At Matcha Kaori Latam, we are committed to the quality and satisfaction of our customers. Because these are food products, the following special conditions apply in accordance with Law No. 29571 – Consumer Protection and Defense Code of Peru. If you have any issues with your order, please do not hesitate to contact us through our official WhatsApp number: 986 066 056.
1. Conditions for Exchanges or Returns
- Exchanges or returns will only be accepted if the product:
- Has a manufacturing defect.
- Arrived damaged or different from what was ordered.
- Was damaged during transport.
The product must be:
- Completely sealed, with no signs of opening, use, or tampering.
- In its original packaging, exactly as it was delivered.
- With its receipt or order number.
For food safety reasons, returns of opened or tampered products are not accepted.
2. Deadline to Request an Exchange or Return
- The customer has up to 2 business days after receiving the product to submit the request.
- After this deadline, it will not be possible to process the request due to food safety and security reasons.
3. Procedure
- The request must be made through our official WhatsApp, within the stipulated timeframe, attaching:
- Clear images of the received product and a brief description of the reason for the request.
Order number or proof of purchase. - Our team will evaluate the request within a maximum of 3 business days and confirm the approval or rejection of the exchange or return.
- Clear images of the received product and a brief description of the reason for the request.
4. Refund or Compensation Methods
- If the return is approved, the refund or compensation will be issued according to the original payment method.
- No cash refunds are given.
- If preferred, or when a direct refund is not possible, a credit note for future purchases may be issued, valid for 90 calendar days.
5. Important
Matcha Kaori Latam reserves the right not to accept returns outside the established timeframe or when the product has been improperly handled.
6. Non-Refundable Items
For hygiene reasons, the following items cannot be returned:
- Any opened food products.
- Products showing signs of use or tampering.
- Items purchased on sale or clearance.
If you require further information or wish to inquire about your order, you can contact us through our official WhatsApp: 986 066 056.