Return policy

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At Mouchiie, we stand behind the quality of our products. Because matcha is a food product, our policy for matcha is different from our policy for preparation tools. Please review the details below.

 

Our Policy at a Glance

 

Matcha is final sale. Whisks and holders can be returned within 30 days of delivery if unopened and in original packaging. Damaged, defective or incorrect items reported within 7 days of delivery are replaced or refunded once our team confirms the issue.

 

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Matcha (Final Sale)

 

For food safety and quality reasons, we can't accept returns of matcha once an order has shipped, whether opened or unopened.

 

  • All matcha sales are final.
  • Returns and refunds are not available for a change of mind or flavor preference.
  • If your matcha arrives damaged, defective or incorrect, please see Damaged, Defective or Incorrect Items below.

 

We care about every tin and will always work with you to make things right when there is a genuine problem with your order.

 

 

Bamboo Matcha Whisk

 

• Whisks may be returned within 30 days of delivery if unopened, unused and in original packaging.

• Opened or used whisks are not eligible for return.

• If your whisk arrives damaged, defective or incorrect, please contact us within 7 days of delivery.

 

Due to hygiene and food preparation standards, used toolscannot be resold and therefore cannot be returned.

 

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Ceramic Whisk Holder

 

  • Holders may be returned within 30 days of delivery if unopened, unused and in original packaging.
  • Opened or used holders are not eligible for return.
  • If your holder arrives damaged, defective or incorrect, please contact us within 7 days of delivery.

 

Damaged, Defective or Incorrect Items

 

If your order arrives damaged, defective or incorrect:

 

  • Email info@mouchiie.com within 7 days of delivery.
  • Include your order number and clear photos of the item, its packaging and the shipping label.
  • Our team will review every claim. Once we confirm the issue is valid, we will send a replacement or issue a refund. We may ask for more information, or for the item to be returned, before a claim is approved.

 

Return Shipping

 

For approved returns of unopened whisks and holders:

 

  • Customers are responsible for return shipping costs.
  • Original shipping charges are non-refundable.

 

Non-Returnable Items

 

  • All matcha products, opened or unopened
  • Opened or used whisks and holders
  • Clearance or final sale items

 

How to Initiate a Return

 

To request a return or report a problem, contact us at:

 

info@mouchiie.com

 

Include:

  • Your order number
  • The item(s) in question
  • The reason for your request, with photos for damaged, defective or incorrect items

 

Returns sent without prior approval may not be accepted.

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