Refund policy
Shipping & Returns
Shipping Policy
Shipping Fees
In addition to the product prices listed on the site, shipping fees will be charged according to the destination and the shipping method selected. IRO Matcha may, at its sole discretion, waive shipping fees or amend shipping rates from time to time without prior notice.
Delivery Areas
Orders will be delivered to addresses included in the list of delivery areas published on the site. The Company may update the delivery areas at any time, without prior notice.
Delivery Terms
Delivery will be made to the address selected by the customer, provided there is no technical or logistical impediment. Where the services or the ordering process are misused, the Company may decline to fulfil the delivery.
Delivery Times
Unless otherwise stated, delivery takes up to 7 business days. Orders placed by 10:00 will be treated as having been placed on that same business day. Business days do not include Fridays, Saturdays, holiday eves, holidays, or public rest days. Delivery times are subject to delays outside the Company's control and/or to force majeure events.
Local Pickup
Local pickup is available, as detailed at the "Shipping" step of checkout.
Delivery of Your Order
Your order will be delivered to the address provided at the time of ordering. As standard, the package is left outside the door or gate of the delivery address, and a notification is sent once it has been left. From the moment that notification is sent, responsibility for the package passes to the customer.
Courier Company
The Company may change courier companies, or work with several courier companies in parallel, without prior notice.
Failed Delivery Due to the Customer
If delivery cannot be completed over the course of several days for reasons attributable to the customer, the order will be refunded and the product will not be re-sent other than as a new order.
Returns & Exchanges Policy
Cancellation of a Transaction
In accordance with the Consumer Protection Regulations (Cancellation of a Transaction), 5771–2010, and the Consumer Protection Law, 5741–1981.
Non-Returnable Products
Matcha powders cannot be returned. Utensils may be returned if they arrived defective or broken for any reason, or a utensil that has been used.
Products Purchased as Part of a Bundle
A product purchased as part of a bundle may only be returned (where returnable) as the complete bundle.
Cancellation / Return Fees
Where the cancellation or return is not due to a defect or non-conformity, and once 14 business days have elapsed from the date of receipt, the Company may charge a cancellation/return fee equal to 5% of the order price or ILS 100 — whichever is lower.
Changes to an Order
Changes to an order are subject to the Company's approval and sole discretion. Changes, cancellations, and returns are handled through customer service only.
Cancellation by the Company
The Company may cancel an order for any reason, including after a confirmation email has been sent. Where the Company cancels an order, the order amount will be refunded to the customer. Where a change has been approved, a charge or credit will be applied accordingly.
Errors and Malfunctions
The Company may withdraw from a transaction due to a clerical or technical error. In addition, events outside the Company's control — force majeure, communications or computer failures, strikes, states of emergency, weather, and the like — may result in delay, alteration, or cancellation of delivery, without any claim or demand on the part of the customer.
For enquiries, cancellations, and returns, please contact customer service by email at iromatcha2@gmail.com or by phone at 052-6100518, Sunday–Thursday, 09:00–20:00.