Returns & Exchange
Every batch is sourced, sampled, and stone-ground specifically for the people who claimed it in that window. Once your matcha ships, we're unable to accept returns or exchanges on it.
That's not us avoiding responsibility, it's the same reason the matcha is fresh in the first place. We don't keep inventory sitting around, which means we can't take it back and resell it to someone else.
If your order arrives damaged, incorrect, or something genuinely went wrong, email drink@heirmatcha.com within 24 hours of delivery and we'll make it right. Non-matcha items sold stand alone outside of kits, THE HEIR CAP and THE HEIR CHASEN COLLAR, are eligible for return within three days if unused and in original condition.
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Return Eligibility
Matcha and Kits are NOT eligible for return or cancellation once an order has been placed.
Exchange Policy
We do not offer exchanges.
Non-Returnable Items
The following items are not eligible for returns or exchanges:
Final sale products
Gift cards
Limited edition releases
Customized or personalized items
Products damaged after delivery
Matcha and Kits containingg Matcha
Please check product descriptions carefully before placing your order.
Return Process
To start a return request for eligible items:
Contact our support team with your order number
Wait for return approval and shipping instructions
Pack the item securely in its original packaging
Ship the package using the provided return details
Customers are responsible for return shipping costs unless the item received was incorrect or damaged.
Please check eligible items in our return policy.
Return Window & Fees
The table below outlines our general return eligibility, processing timelines, and applicable fees.
Return Type | Return Window | Return Shipping Fee | Refund Method |
|---|---|---|---|
Standard Return | Within 3 Days | Customer Pays | Original Payment Method |
Damaged or Incorrect Item | Within 24 Hours of Delivery | Free | Refund or Replacement |
Final Sale Items, Matcha, or Matcha Kits | Not Eligible | — | — |
All returned items must be unworn, unused, and sent back in original packaging with tags included. Returns that do not meet these requirements may be rejected after inspection.
Refunds
Once your return has been received and inspected, refunds are processed to the original payment method.
Please allow 5–10 business days for the refund to appear in your account depending on your payment provider.
Original shipping charges are non-refundable.
Damaged or Incorrect Orders
If you receive a damaged, defective, or incorrect item, please contact us within 24 hours of delivery.
Include:
Your order number
Clear photos of the issue
A brief description of the problem
Our support team will work to resolve the issue as quickly as possible.
Need Help?
If you have questions regarding returns, exchanges, or refund status, please contact our support team for assistance.