Refund policy

Payment Options
The Matcha Company offers customers multiple payment options. The Matcha Company utilises Shopify for online credit card transactions. For online orders, customers can also elect to checkout using PayPal. The Matcha Company customers can also elect to carry out a manual bank transfer payment from their personal bank accounts. Customers should select the Bank Transfer prompt during checkout if this is their preference. Customers will be emailed an invoice with The Matcha Company’s bank account details at the completion of their purchase. Customers are to arrange for the payment to be made to The Matcha Company, the invoice detailed is also to be entered in your bank transfer. The Matcha Company will email customers informing them when their funds have been cleared in The Matcha Company account.

Order Cancellation
Though The Matcha Company will endeavour to supply orders placed and accepted on this website, order placement and acceptance do not constitute an obligation to supply. The Matcha Company reserves the right to cancel any order without notice. The Matcha Company’s obligation will be limited to protections provided by the Consumers Guarantees Act 1993 and the Fair Trading Act 1986. In the event of any cancelled order; cheque or direct debit will be refunded in accordance with the Consumer Guarantees Act 1993. In the event that a credit card payment is processed for a cancelled order, refunds will be processed in accordance with the Consumer Guarantees Act 1993. Customers who wish to cancel any order must notify The Matcha Company by email by 10am on the next business day following the date of the order. Any orders cancelled due to change of mind will incur transaction fees relevant to the chosen payment method as these are unable to be recouped by The Matcha Company.

Returns Policy
All product returns by customers, regardless of reasons, are to contact The Matcha Company in the first instance via email or phone. Customers will be sent a Guarantee Claim Form Questionnaire which is to be filled in and attached to the returned goods. The Matcha Company will only accept returns for the following reasons;

a. Goods damaged prior to delivery
b. Goods with manufacturing faults
c. Goods supplied incorrectly
d. Goods that vary from their description on The Matcha Company website

If for any of the above reasons customers are not happy with their purchase they can contact The Matcha Company within 7 days for a full replacement or refund. Returned freight costs are to be met by the customer using a The Matcha Company approved courier unless the return is for a reason detailed in points a-d above in which case The Matcha Company will meet the courier cost.

The 7-day returns policy is not applicable to consumable items such as matcha powder, tea, cleaning items, and any other consumable item.

Faulty or Damaged Goods
Wherever possible, The Matcha Company will undertake to repair or replace any goods damaged prior to delivery. Damaged or faulty goods will be either repaired or replaced at the discretion of The Matcha Company. Where repair or replacement of damaged or faulty goods is not possible, a full refund will be issued for the value of the damaged goods. Damaged goods must be returned to The Matcha Company in accordance with our return policy.

Delivery
After your payment has been received please allow up to 5 working days for the parcel to be delivered. As we courier the product through Aramex Couriers, we will be able to track where your order is for you at any time. On occasion, due to circumstances beyond our control our delivery period may take longer than this. If this happens we will endeavour to contact you and explain the reason behind the delay. The Matcha Company will not be responsible for refunds or returns on any items that have been repurchased by the customer within this 5-day period, prior to parcel delivery.

Security of your login information
You are responsible for keeping your login information, including your email address and password, secret and secure. Without limiting the foregoing, you agree; a. not to permit any other person to use your user name or membership; and b. not to disclose, or provide to any other person, your password, email address, date of birth or any other information in connection with your membership that may allow them to gain access to your membership.

Emails and newsletters
The Matcha Company will send you emails relating to your membership, transactions, and other activities on the website, and for the promoting and marketing other The Matcha Company products and services to you. The Matcha Company may also send regular electronic newsletters to members. Newsletters will contain clear and obvious instructions for how to unsubscribe from the mailing list.

The Matcha Company provides this site on an as-is basis and makes no representations of any kind for the operation of the site, as well as for all information, products, materials, and services as associated. The Matcha Company does not warrant that any information available on The Matcha Company website is accurate, current, or complete. The Matcha Company is not liable in any way for any damages arising from the use of this site. This limitation of liability applies to damages of any kind, including direct, indirect and incidental, loss of income, profit, data, property, and claims by third parties. The Matcha Company makes no guarantee that the site will meet your requirements or be uninterrupted, timely, secure, or free of errors.

Pre-Order
On occasion, The Matcha Company may offer items to customers on pre-order. This enables customers to secure new and exciting products prior to arrival in New Zealand. Once The Matcha Company receives pre-ordered products, they will be dispatched to all relevant customers. All pre-orders must be prepaid in full at the time of order placement, and prior to shipment. Delivery times are dependent on international freight timelines. The Matcha Company will endeavour to provide customers with the best estimated arrival date and update this via email communication whenever required. Should a pre-order product not land in New Zealand for any given reason, The Matcha Company will refund all customers who have purchased the item in full.

Privacy and Data Protection
The Matcha Company is committed to protecting your privacy. We collect and use personal information in accordance with the Privacy Act 2020. By using our website, you consent to the collection and use of your personal information as described in our Privacy Policy. We will not disclose your personal information to third parties, except as required by law or as necessary to process your order. For more details on how we manage your personal information, please refer to our Privacy Policy.

Dispute Resolution
In the event of a dispute, The Matcha Company encourages the use of mediation or other alternative dispute resolution (ADR) methods to resolve issues outside of court. If a dispute cannot be resolved through ADR, it may be resolved through the courts of New Zealand. By agreeing to these terms and conditions, you consent to the jurisdiction of New Zealand courts.

Contact Details
Please email us at matcha@thecoffeecompany.co.nz or phone us on (03) 548-5656

All goods are to be returned to:
The Matcha Company Ltd
130 Hardy Street, Nelson 7010.