Refund policy

Exceptions / Non-Returnable Items

Due to the nature of our products and for food safety, hygiene, and quality assurance reasons, we are unable to accept returns or provide refunds for:

• Matcha powder, tea, herbal infusions, and other consumable products;

• Custom-made or personalised products.

• Change of mind, taste preference, or personal preference once an order has been delivered.

Consumable products may only be replaced or refunded if they are damaged, defective, contaminated, or if an incorrect item has been supplied. If you believe your product is faulty, please contact us at hello@betweenleaves.co.nz within 2 days of receiving your order and include  your order number and photographs of the product and packaging where applicable.

You can always contact us with any questions regarding returns at hello@betweenleaves.co.nz.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if an item is damaged, defective, or if you have received the wrong item, so that we can assess the issue and make it right.

Exchanges

We only replace items that are damaged, defective, or incorrectly supplied.

For accessory exchanges due to a change of mind, the item must be unused, unopened, and returned in its original packaging and resalable condition before an exchange can be processed.

Unfortunately, sale items and gift cards are not eligible for return, exchange, or refund.

Refunds

We will notify you once we have received and inspected your return and advise whether your refund has been approved. If approved, your refund will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card provider to process and post the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at hello@betweenleaves.co.nz