At Mua Cha, we are dedicated to providing you with the highest quality tea and a seamless shopping experience. We want you to be completely satisfied with your order, so if there is anything we can do to help, please don’t hesitate to reach out.

Shipping Information

We ship Australia-wide and internationally. All orders are carefully hand-packed and dispatched from Victoria, Australia.

Domestic Shipping (Australia)

• Orders over $99: Free Standard Shipping.

• Orders under $99: Flat rate of $9.90.

• Processing Time: Please allow 1–2 business days for your order to be processed and packed.

• Delivery Time: Once dispatched, you will receive a tracking number via email. Delivery typically takes 2–10 business days, depending on your area.

International Shipping

• Flat Rate: $25.00 AUD for Economy International Shipping.

• Customs & Duties: Please note that international customers are responsible for any customs duties, taxes, or additional fees incurred upon arrival in the destination country.

Returns & Exchanges

Change of Mind

We accept returns on unopened and unused items within 14 days of delivery. To be eligible for a return, the product must be in its original, sealed packaging and in the same condition that you received it.

• Return Costs: Return shipping costs for "change of mind" are the responsibility of the customer.

• Process: To initiate a return, please contact us at admin@muacha.com.au with your order number.

• Shipping Safety: We strongly recommend using registered post and insuring your parcel. Mua Cha is not responsible for items lost, stolen, or damaged during return transit.

Important: Our Quality & Hygiene Standard

To maintain our uncompromising standards for hygiene, safety, and product integrity, we do not offer returns or refunds once a product has been opened or if the packaging no longer looks the same as the original packaging.

Why we have this policy: Our matcha is a first-harvest, organic premium powder. As a delicate agricultural product, it is highly sensitive to environmental variables such as temperature, humidity, and light. Once the seal is broken, the powder begins to oxidize and can be easily compromised by external factors.

By enforcing this policy, we guarantee that every customer receives a product that is:

• Fresh and Untampered: Ensuring the vibrant color and nutritional profile are preserved.

• Safe and Hygienic: Meeting strict food safety standards that cannot be guaranteed once a product has left our controlled environment and been opened.

• Premium Quality: Ensuring you receive the exact high-grade craftsmanship our farmers intended.

Damage & Issues

We hope you receive your order in perfect condition. In the unlikely event that you receive a defective or damaged item, or if you receive the wrong product, please reach out to us at admin@muacha.com.au within 48 hours of delivery so that we can resolve the issue for you as quickly as possible.

To help us assess the problem, please provide the following information:

• Details of the issue with the product.

• A photo of the shipping container with the shipping label visible.

• A photo of the internal packaging, such as wrapping or bubble wrap.

Please note: Because matcha is sensitive to heat and light, we kindly ask that you follow the care instructions carefully. Mua Cha cannot accept responsibility for damage or degradation caused by misuse or improper storage.

Refunds

Once your return is received and assessed, we will notify you of its approval or rejection within 1–3 business days.

• Approved Refunds: If approved, your refund will be issued to your original payment method, minus original shipping costs.

• Timing: Please allow 5–7 business days for your bank or financial institution to finalize the refund.

We’ll make sure to keep you informed every step of the way. If you have any questions or concerns, please contact us at admin@muacha.com.au.