Refund policy

RETURN AND REFUND POLICY

We want you to love your Whiskway purchase. If something isn’t quite right, we’re here to help and you can request a return following the guidelines below.

RETURNS

We accept return requests within 30 days of your order being delivered.

To be eligible for a return, your item should be:

• Unused and in the same condition you received it
• Free from stains, odors, damage, or any signs of use
• Returned with all original tags, inserts, accessories, and packaging
• Accompanied by your proof of purchase or Whiskway order number

We may need to reduce or deny a refund if an item is returned used, damaged, incomplete, or not in a condition that can be resold.

STARTING A RETURN

To start a return, just email us at hello@whiskwaymatcha.com with:

• Your full name
• Your order number
• The item you’d like to return
• A quick note on why you’re returning it

Please don’t send anything back before reaching out first. If your return is approved, we’ll send you simple return instructions and the correct return address.

Once approved, please ship your item back within 7 days. Items sent without an approved return request may not be accepted.

RETURN SHIPPING

For standard returns, including returns due to preference or a change of mind, the customer is responsible for return shipping costs.

We recommend using a trackable shipping service and keeping your shipping receipt. Whiskway is not responsible for returned packages that are lost, damaged, or misdirected in transit.

If your item arrived incorrect, damaged, or defective, we’ll cover reasonable return shipping costs when a return is needed.

Original shipping charges are nonrefundable unless the return is due to an error by Whiskway or the item arrived damaged or defective.

DAMAGED, DEFECTIVE, OR INCORRECT ORDERS

Please check your order as soon as it arrives. If something is wrong, email us at hello@whiskwaymatcha.com within 7 days of delivery.

Include your order number, a description of the issue, and clear photos of the item and packaging.

We’ll take a look and work with you to find the best solution, whether that’s a replacement, refund, or another resolution.

Please hold onto the item and packaging until we’ve reviewed your case. Small variations in color, texture, or appearance due to lighting, materials, or screen differences are not considered defects.

NONRETURNABLE ITEMS

The following items cannot be returned:

• Items showing signs of use, stains, odors, misuse, or customer-caused damage
• Items missing original components or packaging
• Gift cards
• Items specifically identified as final sale before purchase

Please contact us if you are unsure whether your item is eligible for return.

EXCHANGES

We don’t offer direct exchanges at this time. If you’d like something different, you can return your item (if eligible) and place a new order whenever you’re ready.

REFUNDS

We will notify you after your return has been received and inspected.

If approved, your refund will be sent back to your original payment method. Please allow up to 10 business days for processing after approval. Your bank or card provider may need additional time to post it.

If it’s been more than 15 business days since your refund was approved and you haven’t received it, please contact us at hello@whiskwaymatcha.com.

We’re only able to issue refunds to the original payment method used at checkout.

 

RETURN-TO-SENDER AND UNDELIVERABLE ORDERS

If an order is returned to us due to an incorrect or incomplete address, refusal of delivery, or failure to claim the package, we may deduct original shipping costs and any carrier fees from your refund.

THIRD-PARTY MARKETPLACE PURCHASES

This policy applies to purchases made directly through whiskwaymatcha.com.

Purchases made through TikTok Shop or another third-party marketplace must be returned through that marketplace and are subject to its applicable return and refund procedures. Where a marketplace’s mandatory rules differ from this policy, the marketplace’s rules will apply to purchases made through that platform.

 

CONTACT US

If you have any questions about returns or refunds, we’re here to help:

Whiskway Matcha
Email: hello@whiskwaymatcha.com