Refund policy

At Seriniti Matcha, your satisfaction is important to us. We take great care in delivering premium-quality products, and we want you to enjoy every part of your experience. Please review our refund policy below.

Matcha Products

Due to health and safety regulations, matcha products cannot be refunded or exchanged. Once purchased, these items are considered final sale, as they are classified as food products.

Other Products

If you are not completely satisfied with your purchase (excluding matcha products), you may request a refund or exchange within 7 days of receiving your order. To be eligible, items must be unused, unopened, and in their original packaging.

Refund Process

To request a refund or exchange, please contact us at info@serenitimatcha.com.au with your order number and a brief description of the issue.
We may request the return of the item for inspection. Once the item is received and approved, your refund or exchange will be processed promptly.

Damaged or Faulty Items

If your order arrives damaged or defective, please contact us within 7 days of receiving it. To process your claim, we’ll need clear photos of the damaged product, including the packaging and item itself.
Once the claim is verified, we will issue a replacement or full refund at no additional cost to you.

Shipping Costs

Shipping fees for returned items are non-refundable, and customers are responsible for return shipping costs, unless the item is faulty or damaged.

Sale Items

All sale items are final sale and cannot be refunded or exchanged, unless they arrive faulty or damaged.

If you have any questions or need help with your order, please contact our customer service team at info@serenitimatcha.com.au.

Thank you for choosing Seriniti Matcha — your moment of calm, delivered with care.