Shipping and Returns

 

Shipping Policy

Introduction

At MATSU MATCHA PTE. LTD. ("we", "our", "us"), we are committed to providing efficient and reliable shipping services to ensure your orders are delivered promptly within Singapore. This Shipping Policy outlines the terms and conditions regarding the shipment of our products. By placing an order on our website, you agree to the terms set forth below.

1. Shipping Destinations

We only ship to locations within Singapore.
Currently, we do not offer international shipping.

2. Shipping Rates & Delivery Times

Normal Delivery:

• Delivery Time: 3-5 business days.
• Shipping Rate: $10 per delivery, flat rate.

3. Order Processing Times

• Processing Time: All orders are processed within 1-2 business days (excluding weekends and public holidays) after receiving your order confirmation email. You will receive a notification when your order has shipped.
• Orders placed after 6 PM on weekdays or during weekends and public holidays will be processed the next business day.

4. Delayed or Lost Shipments

While we work hard to ensure your package arrives on time, delays may occur due to reasons beyond our control (e.g., weather conditions, courier delays). If your order is significantly delayed or appears to be lost, please contact us at bryan@matsumatcha.com, and we will assist you in resolving the issue.

5. Shipping Restrictions

We only ship within Singapore and do not deliver to PO Box addresses.

6. Damaged, Missing, or Incorrect Items

If your order arrives damaged, incomplete, or incorrect, please contact us at bryan@matsumatcha.com within 7 days of receiving your order. Please provide your order number, a description of the issue, and clear photos of the damaged or incorrect items. We will investigate the matter and, if necessary, offer a replacement or refund.

7. Changes to Orders and Shipping Address

If you need to change your shipping address or update your order details, please contact us at bryan@matsumatcha.com as soon as possible. We will do our best to accommodate your request; however, we cannot guarantee changes once the order has been processed or shipped.

8. Failed Deliveries or Returned Packages

If a package is returned to us due to incorrect address information, failure to collect, or any other reason caused by the customer, we may charge a re-delivery fee. Please ensure all shipping details are accurate before placing your order.

9. Shipping During Public Holidays

Please note that orders may be delayed during Singapore public holidays due to closures and reduced operations of shipping carriers. If you place an order during a public holiday, your package will be processed on the next business day.

10. Contact Information

For any questions or concerns about shipping, please reach out to us at:

MATSU MATCHA PTE. LTD.
Email: bryan@matsumatcha.com

 

 

 

Return & Refund Policy

Introduction

At MATSU MATCHA PTE. LTD. ("we", "our", "us"), we are committed to providing high-quality matcha tea products. Your satisfaction is important to us, and we aim to ensure a smooth and satisfactory shopping experience. This Return & Refund Policy outlines our guidelines for returning products and receiving refunds in compliance with Singapore's Consumer Protection (Fair Trading) Act (CPFTA).

Please read this policy carefully to understand your rights and responsibilities regarding the return of our tea products.

1. Eligibility for Returns

Due to the perishable nature of tea, we only accept returns in the following circumstances:

• Damaged or Defective Products: If you receive a product in which the matcha can pull-tab seal was opened, or which there are sign(s) to show that the matcha product has been tempered with, you are eligible for a return or refund.
• Incorrect Orders: If the wrong product was sent to you, or there is an error in your order, we will rectify the situation by providing a replacement or refund.

Please note that we do not accept returns for opened, used, or perishable products unless they are damaged or defective at the time of receipt.

2. Non-Returnable Items

For hygiene and safety reasons, we do not accept returns for:

• Opened or used tea products.
• Items that are not in their original packaging or have been tampered with.
• Products purchased through clearance or final sale.

3. Return Request Process

If you believe you have received a damaged, defective, or incorrect product, please follow these steps to initiate a return:

1. Contact Us: Notify us of the issue by sending an email to bryan@matsumatcha.com within 7 days of receiving your order. Please provide your order number, a description of the issue, and clear photos of the damaged or defective item.

2. Approval: Once we assess your claim, we will inform you via email whether your request has been approved. If approved, you will receive instructions on how to proceed with the return or refund.

3. Return Shipment: If a return is necessary, you may be required to ship the item back to us. We will provide details on how and where to return the product.

Please note: Customers are responsible for the cost of return shipping unless the product was incorrect, damaged, or defective upon receipt.

4. Refund Policy

If your return is approved, we will process the refund based on the following terms:

• Refund Method: Refunds will be issued to the original payment method used during the purchase (e.g., credit/debit card).
• Refund Timeline: Refunds will be processed within 14 business days upon receipt and inspection of the returned item. Please note that it may take additional time for your bank or credit card provider to reflect the refund in your account.
• Partial Refunds: In certain cases, we may offer partial refunds based on the condition of the returned item (e.g., if the product has been opened but was found defective).

Note: Shipping fees are non-refundable unless the product was incorrect, damaged, or defective at the time of delivery.

5. Exchange Policy

We do not offer direct exchanges for tea products. However, if you receive a defective product, we will replace it with the correct item at no additional cost to you.

6. Damaged or Lost Packages

If your package arrives damaged, or you suspect it has been lost in transit, please notify us immediately at bryan@matsumatcha.com. We will work with the shipping provider to resolve the issue and, if necessary, send a replacement or process a refund.

7. Dispute Resolution

In the event of a dispute regarding returns or refunds, we will work in good faith to resolve the issue in a timely and amicable manner. 

8. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our business practices or legal obligations. Any updates will be posted on our website, and it is your responsibility to review the policy periodically.

Contact Us

For any questions or concerns about this Return & Refund Policy, please contact us at:

MATSU MATCHA PTE. LTD.
Email: bryan@matsumatcha.com