Refund policy
At Rei Matcha, we want you to love every cup. If something isn't right with your order, we're here to make it right.
ELIGIBILITY FOR RETURNS & REFUNDS
We accept return and refund requests under the following conditions:
• Your item arrived damaged or defective
• You received the wrong product
• Your order was lost in transit
Due to the nature of food products, we are unable to accept returns on items that have been opened, partially used, or are no longer in their original sealed packaging. This policy is in place to protect the health and safety of all our customers.
HOW TO REQUEST A REFUND
- Contact us within 7 days of receiving your order
- 2. Email us at hello@reimatcha.com or WhatsApp us at the number on our website
- 3. Include your order number and clear photos of the damaged or incorrect item
- 4. We will review your request within 1–2 business days
REFUND PROCESS
Once your request is approved, your refund will be processed to your original payment method within 5–7 business days. You will receive a confirmation email once the refund has been issued.
EXCHANGES
If you received a damaged or incorrect item, we are happy to send a replacement at no additional cost. Please contact us with your order details and photos.
RETURN SHIPPING
For approved returns due to our error (wrong item, damaged goods), Rei Matcha will cover the return shipping cost. For change-of-mind returns on eligible unopened items, the customer is responsible for return shipping fees.
CONTACT US
For any questions about your order, please reach out to us:
Email: contact@reimatcha.com
We aim to respond to all enquiries within 1 business day.