Refund policy

RETURN & REFUND POLICY

At IKICHA, we want you to be happy with your purchase. Please read our return and refund policy below before making a purchase.

CHANGE-OF-MIND RETURNS

We accept eligible change-of-mind returns requested within 7 days of receiving your order.

To be eligible for a change-of-mind return:

• The product must be unused and unopened.
• Matcha must remain sealed in its original packaging.
• Matcha tools must be unused and in their original condition and packaging.
• You must provide your order number or proof of purchase.

Because matcha is a food product, we cannot accept returns or refunds for matcha that has been opened, used or partially consumed.

If your return is approved, you are responsible for the cost of returning the item to us. A $5 handling fee will be deducted from your refund to cover the processing and handling of the return.

Original shipping costs are non-refundable for change-of-mind returns.

DAMAGED, FAULTY OR INCORRECT ITEMS

Please inspect your order when it arrives and contact us as soon as possible if:

• Your product arrives damaged.
• Your product is faulty.
• You receive the wrong product.
• Your order is missing an item.

Please contact us at info@ikicha.co.nz and include your order number and photographs of the product and packaging where applicable.

We will assess the issue and, where appropriate, arrange a replacement, exchange or refund.

For products that are faulty, damaged or otherwise covered by your rights under New Zealand consumer law, IKICHA will provide the remedy required by law. Return shipping will not be charged to you where the return is due to a fault, damage or an error on our part.

HOW TO REQUEST A RETURN

To request a return, contact us at info@ikicha.co.nz

Please include your order number and the reason for your return.

If your return is approved, we will provide instructions on how and where to return your item. Please do not send items back before receiving return instructions from us.

REFUNDS

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 10 business days.

Please note that your bank or payment provider may require additional time to process the refund and return the funds to your account.

For approved change-of-mind returns, the $5 handling fee and original shipping costs are non-refundable.

ORDER CANCELLATIONS

If you need to cancel your order, please contact us at info@ikicha.co.nz as soon as possible.

We will do our best to accommodate cancellation requests before your order has been processed or dispatched.

Once an order has been dispatched, our return policy will apply.

CONSUMER RIGHTS

Nothing in this policy is intended to exclude, restrict or limit your rights under the New Zealand Consumer Guarantees Act 1993 or any other applicable New Zealand law.