Refund policy
Refund Policy
Thank you for shopping with Emerald Whisk. We value your satisfaction and have created this refund policy to ensure clarity regarding returns and refunds.
Return Eligibility
- Products may be returned within 14 days of the purchase date
- Items must be in their original condition and packaging
- Proof of purchase (receipt or order confirmation) is required for all returns
- Matcha preparation equipment must be unused and in original packaging
- Specialty matcha items with seals must have unbroken seals to qualify for a refund
Non-Returnable Items
- Digital products and gift cards
- Clearance or final sale items (marked as such at time of purchase)
- Products that have been used, assembled, or show signs of wear
Return Process
- Contact our customer service team at returns@emeraldwhisk.com
- Provide your order number, items to be returned, and reason for return
- Our team will provide return instructions and may issue a Return Authorisation Number
- Package your items securely with all original packaging and documentation
- Ship returns to: Emerald Whisk Returns, PO BOX 1556 Sunnybank Hills.
Refund Options
- Original payment method refunds (allow 7-10 business days for processing)
- Store credit (with 10% bonus value)
- Exchanges for equivalent products
Shipping Costs
- Standard return shipping costs are the responsibility of the customer
- Shipping costs for defective or incorrectly shipped items will be covered by Emerald Whisk
- Return shipping labels can be provided at a flat fee of $7.95
Damaged or Defective Items
If you receive damaged or defective merchandise:
- Contact us within 48 hours of delivery
- Provide photos of the damaged items and packaging
- We will arrange for replacement or full refund including shipping costs
Questions?
For additional information about our refund policy, please contact our customer service team at info@emeraldwhisk.co.
This refund policy is subject to change. Last updated: April 10, 2025