Cancellation policy

At Carnival Matcha, we want your experience to be smooth, flexible, and fun. Below is a guide on how you can manage, change, or cancel your orders, subscriptions, and pre-orders.

 

1. Subscriptions

Our subscriptions let you receive repeat deliveries of your favourite matcha and merch on your chosen schedule. Payments are securely stored and charged per delivery unless prepayment is selected.


Changes or Cancellations:

  • Let us know at least 48 hours before your next scheduled delivery to make changes or cancel.

  • Requests after the cutoff may not apply to the upcoming delivery, and you may be charged for that cycle.

  • Manage your subscription via your confirmation email or by contacting our team.

  • Cancellations take effect immediately for future deliveries; no further charges will apply.

 

2. Pre-Orders

Pre-orders are available for upcoming or out-of-stock items. We may take a partial deposit or hold payment until the item is ready for delivery or collection.


Cancellation of Pre-Orders:

  • Cancel any pre-order before it’s fulfilled and dispatched.

  • Once the order is fulfilled, cancellations aren’t accepted, but you may request a refund if the item is faulty or doesn’t meet expectations (see our Return & Refund Policy).

 

3. Standard Orders

  • You can modify or cancel standard purchases before processing for delivery or pickup.

  • Changes made after the cutoff may incur a handling fee.

  • Cancellations within 24 hours of delivery/collection may incur a $10 processing fee.

 

4. Refunds & Returns

  • We comply with New Zealand’s Consumer Guarantees Act (CGA).

  • If a product doesn’t meet acceptable standards, you may be entitled to repair, replacement, or refund.

  • Non-perishable items: 7-day return window if in original, unused condition.

  • Perishable items (matcha, baked goods, drinks): cannot be returned unless faulty or expired at purchase.

 

5. Contact Us

For any cancellations, changes, or questions, reach out to us:

Email: hello@carnivalmatcha.co.nz

Address: 70 Riccarton Road, Riccarton, Christchurch, New Zealand