At Maison Koko, we pride ourselves on delivering products of exceptional quality. All Maison Koko products are carefully inspected prior to shipment and should arrive free from defects. If you believe your item is defective, please contact us within 30 days of delivery and we will gladly replace it at no cost.
RETURN & REFUND POLICY
We want you to be completely satisfied with your purchase, which is why we offer a 30-day return window from the date your order is received.
However, we cannot accept returns or offer refunds for any opened or partially consumed items.
This includes situations where a product does not meet personal taste preferences or expectations. Once opened, items cannot be returned or refunded for reasons related to flavour, aroma, colour, or general personal dislike.
Why Taste-Related Returns Cannot Be Accepted
This policy is standard across the food and beverage industry and exists to uphold strict hygiene, safety, and product-integrity standards.
Matcha is a natural agricultural product influenced by climate, soil, and seasonal conditions. While we work diligently to maintain consistency, each harvest naturally expresses the unique characteristics of that season. These subtle variations are not defects—they are a hallmark of authenticity, purity, and high-grade craftsmanship.
Much like fine wine, no two harvests are exactly identical, yet every batch remains safe, natural, and of the highest quality we can offer.
Change-of-Mind Returns
If you wish to return unopened items for reasons unrelated to product defects (e.g., change of mind), you will be responsible for the cost of return shipping.
To initiate a return or discuss any concerns, please contact us within 30 days of delivery at hello@maisonkoko.com or 1300 892 703.
When returning items, we recommend using prepaid registered post and insuring your parcel. Maison Koko is not responsible for lost, stolen, or damaged goods during transit.
Please ensure your original order number is included, as returns without proper identification may be refused.
We reserve the right to refuse returns that show signs of use, wear, tampering, or that do not meet the criteria outlined above. Clearance items are final sale and not eligible for return.
REFUNDS
Once your return is received and assessed, we will notify you of its approval or rejection within 1–3 business days.
If approved, your refund will be processed in the original form of payment, minus the original shipping cost. Please note that banks and financial institutions may take 5–7 business days to finalise the refund.
ORDER CANCELLATION
Orders may be cancelled within 24 hours of purchase. A 5% cancellation fee will apply to cover payment-processing and restocking costs. Refunds will be issued in the original form of payment and may take 5–7 business days to appear.
To request a cancellation, please contact us promptly at hello@maisonkoko.com or 1300 892 703.
Subscription Orders
Subscription purchases may be cancelled at any time after two deliveries have been fulfilled. This two-order minimum helps support the discounted pricing and fulfilment efficiency offered to subscribers. No fees or penalties apply after the second delivery.
