Refund policy

Let’s be completely honest: we want you to love your morning ritual. But because we deal with both delicate, freshly sealed teas and artisanal tools, we have to keep a few firm rules in place to ensure everything stays premium.

Here is exactly how we handle returns, keeping it simple and transparent.

1. Matcha & Hojicha (Consumables)

  • The Policy: All tea products (Matcha and Hojicha) are strictly final sale and cannot be returned or refunded. * The Reason: Our ceremonial grade matcha is sourced directly from small family farms in Japan, stone-milled, and immediately sealed airtight to preserve its vibrant green color and delicate flavor. Because matcha is incredibly sensitive to heat, light, and air, we can’t safely restock or resell a bag once it leaves our hands. We know you wouldn't want a bag that’s been sitting on someone else’s kitchen counter, so we extend that same quality guarantee to everyone.

2. Matcha Accessories (Whisks, Ceramic Bowls, etc.)

  • The Policy: If you ordered a Traditional Bamboo Whisk (Chasen), a ceramic bowl (Chawan), or any other non-consumable hardware, you can return it within 30 days of purchase for a refund or store credit.

  • The Conditions: * The item must be completely unused, undamaged, and in its original packaging.

    • If you’ve already soaked your bamboo whisk or used a bowl, it is officially yours to keep! We cannot accept returns on items that have been handled or used for hygiene and quality reasons.

3. Return Shipping Costs

  • Who Pays? Shipping costs for returns are 100% covered by the buyer.

  • The Logistics: You will need to arrange your own courier (we highly recommend a tracked service like The Courier Guy) to send the item back to us. Original shipping fees from your order are non-refundable.

4. Damaged or Broken Items

We do our absolute best to wrap our fragile ceramics and delicate whisks securely, but if your courier was a little too enthusiastic and your item arrives broken or damaged, please let us know within 48 hours of delivery. Drop us an email with a quick photo of the damage, and we’ll get a replacement sorted out for you immediately.

How to Initiate a Return

If you need to return an unused accessory within your 30-day window, just send an email to hello@mothermatcha.co.za with your order number, and we’ll guide you through the next steps!