Refund policy

Wholesale & B2B Refund Policy
Due to the perishable nature of premium Japanese green tea powder and food-grade items, we do not accept returns or offer refunds for change of mind once a wholesale order has been processed and dispatched.

Damaged or Incorrect Shipments:
We take great care in packaging our orders for local Melbourne transit. However, if your shipment arrives damaged, or there is a discrepancy with your delivery, please notify us within 48 hours of receiving the goods.

To lodge a claim, please email us directly with:
Your business name and invoice number.
Clear photos of the damaged packaging or incorrect items.

Approved claims for damaged stock will be issued a credit note or a replacement shipment sent out immediately via local courier at no extra charge.

Shortages and Delivery Discrepancies:
Please count your stock immediately upon arrival. Any claims for missing tins or bags must be reported within 24 hours of courier delivery. Claims made after this window will not be accepted.

Temperature & Storage Responsibility:
Matcha is highly sensitive to light, oxygen, and heat. Once a delivery is signed for at your venue, the customer assumes full responsibility for proper storage. We cannot issue refunds or replacements for matcha that has oxidized, lost its vibrant green colour, or degraded due to being stored near hot espresso machines, under direct sunlight, or in unsealed containers.

Order Cancellations:
Once a wholesale invoice has been paid or a recurring delivery has been processed for dispatch, the order cannot be cancelled or altered.

Product Safety & Food Recalls:
As an importer and distributor of premium foodstuffs, we strictly adhere to Australian food safety regulations. In the highly unlikely event that Matchaya Singapore or Food Standards Australia New Zealand (FSANZ) issues a product safety recall for a specific batch number or expiry date: 

• We will immediately notify your venue via the contact email and phone number provided on your account.
• We will provide clear, written instructions on how to isolate and return the affected stock.
• A full credit, refund, or replacement of the affected inventory will be issued to your account immediately upon verification.

You can always contact us for any return question at orders@sisterbrucecoffee.com.au.