Returns & Refunds Policy
At Cha Haus, we take great care in preparing, packing and delivering our products to ensure they arrive in the best possible condition.
1. Change of Mind
We do not accept returns, exchanges or refunds for change-of-mind purchases, including incorrect product selections or orders placed by mistake.
This applies to all products, including matcha, Japanese tea, chocolates, tea accessories and other merchandise.
2. Damaged, Incorrect or Faulty Products
If your order arrives damaged, incorrect or faulty, please contact us at info@chahaus.com, preferably within 10 days of receiving your order.
To help us resolve the issue efficiently, please provide:
- Your order number
- A brief description of the issue
- Clear photos of the affected product and packaging
We will review your request and provide an appropriate remedy in accordance with Australian Consumer Law. Depending on the circumstances, this may include a replacement, refund or other applicable remedy.
Please do not return any products without contacting us first.
3. Returns and Return Shipping
If a return is required, we will provide instructions after reviewing your request.
Please do not send any items back without prior confirmation from our team.
Where a product fails to meet applicable consumer guarantees, reasonable return shipping costs will be covered or reimbursed as required by Australian Consumer Law.
