Refund Policy
At Kiko Matcha, we strive to ensure that all our products are delivered in pristine condition. Due to the perishable nature of food products, including matcha powder and tea leaves, we have a strict policy regarding returns and refunds.
Eligibility for Refunds
Refunds are strictly limited to instances where a customer has received a faulty or damaged product.
We do not offer refunds, exchanges, or returns for change of mind, incorrect items ordered by the customer, or subjective taste preferences. A product is considered "faulty" if it is contaminated, its packaging is severely compromised resulting in product degradation upon arrival, or it is past its expiration date at the time of delivery.
Hygiene and Food Safety Clause
Due to strict food safety, health, and hygiene regulations, food items (including sealed or opened matcha products) cannot be returned or refunded once delivered, except in cases where the product is proven to be faulty or damaged upon arrival.
How to Request a Refund
If you believe you have received a faulty product, you must initiate a refund request by contacting our Customer Service team via email. Claims must be made within 7 days of receiving your order.
To submit a claim, please send an email to contact@ffg.my including the following information:
- Your Order Number
- Clear photographs of the faulty product and the packaging
- A brief description of the issue
Our Customer Service team will review your email and respond within 2–3 business days. Do not send the product back to us until you have received confirmation and instructions from our team.
Return Address & Shipping
If our team requests that you return the faulty item for further inspection, please send it to our official business address:
Kiko Matcha (Returns)
G-2-11, Jalan PJU 1A/3,
Taipan Damansara 2, Ara Damansara,
47301 Petaling Jaya,
Selangor, Malaysia
Processing Your Refund
Once your returned item is received and inspected (if requested), or once your photographic evidence is approved, we will send you an email to notify you of the approval or rejection of your refund.
If approved, your refund depending on your payment method will be processed as follows:
- Credit Card / Original Payment: A credit will automatically be applied to your credit card or original method of payment within a certain amount of days, depending on your card issuer's policies.
- Online Bank Transfer: Refunds will be credited back into your bank account within 14 days.
Original shipping and handling fees paid on your initial order are non-refundable.