 and other applicable consumer law. Its claim requirements, deadline and exclusions do not limit statutory remedies for faulty goods, delivery problems or other failures to meet legal guarantees.