At ki’en Matcha Club we take great care to deliver the highest quality matcha and tea products to you. Every item is carefully checked, packed, and shipped to ensure it reaches you in perfect condition.

Since our products are food-grade items, we follow strict hygiene standards - and hence, we have specific guidelines for returns, refunds, and cancellations outlined below.

1. Returns & Exchanges

Due to the perishable nature of our products, we do not accept returns or exchanges once the product has been opened, used, or the packaging seal is broken.

However, we will replace or refund your order if:

• You receive a damaged product,
• You receive the wrong item, or
• The product is expired or defective at the time of delivery.

To request a replacement or refund, please contact us within 48 hours of delivery with clear photographs of:

1. The outer packaging,
2. The damaged or incorrect item, and
3. The invoice or order number.

Email us at contact@kienmatchaclub.in with these details. Our support team will review your request and respond within 2–3 business days.

2. Shipping and Delivery

We currently deliver across India. Delivery timelines vary by location and will be mentioned during checkout. Once an order is shipped, you will receive tracking details via email or SMS. kien is not responsible for delays caused by courier services, incorrect addresses, or unforeseen circumstances.
Estimated Delivery time between 3-4 days after shipping

3. Refund Process

If your refund is approved:

• The amount will be credited to your original mode of payment within 7–10 business days.
• For prepaid orders, refunds are processed directly to your card, bank account, or wallet used for payment.
• For COD orders, our team will contact you to obtain refund details (UPI or bank account).

Please note: We reserve the right to deny a refund or replacement if the product is used, tampered with, or returned beyond the 48-hour window.

4. Cancellations

• Orders can be cancelled only before they are shipped.
• Once your order has been dispatched, it cannot be cancelled or modified.
• To cancel an order, please write to us at contact@kienmatchaclub.in with your order number as soon as possible.

If approved, refunds for cancelled orders will be processed within 5–7 business days.

5. Incorrect Address or Delivery Attempt Failure

If a parcel is undelivered due to an incorrect address, incomplete contact information, or failure to receive the delivery, the package will be returned to us.

In such cases:

• Reshipping can be arranged at an additional shipping charge.
• Refunds will not be issued for non-delivery due to incorrect information provided by the customer.

6. Damaged or Missing Packages

If your order arrives visibly damaged, please do not accept the package and contact us immediately with images.

If an item is missing, notify us within 48 hours of delivery so we can verify with our shipping partners.

7. Policy Updates

ki'en Matcha reserves the right to modify or update this Return, Refund & Cancellation Policy at any time. Changes will be posted on this page with a revised “Last Updated” date.