Returns & Refunds

Returns & Refunds

Last updated: 13 August 2026

We want you to be happy with your matcha. Because matcha is a food product, our return rules are different for accessories and for consumables. Please read both sections.

Accessories and equipment

Whisks, bowls, sifters, scoops, gift sets and other non-food items can be returned within 14 days of delivery for a refund or exchange, provided that:

  • the item is unused and in resaleable condition;
  • all original packaging, tags and included parts are present; and
  • you have proof of purchase (your order number is enough).

Matcha powder and other food products

For food safety and hygiene reasons, opened matcha powder and other consumables cannot be returned or exchanged.

If there is a genuine quality issue — the pouch arrived damaged or unsealed, the product is past its best-before date, or the contents are clearly not as described — contact us within 48 hours of delivery with your order number and photographs. We will replace the product or refund you in full.

Items that cannot be returned

  • Opened or partially used food products, unless there is a quality issue as described above
  • Products damaged by misuse, incorrect storage, or normal wear
  • Items returned more than 14 days after delivery
  • Free samples and promotional gifts

How to start a return

  1. Message us on WhatsApp at +92 347 986 2232 or email order@yoochamatcha.pk with your order number and the reason for the return.
  2. We will confirm whether the item qualifies and give you the return address.
  3. Send the item back using a trackable courier service.

Please do not send anything back before contacting us — unannounced returns cannot be processed.

Return shipping costs

If the return is due to our error — wrong item, damaged item, or a quality defect — we cover the return shipping. If you are returning an accessory because you changed your mind, the return shipping cost is yours.

Refunds

Once we receive and inspect the returned item, we will confirm the outcome by email or WhatsApp. Approved refunds are issued within 7 to 10 business days, using the same method you paid with where possible. For cash-on-delivery orders, refunds are made by bank transfer or mobile wallet to an account in the name of the person who placed the order.

Order cancellations

You can cancel an order free of charge at any time before it is dispatched. Once the parcel is with the courier, the return process above applies instead.

Contact

WhatsApp / Phone: +92 347 986 2232
Email: order@yoochamatcha.pk
Hours: Monday to Saturday, 10:00am to 7:00pm PKT

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