Shigatsu · Australia

Refunds & returns

How we handle change-of-mind requests, damaged orders and Australian Consumer Law remedies

Last updated: 25 October 2026

Pre-launch information: Shigatsu’s online checkout and subscription billing are not active. No order or recurring payment can currently be placed through this website. Shipping and seller contact details will be published before checkout opens.

Australian Consumer Law

Products sold in Australia come with consumer guarantees under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies a right or remedy that cannot lawfully be excluded.

If a product has a major failure, you may be entitled to choose a refund or replacement. For a minor failure, we will provide a remedy as required by law. You may also have rights to compensation where the law allows.

Change of mind

We do not offer refunds or exchanges simply because you changed your mind, chose the wrong product or no longer want it. Because matcha is a food product, we may not accept change-of-mind returns of opened or unsealed products. This does not affect your ACL rights if a product is faulty, unsafe, damaged, not as described or otherwise fails a consumer guarantee.

Damaged, incorrect or missing items

Please contact us as soon as reasonably possible after delivery with your order number and a description or photo of the issue. A request made promptly helps us investigate, but this request does not create a deadline that limits your rights under the ACL.

Please wait for return instructions before sending a product back. We will assess the issue and explain the available remedy. Responsibility for reasonable return or collection costs will be handled in accordance with the ACL.

Refunds

Where a refund is due, we will generally return it to the original payment method unless you agree otherwise. Processing times depend on the payment provider and your bank. Any shipping refund will be handled as required by law.

How to request help

Online sales are not open yet, and our customer service email and return address must be added before checkout is enabled. Once published, use the Contact & business details page to reach us. Do not send food back without first receiving instructions.

Official guidance: ACCC · Selling online ACCC · Consumer guarantees