Return & Refund Policy

What you can return

You may return an item within 14 days of delivery for a full refund, provided it is unused and in its original, unopened packaging with the seal intact.

What you cannot return

For food safety reasons we cannot accept a return of matcha once the tin has been opened or its seal broken, unless the product is faulty. This does not affect your legal rights where an item is defective, damaged, or not as described. Gift cards and personalised items are also non-returnable.

Damaged or wrong items

If something arrives damaged, opened in transit, or is simply not what you ordered, send a photo of the item and the outer box to support@matchllo.com within 14 days. We replace it or refund it, whichever you prefer, and you do not need to ship anything back.

How to start a return

1. Email support@matchllo.com with your order number and what you would like to return.
2. We reply within one business day with a return address and instructions.
3. Send the item back in packaging that protects it. Return shipping is paid by you unless the item was faulty or wrongly sent.
4. We inspect it on arrival and refund within 5–10 business days to the original payment method.

Cancelling an order

If an order has not shipped yet, message us and we will cancel and refund it in full. Once it is with the courier, treat it as a return.