Refund policy
RETURNS & REFUND POLICY
At House of Berry, we want you to love your matcha experience. If there is an issue with your order, we're here to help.
Returns
We offer a 30-day return policy for eligible products. This means you have 30 days from receiving your order to request a return.
To be eligible for a return, your item must be unused, unopened, in its original packaging, and accompanied by proof of purchase.
To start a return, please contact us at houseofberrynz@gmail.com.
If your return is approved, we will provide instructions on how to return your item. Items returned without prior approval will not be accepted.
Damaged, Incorrect, or Faulty Items
Please inspect your order upon arrival. If your item arrives damaged, defective, or you receive the wrong product, contact us within 7 days of delivery at houseofberrynz@gmail.com with photos of the issue.
We will assess the situation and arrange a replacement, refund, or other appropriate resolution.
Food Products
Due to food safety and hygiene requirements, we are unable to accept returns or exchanges on opened matcha products, sample packs, or any consumable goods unless they arrive damaged, faulty, or incorrect.
Non-Returnable Items
The following items cannot be returned:
• Opened food products or consumables
• Gift cards
• Sale or clearance items
• Custom or personalised products
Exchanges
We do not offer direct exchanges. If your return is approved, you may place a new order for your preferred item.
Refunds
Once we receive and inspect your returned item, we will notify you of the outcome.
If approved, your refund will be issued to your original payment method within 10 business days. Processing times may vary depending on your bank or payment provider.
If more than 15 business days have passed since your refund was approved, please contact us at houseofberrynz@gmail.com.
Contact
For any questions regarding returns or refunds, please contact:
Thank you for supporting House of Berry.