Refund policy
Thank you for shopping with Ensoo Matcha. Please read our policy carefully before placing your order.
Ensoo Matcha is an online store only. We do not have any physical retail locations and we ship within Australia only.
Return Policy
Due to the perishable nature of our matcha products, we are unable to accept returns or exchanges for change of mind. All sales are final. We strongly encourage you to review your order carefully before completing your purchase.
Damaged, Defective or Incorrect Orders
We take great care in packing every order. However, if your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at order@ensoomatcha.com.au. Please include the following in your email:
- Your order number
- A description of the issue
- Clear photos of the item(s) and packaging
We will assess your claim promptly and work to make it right, which may include a replacement or refund at our discretion. Claims submitted after 7 days of the confirmed delivery date may not be accepted.
Refunds
If a refund is approved, it will be processed back to your original payment method within 5–10 business days. Please note that your bank or credit card provider may take additional time to post the refund to your account.
If you have not received your refund within 15 business days of our approval, please contact us at order@ensoomatcha.com.au.
Order Cancellations
If you need to cancel or amend your order, please contact us at order@ensoomatcha.com.au as soon as possible. We will do our best to accommodate your request, but we cannot guarantee cancellation once an order has been dispatched.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits or excludes your rights under the Australian Consumer Law.
Lost or Undelivered Parcels
Once an order has been dispatched and tracking has been provided, the parcel is in the care of the carrier. If your tracking shows a parcel as delivered but you have not received it, or if your parcel appears to be lost in transit, please contact us at order@ensoomatcha.com.au and we will do our best to assist you in lodging an enquiry with the carrier. Please note that delivery timeframes are estimates and may be affected by factors outside our control, including carrier delays and weather events.
Contact Us
For any questions about this policy, your order, or anything else, please don't hesitate to reach out at order@ensoomatcha.com.au. We aim to respond to all enquiries within 1–2 business days.