Refund policy
Returns & Refunds Policy
Returns
We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.
To be eligible for a return, items must be:
- In the same condition as received
- Unworn or unused
- With original tags attached
- In the original packaging
- Accompanied by a receipt or proof of purchase
To start a return, please contact us at source@emanuelkenmei.com.
If your return request is approved, items must be sent to the following address:
Matcha Inc
26 Guildford Lane
Melbourne CBD, Australia
Please note:
- Return shipping costs are the responsibility of the buyer
- All returns are assessed upon receipt
- If a return is rejected, the buyer will be responsible for the cost of shipping the item back
Returns sent without prior approval will not be accepted.
For any questions regarding returns, please contact us at source@emanuelkenmei.com.
Damages & Issues
Please inspect your order upon arrival. If your item is defective, damaged, or you receive the incorrect item, contact us as soon as possible so we can assess the issue and make it right.
Exceptions / Non-Returnable Items
Certain items are not eligible for return, including:
- Perishable goods (such as food, flowers, or plants)
- Custom or personalised products
- Personal care or beauty products
- Hazardous materials, flammable liquids, or gases
Sale items and gift cards are non-returnable.
If you’re unsure whether your item is eligible, please contact us before submitting a return request.
Exchanges
The quickest way to receive a replacement item is to return the original item. Once your return is approved, you can place a new order for the desired item.
Refunds
Once we receive and inspect your return, we’ll notify you of the approval status.
If approved, refunds will be issued to your original payment method within 10 business days. Please note that processing times may vary depending on your bank or credit card provider.
If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us at source@emanuelkenmei.com.