We hope that you will be delighted with your MATCHADŌ purchase. In the case where you are experiencing any issues or concerns, please email us at care@matchadotea.com, and we'll sort it all out ASAP!

Damaged or Faulty Product

If you’ve opened your MATCHADŌ parcel with great joy and excitement only to find a faulty or damaged product, email us within 7 days at care@matchadotea.com with your order details and some photos of the damage caused. We'll then organise either a refund or replacement (and a thousand apologies).

Change of Mind

If you’ve purchased Matchado goodies and have changed your mind once you received them, things can be a little trickier. In this case, we can only accept returns for unopened and unused products within 7 days of purchasing. Return shipping will also be at the cost of the customer, and you will assume all risk for lost, stolen or damaged goods during transit. Email the team at care@matchadotea.com to check that you will qualify for a refund before sending it back.

Adverse Reactions

In the (hopefully) unlikely but absolutely terrible event that one of our products has caused a reaction on your skin, please email us at care@matchadotea.com right away with your order details so we can investigate further. Our team will then advise on the next steps from there. 

Still not quite clear on what to do? Not to worry, our Customer Service extraordinaires will be happy to help. Email care@matchadotea.com with any questions you may have.

 

 

CONSUMER GUARANTEES

Our products come with consumer guarantees found in the Australian Consumer Law, which cannot be excluded, including guarantees that the products will be of acceptable quality. The consumer guarantees are not affected by our change of mind policy above.

In the unlikely event that you receive products from us that do not comply with the consumer guarantees, we will provide you with a refund or exchange based on the following:

• If we consider that the product has a major failure under the Australian Consumer Law (eg. the product is unsafe, does not fit the description or is not fit for purpose), you can return it and receive your choice of a refund or an exchange, and compensation for any other reasonably foreseeable loss or damage.
• If we consider that the product has a minor failure under the Australian Consumer Law (eg. the product's packaging is cracked but does not affect the safety or use of the product), we will provide you with our choice of a refund or exchange.

Where a product is damaged through misuse, accident or abnormal use, the Australian Consumer Law or any manufacturer’s warranty may not apply, and MATCHADO may choose not to provide a refund, exchange or repair (if applicable).

MATCHADO will require proof of purchase before providing a remedy under the Australian Consumer Law.

Consumer guarantees cannot be excluded or limited and are in addition to any manufacturer’s warranties or extended warranties purchased by, or given to, you.