Refund, Return & Cancellation Policy

Last Updated: 9 November 2026

1. Food Products – Return Policy

Due to food safety and hygiene requirements, we generally do not accept returns or exchanges for food products that have been opened, unsealed or used.

This includes:

• Matcha powders.
• Hojicha powders.
• Sakura, Ube, Strawberry and other speciality powders.
• Blue Spirulina and Dragon Fruit powders.
• Freeze-dried fruit powders and other edible products.

This restriction does not affect your legal rights where a product is defective, unsafe, damaged or incorrectly supplied.

2. Order Confirmation and Cancellation

Customers must carefully review their orders before confirmation, including product varieties, quantities, prices, delivery address and payment method.

Once an order has been confirmed by Ceylon Matcha through WhatsApp, telephone, email or another official communication channel, customers are expected to complete the purchase.

• Change-of-mind cancellations are generally not accepted after order confirmation.
• Customers cannot cancel simply because they no longer need the products or have changed their preferences.
• Changes to confirmed orders may not be possible once preparation, packing or dispatch arrangements have started.

This policy does not prevent cancellations or other remedies required by applicable law or exceptions agreed by Ceylon Matcha.

3. Damaged, Defective or Incorrect Products

If you receive a damaged, defective, unsafe, incorrect or incomplete order, please contact us as soon as reasonably possible.

Please provide:

• Your order number.
• Clear photographs or videos of the package and product.
• A description of the issue.

After reviewing your complaint, we may arrange an appropriate remedy, including replacement, resupply or refund where applicable.

4. Delivery Delays

We make reasonable efforts to dispatch and deliver orders within the estimated delivery timeframe. However, delays may occur due to circumstances beyond our control, including:

• Heavy rain, floods and adverse weather conditions.
• Road closures and transportation disruptions.
• Public holidays and seasonal delivery congestion.
• Government restrictions and public emergencies.
• Courier service disruptions and operational delays.

Delivery dates are estimates and are not guaranteed dates. We will make reasonable efforts to keep customers informed of significant delays and assist with delivery enquiries.

5. Cash on Delivery (COD) – Refused Orders

Customers selecting Cash on Delivery are expected to be available to receive and pay for their confirmed orders.

If a customer unjustifiably refuses a confirmed COD order or fails to accept delivery after reasonable delivery attempts for reasons attributable to the customer:

• The customer may be asked to reimburse the actual delivery and return-to-sender charges incurred.
• This may include the original delivery fee and the return delivery fee, amounting to two-way delivery charges.
• Repeated unjustified COD refusals may result in COD service being restricted for future orders.
• Advance payment may be required for future purchases where lawful.

Any applicable charges will be disclosed before order confirmation wherever possible and will reflect actual costs incurred.

These charges will not apply where non-delivery is caused by Ceylon Matcha or the courier, or where the customer has a legitimate reason, such as significant parcel damage or apparent tampering.

6. Wholesale and Bulk Orders

Wholesale, bulk and specially prepared orders may have separate quotations, minimum quantities and payment arrangements.

Once preparation or processing has commenced, cancellation or changes may not be possible, subject to applicable law and any specific written agreement.

7. Refund Processing

Where a refund is approved or legally required, it will generally be processed through the original payment method where possible. Processing times may vary depending on the bank or payment provider.

8. How to Contact Us

For refund, product or delivery enquiries, please contact:

Ceylon Matcha
Website: www.ceylonmatcha.com
WhatsApp: +94 76 555 1662

9. Policy Updates

We reserve the right to update this policy when necessary. The latest version will be published on our website.

Nothing in this policy is intended to limit consumer rights under applicable Sri Lankan law.