Refund Policy

If something’s off, we’ll whisk it right

Effective date: 14 February 2026

Qing Wu Tea Pte Ltd (UEN: 202601218R) (“Qing Wu”, “we”, “us”) takes quality seriously. If something arrives wrong or compromised, we’ll make it right—fast.

1) Food Safety & Hygiene

Because matcha is a consumable food product, we do not accept returns or exchanges once an order has been delivered. This includes change-of-mind requests. This policy helps us protect hygiene, food safety, and product integrity for all customers.

2) Damaged, Defective, Wrong, or Missing Items

If your order arrives damaged, defective, incorrect, or missing, please contact us within 48 hours of delivery, and we will resolve it promptly.

Please include:

  • Order number
  • Clear photos/videos of the item(s) and outer packaging (including shipping label)
  • A short description of the issue

Resolution options (depending on the situation and stock availability):

  • A replacement shipment at no cost, or
  • A refund (full or partial, where appropriate)

3) Not Eligible for Refund/Return

We are unable to offer refunds/returns for:

  • Change-of-mind (e.g., ordered by mistake, preference changes, found another brand)
  • Items that have been opened, used, or are not in their original condition
  • Items affected by improper storage after delivery (e.g., exposure to heat, moisture, or strong odors)
  • Final sale/clearance items (where stated at point of purchase)
  • Gifts or free samples (unless damaged in transit)

4) Refund Processing

Once approved:

  • Refunds are issued to the original payment method
  • Processing may take 5–10 business days, depending on your bank/card provider

Shipping fees

  • Original shipping fees are non-refundable, unless the issue is due to our error (e.g., wrong, damaged, or defective items).

5) Café / Wholesale Orders

For café/wholesale orders, we handle issues promptly, but resolutions may differ due to batch sizes and logistics. Please contact us within 48 hours of receipt with photos/videos so we can assist.

6) Contact Us

Qing Wu Tea Pte Ltd (UEN: 202601218R)
Email: matcha@qingwu.sg
(Please include your order number in the subject line for faster support.)

By using our Site or providing your personal data, you agree to the practices described here.

7) Updates

We may update this Refund Policy from time to time to reflect changes to our practices or legal requirements. The latest version will always be posted on our Site, with the effective date shown at the top.