Refund policy
At SHIN Matcha Club, we take pride in providing high-quality ceremonial matcha. Because matcha is a food product, we apply strict hygiene standards.
Every order is carefully packed and checked before dispatch. We hope you love your SHIN order, but if something is not right, we’re here to help.
Returns
As matcha is a food product, we cannot accept returns once the product has been opened, unless it is faulty.
We will accept returns only if:
- Matcha products are unopened
- Accessories are unused, unwashed and in their original condition
- The return request is made within 14 days of delivery
- All items are returned in their original packaging and original condition
Once your return has been approved, the product must be sent back within 14 days.
Customers are responsible for return postage unless the item arrived damaged, faulty or incorrect.
Damaged or Incorrect Orders
If your order arrives damaged, faulty or incorrect, please contact us within 48 hours of delivery where possible.
Include:
- Your order number
- Clear photos of the product and packaging
This helps us investigate and resolve the issue quickly. We’ll review the details and arrange a replacement or refund where appropriate.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
Approved refunds will be issued to your original payment method within 5 working days of receiving the returned item.
Non-Returnable Items
We cannot accept returns for:
- Opened matcha products
- Gift cards
If you have any questions, please contact us at info@shinmatchaclub.com.