Refund Policy
Last updated: 11 November 2025
🇦🇺 Your Rights Under Australian Consumer Law
All purchases from Hibi Cafe are protected under the Australian Consumer Law (ACL).
If a product you receive is faulty, unsafe, or not as described, you are entitled to a repair, replacement, or refund, depending on the circumstances.
Nothing in this policy limits your legal rights under the ACL.
🍵 Matcha & Food Products
For health and hygiene reasons, we’re unable to accept returns or exchanges for food or perishable items (including matcha, syrups, or any edible goods) unless they are faulty, damaged, or not as described.
If your order arrives damaged or defective:
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Email hibicafe@yahoo.com within 48 hours of receiving your parcel.
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Include your order number, photos of the product and packaging, and a brief description of the issue.
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If confirmed, we’ll offer a replacement or refund in line with the ACL and cover any reasonable postage costs.
🍶 Bowls, Utensils & Merchandise
We offer a 30-day return period for non-food items such as bowls, utensils, and accessories.
To be eligible:
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The item must be unused, in its original packaging, and in the same condition as received.
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Proof of purchase (receipt or order confirmation) is required.
Change of Mind Returns:
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Return postage costs are the responsibility of the customer.
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Original shipping fees are non-refundable.
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Refunds will be issued to your original payment method once the returned item has been received and inspected.
Faulty or Incorrect Items:
If your item is faulty, damaged, or not what you ordered, please contact us.
We’ll provide a replacement, refund, or repair at no additional cost to you.
⚠️ Exceptions
We do not accept returns or refunds for:
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Perishable or food items (unless faulty or damaged)
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Gift cards
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Sale or clearance items (unless faulty)
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Used matcha accessories (such as matcha whisks, bowls, etc.)
...unless they are faulty or not as described.
🚚 How to Start a Return or Claim
To begin a return or lodge a claim, please email hibicafe@yahoo.com with:
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Your full name and order number
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The item(s) you wish to return
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The reason for return and photos (if applicable)
If your request is approved, we’ll provide you with a return authorisation and shipping instructions.
Returns must be sent to the address provided by Hibi Cafe.
⚠️ Items sent back without prior approval cannot be accepted.
💳 Refunds
Once your returned item is received and inspected, we’ll notify you of the outcome.
Approved refunds are processed within 10 business days to your original payment method.
Please allow additional time for your bank or payment provider to post the refund.
💬 Need Help?
If you have any questions or need assistance, please contact us at:
📧 hibicafe@yahoo.com