Refund policy

We want you to be happy with what you receive. Below is our policy so everything is clear.

We offer exchanges (not refunds) on:

  • Matcha sets (tools)
  • Caps
  • T–shirts

Matcha powder is not eligible for return or refund. More on that below.

We currently do not offer cash refunds unless required by law.

Exchange window
You have 7 days from the date your order is delivered to request an exchange.

Condition for exchanges
To qualify for an exchange, items must be returned in the same condition you received them:

  • T–shirts: unworn and unwashed.
  • Caps: unused and in original condition.
  • Matcha set items: unused and returned with their original packaging, where possible.

Once the item has been received and checked, we will send the replacement item.

Exchange shipping costs
If you would like to exchange because of sizing or preference, the cost of returning the item to us is for your account.

If we made an error with your order, we will cover the cost to correct it.

Please contact us before sending anything back so we can confirm the next steps.

Matcha powder policy

All matcha powder sales are final.

For quality and safety reasons, we’re not able to accept returns or offer refunds on any of our matcha powders. This applies even if the packaging is unopened. Once a food product has left our care, it cannot be resold.

If you’re unsure which matcha to choose, you’re welcome to reach out before ordering and we’ll be happy to guide you.|

Damaged or incorrect items

If your order arrives and something is damaged, or if you received the incorrect item, please let us know within 24 hours of delivery.

Email us at info@nicetomatcha.co.za with:

  1. Your name
  2. Your order number
  3. A brief description of the issue
  4. Clear photos of the product and packaging

For matcha sets: if a specific tool (for example, a whisk) arrives damaged, we will replace that item for you. You do not need to return the full set.

In cases where we’ve sent the wrong item, we will correct the order at our cost.

We may not be able to replace items that show signs of use after delivery or damage caused after the parcel was successfully delivered.