Terms of Service
1. Introduction
Welcome to Matchabros. These Terms of Service govern your use of our website and purchase of our premium matcha products. By accessing or using our services, you agree to be bound by these terms in full. If you disagree with any part of these terms, please do not use our website.
2. Use of Website
Users must use this site in accordance with applicable laws and regulations. You are prohibited from using this website in any way that causes damage to the website or impairs the accessibility of the site. Any unauthorized use of intellectual property found on this site is strictly forbidden.
3. Product Purchases
All orders placed through our store are subject to product availability and acceptance by Matchabros. We reserve the right to refuse or cancel any order. Prices for our products are subject to change without notice. We strive to provide accurate product descriptions and images but do not warrant that they are error-free.
4. Liability Limitation
To the maximum extent permitted by law, Matchabros shall not be liable for any indirect, incidental, or consequential damages resulting from the use of our website or products. Our total liability shall not exceed the amount paid by you for the specific product or service in question.
Shipping Policy
Shipping Address
We will only ship to the billing or shipping address provided at the time of purchase. Please ensure that all address details are accurate and that a reachable phone number is included when placing your order.
We do not ship to P.O. Boxes and require a valid physical shipping address for delivery.
We are not responsible for orders returned due to incorrect or incomplete addresses provided by the customer.
Any re-delivery requests will incur additional shipping charges, which will be communicated upon request before a second delivery attempt.
When will I receive my parcel?
All orders are shipped within 2 business days excluding weekends.
(Office Hours: Monday – Friday, 9.00am – 5.30pm)
Peninsular Malaysia: 2 – 3 business days
Sabah & Sarawak: 4 – 5 business days
International Orders: 7 – 14 business days
Note: Delivery may take longer than the information stated above depending on the courier service.
Will I receive a tracking number for my order?
If a tracking number is provided by the shipping carrier, we will update your order with the tracking information via email or mobile. Once goods is picked up by our shipping partner, the tracking ID for the package will be available.
If you have not received your tracking number within 48 hours, please check your email spam folder.
I did not receive all the items that I ordered. What should I do?
If you are missing any item(s) in your parcel and have not been notified about this, please email to matchabros168@gmail.com or via the Get in Touch form in the website and we will assist you as soon as possible.
Return & Refund Policy
At MatchaBros, we are committed to delivering high-quality matcha products. Due to the nature of our products, we maintain strict quality and safety standards.
1. Returns & Refund Eligibility
We only accept returns or offer refunds under the following conditions:
The item received is damaged, defective, or incorrect
The request is made within 48 hours of receiving the order
Proof of purchase and supporting photos are provided
2. Non-Refundable Items
Due to food safety and hygiene reasons, we do not accept returns or refunds for:
Opened or used products
Change of mind
Taste preference or personal dislike
3. Refund Process
Once your request is reviewed and approved:
Refunds will be issued to the original payment method within 7–14 business days
Alternatively, we may offer a replacement, depending on the situation
4. Damaged or Incorrect Orders
If your order arrives damaged or incorrect, please contact us within 48 hours with clear photos of:
The product
Packaging
Shipping label
We will resolve the issue promptly with a replacement or refund.
5. Shipping Fees
Shipping fees are non-refundable unless the error is on our part.
6. Contact Us
For any refund or return inquiries, please contact us at matchabros168@gmail.com or via the Get in touch form in the website.