Refund policy

Return & Refund Policy

At a Glance: Because matcha is a perishable food product, opened tins or bags cannot be returned or refunded. Unopened items can be returned within 14 days of delivery.

1. Perishable Items & Unopened Returns

Due to food safety and hygiene regulations, we do not accept returns or offer refunds on opened or used products.

You may return any unopened, sealed, and unused items in their original packaging within 21 days of delivery for a refund.

2. EU 14-Day Cooling-Off Period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification, provided the product remains unopened, sealed, and in its original packaging.

3. Damaged, Defective, or Incorrect Orders

We take great care in packaging our matcha for global shipping. If your order arrives damaged, defective, or if you received the wrong item:

  1. Contact us within 7 days of delivery at info@the-tea-exchange.com

  2. Include your order number and clear photos of the damage or incorrect item.

  3. We will process a full replacement or refund (including original shipping costs) at no additional charge to you.

4. How to Initiate a Return

  1. Email us at info@the-tea-exchange.com with your order number and reason for return prior to sending any items back. Unauthorised returns will not be accepted.

  2. Ship the unopened item(s) to our main fulfillment location in Hong Kong:

    The Tea Exchange

    Room A, 10/F, Ritz Plaza, 122 Austin Road, Tsim Sha Tsui, Hong Kong.

  3. Return Shipping Costs: Customers are responsible for paying their own return shipping fees, except in cases where the item arrived damaged or incorrect. We strongly recommend using a trackable shipping service.

5. Refunds & Processing Times

Once your return is received and inspected, we will notify you of the approval status. If approved, your refund will be automatically processed to your original payment method within 5 to 10 business days. (Please note that your bank or credit card company may take additional time to post the refund).