Politique de remboursement

Your satisfaction with Mio Matcha products is very important to us. If you are not completely happy with your purchase, the following terms apply.

Return Period

  • You have 14 days from the date you receive your order to request a return.
  • After this period, we may not be able to accept your request, except in the case of defective or non-conforming products.

Conditions for Returns

To be eligible for a return:

  • The item must be unused, in perfect condition, in its original packaging, and with all accessories included (for utensils).
  • Matcha or other food products must be sealed, with no sign of opening or tampering.
  • A proof of purchase is required (order number, invoice, or confirmation email).

We reserve the right to refuse returns that do not meet these conditions.

Non-Returnable Items

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

  • Matcha or other edible products that are opened, used, or with a broken seal.
  • Utensils that show signs of use, customer-caused damage, or missing parts.
  • Gift cards or discount codes (if applicable).

Damaged or Defective Items

If your order arrives damaged or the product is defective:

  1. Please contact us within 48 hours of delivery at hello@mio-matcha.com
  2. Include clear photos of the product and the outer packaging.
  3. After assessment, we may offer a replacement, refund, or store credit.

In these cases (defect or our error), return shipping costs will be covered by Mio Matcha.

Exchanges

  • Exchanges are only available for defective items or incorrect items shipped.
  • If you wish to change a product due to personal preference (flavour, colour, etc.), you will need to request a return (if eligible) and place a new order.

How to Start a Return

To initiate a return:

  1. Contact us at hello@mio-matcha.com with your order number, full name, and reason for the return.
  2. Approval: After review, you will receive confirmation and the return instructions, including the return address.
  3. Shipping the Item Back:
    1. The customer is responsible for packing the item securely.
    2. We strongly recommend using a tracked or registered shipping service.

Refunds

Once we receive and inspect your returned item:

  • You will be notified by email about the approval or rejection of your refund.
  • If approved, the refund will be issued to the original method of payment within up to 7 business days.
  • If the returned item is damaged, incomplete, or shows signs of use, we may issue a partial refund or decline the refund.

Shipping Costs

  • Return Shipping (change of mind or preference):
    The customer is responsible for the cost of sending the item back, unless the product is defective or we shipped the wrong item.
  • Original Shipping Fees:
    Shipping costs paid on the original order are non-refundable, except when the return is due to our error or a defective product.

Processing Time

  • The handling and inspection of returns can take up to 5–7 business days after we receive the parcel.
  • The time it takes for the refund to appear in your account also depends on your bank or card issuer.

Contact

If you have any questions about this Refund & Return Policy, you can contact us at:

  • Email: hello@mio-matcha.com