Refunds & Returns Policy

At Matcha Verde PH, we take great care in packing and shipping our products to ensure they arrive fresh and in excellent condition. Because our products are food-grade and perishable, we do not encourage returns for safety and hygiene reasons.

However, we are committed to resolving legitimate concerns.

1. Damaged, Defective, or Incorrect Orders

Please inspect your order immediately upon receipt.

If you received:

• The wrong product
• A damaged item
• A defective or compromised package

You must contact us within 2 days from the date of delivery.

📧 Email: orders@matchaverdeph.com

Your email must include:

• Your full name and order number
• A clear description of the issue
• A full unboxing video (starting from unopened parcel)
• Clear photos showing the damage or incorrect item

Failure to provide a complete unboxing video may affect the approval of your request.

We will review your case based on the documentation provided and determine the appropriate resolution.

2. Returns (If Approved)

Due to the nature of our products, returns are only accepted if:

• The item is unopened
• The seal is intact and not tampered with
• The packaging is in its original condition
• The return request has been formally approved by our team

If your return request is approved:

• The item must be shipped back to us within 7 days from the date of receipt.
• Return shipping costs are shouldered by the customer unless otherwise stated.
• Items sent back without prior approval will not be accepted.
• Return address details will be provided once your request is approved.

3. Non-Returnable Items

For safety and hygiene reasons, we do not accept returns for:

• Opened or used matcha products
• Products with broken or tampered seals
• Sale items
• Gift cards

Food products cannot be restocked once opened or exposed due to contamination risks.

4. Refunds

Once we receive and inspect an approved return, we will notify you of the outcome.

If approved:

• Refunds will be processed to the original payment method.
• Processing may take up to 10 business days, depending on your bank or payment provider.

If more than 15 business days have passed since approval, please contact us at:

📧 orders@matchaverdeph.com

5. Important Notes

We do not accept returns based on taste preference.

Minor packaging dents caused by courier handling that do not affect product integrity are not considered damage.

Failure to report issues within the 2-day window will automatically void eligibility for return or refund.

If you have any concerns about your order, please don’t hesitate to reach out. We’re here to make it right — fairly and responsibly.