Returns and Exchange Policy

At Wave 3 Matcha, we strive to provide exceptional service and high-quality products. Below are our updated return and exchange policies to ensure clarity and fairness for all our customers

General Returns and Exchanges

If you would like to return or exchange your purchase, please contact us at hello@wave3matcha.com within 7 days of receipt. Products must be unopened, unused, and in their original packaging to be eligible for a return or exchange. Customers are responsible for return shipping costs. Once our team reviews your return, we will notify you of the outcome. If approved, we will issue a refund in the form of store credit or facilitate an exchange.

Note: Due to food safety regulations, we are unable to accept returns on tea or other food items.

My Order Arrived Damaged or Defective

If your product arrived damaged or defective, please contact us at hello@wave3matcha.com within 48 hours of delivery. Include photos of the damage or defect in your email. Upon assessment, if the item qualifies as damaged or defective, we will offer a refund, store credit, or a replacement.

My Order is Wrong

We do our best to ensure quality and accuracy. If your order differs from your order receipt, please contact us at hello@wave3matcha.com within 48 hours of delivery. We will review your claim and, if necessary, provide a return shipping label. Upon receiving the incorrect item, we will promptly send you the correct product at no additional cost.

My Order is Delayed or Lost 

We understand that shipping mishaps can happen. If your order appears to be lost or delayed:

  • Contact us at hello@wave3matcha.com with your order number and tracking details.
  • We will open an investigation with the carrier to locate your package. Once carrier completes the investigation, we will either
    • Issue a refund for the lost items
    • Send a replacement order at no additional cost

Note: Refunds for lost shipments will not be processed until the carrier completes its investigation.

*The term “defective” is to be confirmed by Wave 3, and is defined as: 

Food item: unfit for safe consumption, due to its age, contamination, or packaging damages. All teas should arrive sealed to protect the quality and safety of your tea. If the seal is broken, the tea is not safe for consumption.

Non-food item: unfit for use, due to any visible damages, including breaks, tears, or contamination of any sort.