No Refund & Exchange Policy – Matcha Kokoro

At Matcha Kokoro, we pride ourselves on delivering premium matcha and carefully curated products that meet the highest standards of quality and freshness. Because of the nature of our products, we do not offer refunds for change of mind, order cancellation, or opened items.

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Exchanges for Defective or Damaged Products

If your order arrives defective, damaged, or incorrect, we will happily replace it at no cost to you. To request an exchange, please contact us within 14 days of delivery at:

📧 hello@matchakokoro.com
📞 +61 483 916 135

Please provide:

• Your order number

• A clear photo of the product issue

This will help us resolve your request quickly.

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Important Notes

• No refunds will be issued under any circumstances. Only exchanges for defective, damaged, or incorrect products will be processed.

• Items must be unused, unopened, and in their original packaging for eligibility.

• Clearance, promotional, or discounted items are final sale and cannot be exchanged.

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Order Cancellations

Orders may be cancelled within 24 hours of placement by contacting us directly. Please note that a 5% cancellation fee applies to cover merchant processing costs. After 24 hours, orders cannot be cancelled as they may already be in preparation or transit.

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Subscription Orders

For customers on subscription plans, cancellations may be made after a minimum of two deliveries have been received. This supports the discounted pricing structure of our subscription service. After two deliveries, you may cancel at any time with no penalty.

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Commitment to Quality

Our team at Matcha Kokoro is dedicated to ensuring every customer enjoys an authentic Japanese matcha experience. While we cannot offer refunds, we will always work with you to make sure your order meets our strict quality standards.