Returns, Exchange & Guarantee Policy

At Matcha Fuel, we're confident you'll love our products. That's why we offer a 60-day money-back guarantee, giving you peace of mind when trying Matcha Fuel for the first time.

Our 60-day guarantee begins on the date your order is delivered and is subject to the following conditions.

1. First-Time One-Time Purchases

If you're trying Matcha Fuel for the first time and aren't satisfied, simply email support@matchafuel.com within 60 days of receiving your order.

  • One pouch can be refunded without being returned, whether it has been opened, used or remains unopened.

  • If your order contains multiple pouches, any additional pouches must be returned unopened, unused and in their original sealed packaging to qualify for a refund.

  • We provide free returns for eligible additional pouches.

  • Once all applicable conditions have been met, we will refund your eligible order, excluding the original delivery cost.

  • The satisfaction guarantee is limited to one pouch per customer and can only be claimed once, on your first eligible purchase.

2. Repeat One-Time Purchases

The one-pouch satisfaction guarantee applies only to your first eligible purchase.

For subsequent one-time purchases, refunds under our voluntary 60-day policy require all products being refunded to be returned unopened, unused and in their original sealed packaging.

Once the eligible products have been returned and inspected, we will refund the applicable order amount, excluding the original delivery cost.

Opened, used or partially consumed products from repeat purchases are not eligible for refunds under this guarantee.

3. Subscription Orders

Subscription orders are subject to our unopened returns policy.

If a subscription order has already been processed and can no longer be cancelled before dispatch, the products must be returned to us to qualify for a change-of-mind refund.

  • All pouches being refunded must be returned unopened, unused and in their original sealed packaging.

  • This applies even if the subscription order contains only one pouch.

  • Once an order has been dispatched or delivered, we cannot issue a change-of-mind refund without the eligible products being returned.

  • Cancelling your subscription prevents future renewal orders but does not automatically cancel or refund orders that have already been processed.

  • Opened, used or partially consumed subscription pouches are not eligible for refunds under our voluntary 60-day guarantee.

  • Once the eligible order has been returned and inspected, we will refund the order, excluding the original delivery cost.

Managing or Cancelling Your Subscription

You can manage, pause or cancel your subscription through our online subscription portal:

Manage Your Subscription

Alternatively, you can contact support@matchafuel.com for assistance.

We recommend making any subscription changes before your next scheduled renewal date to avoid unwanted orders.

4. How to Request a Refund

To request a refund under our 60-day policy, please contact support@matchafuel.com within 60 days of receiving your order, including your order number and reason for your request.

For eligible first-time satisfaction guarantee claims covering one pouch, no return is required.

For refunds involving additional pouches, repeat purchases or subscription orders, our team will provide free return instructions.

Any products that require returning must be sent back within 14 days of submitting your return request.

Once the applicable conditions have been met and any required returned products have been received and inspected, we will process your eligible refund to your original payment method.

Refunds under our voluntary 60-day guarantee exclude the original delivery cost.

Please allow time for your bank or payment provider to process the refund.

5. Important Conditions

To ensure our guarantee remains fair for all customers:

  • The one-pouch satisfaction guarantee is limited to one claim per customer, regardless of the number of orders placed or accounts used.

  • Only one pouch is eligible for a satisfaction refund without being returned.

  • Additional pouches, repeat purchases and subscription orders must meet our unopened returns requirements.

  • Refunds are calculated based on the amount actually paid for eligible products, after any discounts or promotional offers.

  • Original delivery costs are non-refundable under our voluntary 60-day guarantee, except where required by law.

  • We reserve the right to investigate and decline fraudulent, duplicate or abusive claims, without affecting statutory consumer rights.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. It may take up to 5-10 business days for a refund to reflect in your account.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Subscriptions

If you have a subscription and wish to cancel, you must notify us at least 48 hours before your dispatch date. If you have received your subscription order but request a refund, you must first return your order before we can authorise a refund. Please email us to receive our return address.

Exchange Policy

Damage must be reported within 48 hours from delivery by contacting support@matchafuel.com with your order information and a photo showing the damaged item and package.

In cases where a physical product you have purchased is not delivered successfully, we will work with you and the shipping courier to determine the best course of action.

If items were lost by the shipping courier while in transit to you, we will process a claim with the shipping courier and we will gladly provide you with a replacement of the same product(s). In this case, please contact the shipping courier immediately to request their assistance and also email our Customer Care Team at support@matchafuel.com with your order information.

If items were lost or stolen after the shipping courier successfully delivered it to you, we are not responsible for replacing or refunding lost or stolen items. You assume liability and responsibility once packages that have been successfully delivered to your shipping address by the courier. In this case, please contact the shipping courier immediately to request their assistance and also email our Customer Care Team at support@matchafuel.com with your order information.