Returns and refunds policy

Last updated: 30/10/26

This policy covers orders placed through maru-matcha.com and our online store. Matcha is a food product, so for hygiene and freshness we only accept claims for orders that arrive with a problem. We can’t accept returns because of a change of mind.

What we cover

Message us within 7 days of delivery if:

Your item arrived damaged, or its seal was broken or tampered with
Your matcha arrived spoiled, for example with moisture inside the pack, a musty or off smell, or signs of contamination
Your item arrived past its best-before date
You received the wrong item, or an item is missing from your order
Your parcel was lost in transit (we’ll confirm with the courier first)

What we collect

How to make a claim

When you order: your name, email address, mobile number, delivery address and order details.
When you pay: you pay by bank transfer (BPI). We keep the proof of payment you send us, such as a screenshot or reference number, to confirm your order. We never ask for your card details, PIN or online banking login.
When you message us: your name, contact details and whatever you tell us, by email or Instagram.
When you visit our site: We use Google Analytics to see how many people visit and which pages they read. It records general information like your device, browser and approximate location, and uses cookies. We use it to improve the site, not to identify you.

Email contact@maru-matcha.com, or message us on Instagram at @marumatchaph
Include your name, your order number, and clear photos of the item, the packaging, the seal and the shipping label
If you have one, send an unboxing video too. It helps us resolve your claim faster.
Please keep the item and its packaging until we’ve resolved your claim
We’ll reply within 2 business days

Why we use it

If we approve your claim, including for damage that happened during delivery, we’ll send a replacement or refund the affected items, whichever you prefer. For a missing item, we’ll send it or refund its value. For approved claims, we pay for any shipping involved.

To process, deliver and support your orders
To answer your questions and handle returns
To understand how people use our site, so we can improve it
To keep business, tax and accounting records

For hygiene reasons we can’t resell returned food, so we usually won’t ask you to send the item back. We may ask you to dispose of it once your claim is approved.

Refunds

Approved refunds are sent by bank transfer to the account you paid from, or another account you tell us, within 10 business days. Your bank may need extra time to post it. If more than 15 business days have passed since we approved your refund, please contact us.

cocoCart, which runs our online store and checkout
Our bank (BPI), which receives your bank transfer
J&T, our courier, which receives your name, address and mobile number to deliver your order
Framer, which hosts our website
Google, which provides Google Analytics
Meta, if you message us on Instagram

What we can’t accept

Opened or used matcha, unless it had one of the problems above when it arrived
Changes of mind or taste preference
Natural differences in color, aroma or taste between harvests and batches
Natural clumping. Matcha is a very fine powder and clumps easily, so sift it before whisking.
Problems caused by storage after delivery, such as heat, humidity or moisture
Claims made more than 7 days after delivery