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Refund and Exchange Policy

At Yume Matcha, we are committed to providing high-quality products and excellent customer service. Please review our refund and exchange policy below to understand your rights and options.

Change of mind

Please choose carefully as exchanges or refunds are not provided for change of mind or when you have made a purchasing error. 

If you change your mind or make an error in your purchase, Yume Matcha may, at its discretion, offer a store credit after reviewing your request.

Refunds and Exchanges

Perishable Products (Matcha Powders)

Due to the perishable nature of Matcha powders, we are unable to offer refunds or exchanges unless the product fails to meet the Australian Consumer Guarantees (outlined below).

Non-Perishable Products

For non-perishable products, we may, at our discretion, offer refunds or exchanges provided that:

  • The product is unused and in the same condition as when you received it.
  • The product is returned in its original packaging.
  • You provide proof of purchase (e.g., order number or receipt).

Australian Consumer Guarantees

Under the Australian Consumer Law, you are entitled to certain guarantees when you purchase from us. These include:

  • Major Failure: If a product has a major failure, you are entitled to a replacement, refund, or compensation for any drop in value.
  • Minor Failure: If a product fails to meet acceptable quality but the failure is not major, we may offer a replacement or another suitable remedy.

We will not provide a refund or exchange if:

  • The product is damaged due to misuse, accident, or abnormal use.
  • Parts are missing after delivery.
  • The product has been used.
  • The product has minor imperfections, superficial blemishes, or variations in dimension, colour, size, texture, or taste.
  • Only the external or product packaging is damaged.
  • The issue falls outside the scope of the Australian Consumer Law.

Damaged or Faulty Products

We take great care to pack your products securely. However, if your order arrives damaged, faulty, or defective, please:

  1. Contact us within 24 hours of receiving your delivery.
  2. Provide photos or videos that clearly show the issue.
  3. Include your order number and a description of the problem.

If the issue is confirmed, we will offer a replacement, refund, or other suitable remedy in accordance with the Australian Consumer Law.

Lost or Undelivered Products

If your order does not arrive, please contact us with proof that the products were not delivered (e.g., a statement from Australia Post). We may, at our discretion, provide a replacement or refund for the full purchase price.

Returns Process

To return a product, you must:

  • Provide proof of purchase.
  • Return the product in its original condition and packaging.
  • Follow any specific instructions provided by our team.

You are responsible for the cost of returning the product unless the return is due to a failure under the Australian Consumer Law. We recommend using a tracked shipping method (e.g., registered post) as we are not responsible for products lost in transit.

Refund Process

  • Once we receive your returned product, we will inspect it and notify you of the approval or rejection of your refund.
  • If approved, your refund will be processed within 14 days and credited to your original payment method.
  • If no fault is found or the product was damaged due to misuse, the product will either be returned to you (at your cost) or destroyed, and no refund will be provided.

Incorrect Products Delivered

If you receive the wrong product, contact us within 24 hours of delivery. Provided you can supply proof of the error, we will:

  • Send you the correct product.
  • Arrange for the collection and return of the incorrect product at no cost to you.

Contact Us

If you have any questions about our refund and exchange policy, please contact us at:
Yume Matcha
Email: info@yumematcha.com.au