Refund policy

At Efflo Matcha, we care deeply about the quality of our matcha and your experience with it. Each product is crafted and sent with intention. However, if something doesn’t feel quite right, we welcome returns under the following conditions:

Return Eligibility

  • Returns are accepted only for unused and unopened products.
  • Requests must be made within 7 days of delivery.
  • Customers are responsible for return shipping unless the item was damaged or incorrect upon arrival.
  • Refunds will be issued once the item has been received and reviewed.

To initiate a return, please email us at info@efflomatcha.com with your order number and reason for return.

Refunds

Once your return arrives and is inspected, we’ll let you know if it’s been approved. If approved, your refund will be processed automatically to your original payment method within 10 business days.

Please note that your bank or credit card provider may take additional time to post the refund to your account.

Damaged or Incorrect Items

If your order arrives damaged, defective, or isn’t what you expected, please contact us right away. We want to make it right and ensure your experience is as smooth as your next pour.

Non-Returnable Items

We are unable to accept returns on:

  • Opened or used matcha
  • Custom or made-to-order products
  • Sale items or gift cards
  • Customers are responsible for return shipping costs, unless the product was damaged or incorrect upon arrival.

If you’re unsure whether your item is eligible, feel free to reach out.

Exchanges

To exchange a product, we recommend returning the original and placing a new order once your return is accepted. This ensures you receive your preferred item without delay.

European Union 14-Day Cooling-Off Period

If your order was shipped to the EU, you have the right to cancel or return your purchase within 14 days for any reason. Items must be unused, in their original packaging, and accompanied by proof of purchase.

Route Package Protection

Efflo Matcha offers Route Protection at checkout to safeguard your order during transit. You may opt out, but please note that unprotected packages are not covered for loss or non-delivery.

If you forget to add a Route during checkout and your order hasn’t shipped yet, you can cancel and repurchase with protection included.