At Matchllo, we want every order to arrive in the condition and quality expected. If there is an issue with your order, the following policy applies without prejudice to consumer rights under applicable laws and regulations in the Kingdom of Saudi Arabia.
Matcha and Food Products
Due to the nature of food products and for quality and safety reasons, opened or used food products cannot be returned or exchanged unless the product is defective, damaged, or incorrect, without prejudice to any rights granted to consumers under applicable law.
If your product arrives damaged or defective, or you receive an incorrect item, please contact us as soon as possible with your order number and clear photos of the product and packaging so we can review the issue.
Matcha Tools and Accessories
Unused tools and accessories may be returned within 7 days of receiving the order, provided they remain in their original condition, have not been used, and, where possible, remain in their original packaging and have not been damaged after delivery.
Defective, Damaged, or Incorrect Items
If an item is defective, damaged upon arrival, or different from the item ordered, Matchllo will handle the matter in accordance with applicable law. Depending on the circumstances, this may include replacement or a refund.
Refunds
Once a refund is approved, the amount will be returned to the original payment method used for the purchase. The time required for the refund to appear may vary depending on the customer’s bank or payment provider.
Return Shipping Costs
Where a return results from an error by Matchllo or an item that was defective or damaged upon delivery, Matchllo will cover applicable return shipping costs.
For other eligible returns, return shipping costs may be borne by the customer where permitted by applicable law.
Order Cancellation
Customers may request cancellation before an order has been shipped by contacting us as soon as possible. If the order has already been shipped, the return conditions outlined in this policy will apply.
Delivery Delays
If fulfillment or delivery is delayed beyond the period prescribed by applicable law, customers may exercise their statutory rights to cancel the order and receive a refund.
To request a return or refund:Email: Matchello.sa@gmail.comWhatsApp only: +966 55 987 6437
Please include your order number, reason for the request, and product photos where applicable to help us process your request.
Last updated: September 2026