Refund policy

Last updated: October 28, 2026

Unopened pouches

You can return unopened pouches within 7 days of delivery. Email hello@drinkshado.com with your order number first, and we'll tell you where to send them. You pay for return shipping, unless we made a mistake or your order arrived damaged.

Opened pouches

Matcha is a food, so we can't take back opened pouches.

Damaged or wrong item

Email hello@drinkshado.com within 14 days of delivery. Send your order number and a photo of the item and the box. We'll send a new one or refund you, whichever you'd like. You don't need to send it back.

How refunds work

Once we approve a refund, it goes back to the card or payment method you used. Your bank may take a few business days to show it. If you used a discount code, we refund what you actually paid.

Cancelling an order

Email us as soon as you can. If your order hasn't shipped yet, we'll cancel it and refund you in full.

Subscriptions

This policy covers one-time orders. You can cancel a subscription anytime before your next billing date. For a subscription delivery that has already been charged, email hello@drinkshado.com and we'll sort it out.

Nothing in this policy limits your rights under the consumer protection law of your province or territory.

SHADO Collective Inc. · Port Moody, BC, Canada · hello@drinkshado.com