Refund policy

Last updated: 23 September 2026

Matcha is a consumable food product. Once a pouch leaves our hands we cannot verify how it has been stored or handled, and for food safety and hygiene reasons we cannot resell a returned pouch. Our policy is therefore deliberately narrow, and we want to be completely clear about it before you order.

The short version

  • If your pouch arrives broken, torn, punctured or with a broken seal, we will replace it.
  • Replacements are sent as products only. We do not issue cash refunds.
  • Claims must reach us within 3 calendar days of delivery, with photographs.
  • Email your claim to admincentre@nokocha.com.

1. What we cover

We will send a free replacement where:

  • the matcha pouch arrived physically damaged — split, torn, punctured, crushed, or with the seal broken;
  • the contents had spilled or leaked inside the parcel;
  • you received the wrong product or the wrong size;
  • an item listed on your invoice was missing from the parcel.

2. What we do not cover

We cannot accept claims for:

  • Change of mind — you no longer want the product, or ordered by mistake;
  • Taste or preference — matcha is an agricultural product and its colour, aroma and flavour vary naturally between harvests. Variation is not a defect;
  • Opened or partially used pouches, unless the pouch itself arrived damaged;
  • Damage occurring after delivery, including damage caused by improper storage, moisture, heat or handling in your care;
  • Matcha that has simply lost freshness over time after delivery. Our pouches carry no printed best before date; we recommend using them within 2 months of opening, and the claim window below applies from delivery;
  • Claims made more than 3 calendar days after delivery;
  • Products bought from anyone other than nokocha.com or an authorised NOKOCHA reseller.

3. Replacement only — no cash refunds

Approved claims are resolved by sending you a replacement of the same product, at no cost to you, including shipping. We do not refund cash, and we do not reverse payments, for claims under this policy.

Where the same product is out of stock, we will offer you a replacement of equal value from our range, or a store credit valid for 12 months. The choice is yours.

This does not affect your rights under the Consumer Protection Act 1999 and other Malaysian consumer legislation, which cannot be excluded by this policy. Where the law entitles you to a remedy we have not offered here, we will honour it.

4. How to make a claim

Please email admincentre@nokocha.com within 3 calendar days of delivery and attach:

  1. your order number;
  2. a photo of the damaged pouch;
  3. a photo of the outer parcel and shipping label;
  4. a photo showing all items you received.

Please use the subject line Damaged item — your order number so we can find your order quickly.

Please keep the pouch and all packaging until your claim is resolved — our courier may need to inspect them. Disposing of the packaging before we confirm may prevent us from approving the claim.

5. What happens next

  • We review every claim within 2 business days.
  • If approved, your replacement is dispatched within 2 business days of approval, and we send you the new tracking number.
  • If we cannot approve a claim, we will explain why.
  • In most cases you will not need to post anything back to us. If a return is required, we will arrange and pay for it.

6. Cancelling an order

If your order has not yet been dispatched, email admincentre@nokocha.com and we will cancel it and refund the full amount to your original payment method. Once an order has been dispatched it cannot be cancelled, and the rest of this policy applies.

7. Parcels lost or undelivered

If tracking shows no movement for 7 business days, or the parcel is marked delivered but you did not receive it, email admincentre@nokocha.com. We will open an investigation with the courier and send a replacement where the parcel is confirmed lost in transit.

Where a parcel is returned to us because the address was incomplete or incorrect, or because delivery was repeatedly refused or unclaimed, we will contact you to arrange redelivery. A redelivery charge may apply.

8. Contact

All claims and refund enquiries are handled by email.

Aspiring Venture Solutions Sdn Bhd
Company No. 202501056903 (1658309-D)
Suite 1202, Level 11 & 12, Menara Dungun
46, Jalan Dungun, Damansara Heights
50490 Kuala Lumpur, Malaysia
Email: admincentre@nokocha.com