Refund Policy

Refund policy

Our refund policy is designed to ensure customer satisfaction. If for any reason you are not satisfied with your purchase, you can request a refund within a certain timeframe.

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Last updated: September 2025

REFUNDS AND RETURNS

REFUSED PACKAGES

LOVE-IT-GUARANTEE

refunds and returns

If you would like to return an item to Alias Matcha, you must contact us within 30 days of delivery of your item to request a return shipping label.

Follow these steps:

Contact us by email at contact@aliasmatcha.com and let us know which item you’d like to return. We do not process return requests by phone or voicemail.
We will email you the correct return address and instructions within 24–48 hours.
You are responsible for purchasing your own return shipping label.
Place the unopened product in a secure box or mailer and ship it to the provided return address.
Once your return arrives at our warehouse and is processed, we will initiate your refund.

Refunds are processed within 1–2 business days after the return is received.
Your bank may take up to 10 business days to post the refund to your account.

Important Notes:

You must use the prepaid return label we provide to ensure your return goes to the correct warehouse location.
Returns sent to the wrong address due to failure to request a label will not be eligible for a refund or reshipment.
Returned products must be unopened with the seal completely intact to qualify for a refund.
If you do not contact us within 30 days of delivery, your item will not be eligible for a refund.
Alias Matcha is not responsible for duplicate orders placed by customers online.

refused packages

If possible, please accept the package and then contact us so we can process the return properly.

If you refuse a package for any reason other than visible damage, you may receive a refund only after we receive the package back at our warehouse.

If you refuse a package due to visible damage, you will not be charged for return shipping.
Once received, we can either:
- Refund the full cost of the order (including shipping), or
- Reship a replacement order at no additional cost.

Damaged or Defective Items After Opening:
If you open your package and discover defective or damaged items (e.g., broken seal, punctured container), you may return the product for a full refund or exchange.

We cover the cost of return shipping for damaged or defective items.
We must receive the product back before issuing a refund or replacement.

Important Reminder:

Refused shipments sometimes get lost in transit.
If a refused package does not reach our warehouse, we cannot issue a refund.
Always request a return label from our team to ensure proper handling.

love-it guarantee

Our 100% Love-It Guarantee applies to first-time subscription orders only.

We want you to feel completely confident trying Alias Matcha.
If you don’t absolutely love your first subscription order, we’ll refund you for one (1) opened 30g tin of matcha — no questions asked.

Rules for the Guarantee:

• You must contact us within 30 days of delivery.
• Applies only to subscription orders (not one-time purchases).
• Limited to one opened tin per first subscription order.

Simply follow the steps in the Refunds and Returns section above to request your label and refund.