Refund policy

Last updated: October 1, 2026

At The Usual, we want every order of matcha to arrive exactly as it should. Because matcha is a food product, we can't take back opened items or accept returns for a change of mind. But if something is wrong with your order, we'll make it right.

What we cover

Damaged items – for example a broken seal, or crushed, torn or leaking packaging.
Wrong items – you received a different product or quantity than you ordered.
Missing items – something from your order wasn't in the package.
Expired items – the product was past its best-before date when it arrived.

What we can't accept

Opened or used products, unless they were faulty on arrival.
Change of mind, or simply not liking the taste.
Damage that happened after delivery, for example from heat, moisture or incorrect storage.
Problems reported more than 48 hours after delivery.

How to report a problem

Within 48 hours of receiving your order, message us on WhatsApp or email hi@drinktheusual.com with:

your order number,
a short description of the problem, and
clear photos of the product and its packaging.

Please keep the product and its packaging until we've sorted things out, as we may ask our driver to collect it.

How we fix it

Once we confirm the issue, we'll send you a free replacement. If a replacement isn't possible, or you'd rather not have one, we'll refund the amount you paid for the affected item, either in cash or as store credit for your next order (your choice). Refunds are usually completed within 7 days of confirming the issue.

Delivery fees

If the mistake is ours, fixing it costs you nothing: the replacement is delivered for free, and if we refund your whole order, we also refund any delivery fee you paid.

Checking your order at the door

Since we're cash on delivery, you can check the outer package when the driver arrives. If it's visibly damaged, you can refuse it and pay nothing. Just let us know and we'll send a replacement.