Returns and Exchange Policy

At Bian Matcha, we place great importance on the quality of our products and customer satisfaction. This returns and exchange policy complies with applicable laws in Quebec and Canada, particularly the Consumer Protection Act (CPA).

In accordance with Quebec law, no merchant is obliged to accept returns or exchanges, except in cases of defect, hidden flaw, or non-conformity.
However, Bian Matcha voluntarily offers a return and exchange policy under the conditions described below.

Bian Matcha offers a satisfaction guarantee on its matchas. If you are not satisfied with your product, you may return it under the following conditions:

The request is submitted within 14 days of receipt of the order.
No more than 5 grams have been used from the product. The initial weight of the matcha (without the tin) is shown on the label.
The tin or pouch is in its original packaging, not transferred to another container.
You provide the order number, a photo of the tin or pouch, and the specific reason for the return.
This guarantee is limited to one use per customer (lifetime).
Upon receipt, each product is weighed, inspected and tested to confirm it is genuinely Bian Matcha. Any doubtful or non-compliant return will be refused.

Costs and refund options

Return shipping costs are the responsibility of the customer.
Initial shipping costs are non-refundable.
Two options:
- Refund to the original payment method (amount of the returned product).
- Store credit 10%: amount of the returned product plus 10%, issued as a unique promo code valid 3 months on bianmatcha.ca.

Procedure

Fill in the return request form at the bottom of this page.
You will receive a confirmation and the return address by email within 24 to 48 hours.
Once the package is received and inspected, the refund or credit is issued within 5 to 10 business days.

This guarantee applies only to matcha. See the “Accessories” section for other products.

A replacement or refund may be offered only if:
- the product received is defective upon receipt,
- the product is damaged during shipping,
- or an error occurred in the order (incorrect product).
In these cases, the request must be made within 7 days of receipt, with photo proof.

Accessories may be returned or exchanged under the following conditions:

The request is made within 30 days of receipt.
The product is new, unused, unwashed, and in its original packaging.
The product is in perfect, clean, and resalable condition.

Before any return, the customer must request authorization from Bian Matcha, either:

by filling in the return request form at the bottom of this page (recommended), or
by email at [email protected].

Indicating:

the order number,
the product concerned,
the reason for the return or exchange,
photos of the product (and of the tin or pouch if returning matcha).

Any return made without prior authorization may be refused.

Return shipping costs are the responsibility of the customer, except in cases of our error or a defective product.

Initial shipping costs are non-refundable.

If a refund is approved:

Processing time is generally 5 to 10 business days after receipt and inspection of the returned product.

It will be issued to the original payment method.

Regardless of this policy, all products sold by Bian Matcha are covered by the legal guarantees provided by law, including:

the product must be fit for the purpose for which it is ordinarily intended,
it must be free from hidden defects.

These guarantees apply even after the expiration of any commercial policy.

For any questions regarding this policy, please contact us:

Bian Matcha
[email protected]

Or use our contact form: Click here

Return Request Form

Before filling out this form, please carefully read the conditions of the Satisfaction Guarantee on Matcha above. Any incomplete request or one that does not meet the conditions will be refused.