Refund policy

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Refund & Return Policy

Thank you for shopping at Love Matcha! We hope you love your purchase, but if for any reason you're not completely satisfied, here's what you need to know about returns and refunds:

Returns

  • Window for Returns: You have 3 days from the date you receive your item to request a return.

  • Condition for Return: To be eligible for a return, the item must be in new condition, unworn or unused, with tags still attached, and in its original packaging. You’ll also need the receipt or proof of purchase.

  • How to Return:

    • To start a return, contact us at info@love-matcha.co.za.

    • Returns can be sent either in-store or by mail. Please note that return shipping is the customer’s responsibility.

    • Once your return request is accepted, we will provide instructions for shipping. Returns must be sent to the following address: [INSERT RETURN ADDRESS].

Damages and Issues

  • Inspect upon Reception: Please inspect your order immediately upon receipt. If the item is defective, damaged, or if you received the wrong product, contact us right away at info@love-matcha.co.za. We will evaluate the issue and take the necessary steps to resolve it.

Exceptions / Non-Returnable Items

  • Non-Returnable Items:

    • Perishable goods (e.g., food, flowers, plants)

    • Custom products (e.g., special orders, personalized items)

    • Personal care goods (e.g., beauty products)

    • Hazardous materials, flammable liquids, or gases

  • We do not accept returns on sale items or gift cards.

  • If you have concerns about a specific item, please contact us.

Exchanges

  • The fastest way to get the item you want is to return the product you have. Once the return is accepted, you can then place a separate order for the new item.

European Union Cooling-Off Period

  • If your order is being shipped into the European Union, you have the right to cancel or return the item within 14 days, no questions asked. The item must still be in new condition, unworn or unused, with tags attached, and in its original packaging. A receipt or proof of purchase is also required.

Refunds

  • After we receive and inspect your return, we will notify you if your refund has been approved.

  • If approved, the refund will be processed to your original payment method within 3 business days. Please note that your bank or credit card company may take additional time to process and post the refund.

  • If more than 15 business days have passed since your return was approved and you haven't received your refund, please contact us at info@love-matcha.co.za.