Refund policy

At Carnival Matcha, we want you to love every sip and every product. Please read our return and refund guidelines to understand your options.

Perishable Products

Includes all matcha, packaged food, drinks, baked goods, and fresh items:

  • We cannot accept returns, exchanges, or refunds on perishable items once they leave our store or are delivered.

Non-Food / Non-Drink Items

For other products (merch, accessories, non-edible goods), returns, exchanges, or refunds are accepted under these conditions:

  • Items must be unused, in original packaging, with proof of purchase (receipt).

  • Returns accepted if the product was damaged, defective, or recalled.

  • Items returned due to change of mind or damaged packaging after leaving our premises are not eligible.

Timeframe:

  • You have 7 days from receiving your item to request a return for non-food/non-drink products.

How to Return:

  1. Contact us at hello@carnivalmatcha.co.nz to request approval.

  2. Approved returns should be sent to:

Carnival Matcha Returns
70 Riccarton Road
Riccarton, Christchurch, New Zealand
Items sent back without prior approval will not be accepted.

 

Damaged or Incorrect Items

  • Check your order upon delivery.

  • If an item is damaged, defective, or incorrect, contact us immediately so we can resolve it quickly.

Non-Returnable Items

  • Perishable goods (matcha powder, food or drinks)

  • Open packaging or damaged merch.

  • Custom or personalized items

  • On Sale items 

If you’re unsure whether your item can be returned, reach out at hello@carnivalmatcha.co.nz

Exchanges

  • To exchange an eligible item, return it first (if approved), then place a new order.

Refunds

  • Once your return is received and inspected, we’ll notify you of approval.

  • Approved refunds will be processed to your original payment method within 10 business days.

  • If more than 15 business days have passed since approval, contact us at hello@carnivalmatcha.co.nz