Refund Policy

At A Good Swallow Pte Ltd ("we," "our," "us"), we are dedicated to delivering exceptional matcha products and experiences. Your satisfaction is our priority, and we strive to ensure a seamless shopping experience. This Refund & Returns Policy outlines the terms for product returns and refunds in compliance with Singapore's Consumer Protection (Fair Trading) Act (CPFTA).

1. Eligibility for Returns

Due to the perishable nature of matcha products, returns are only accepted under the following conditions:

Damaged or Defective Products: If you receive a product that is damaged, defective, or shows signs of tampering (e.g., broken seal), you may request a return or refund.
Incorrect Orders: If the wrong product is delivered, we will provide a replacement or issue a refund.

Note: We do not accept returns for opened, used, or perishable products unless they are defective or damaged at the time of receipt.

2. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

Products that have been opened or used.
Items not in their original packaging or that have been tampered with.
Products purchased during clearance or final sales.

3. Return Request Process

If you believe your order qualifies for a return, please follow these steps:

Contact Us: Email us at agoodswallow@gmail.com within 7 days of receiving your order. Include your order number, a description of the issue, and photos of the damaged or defective item.
Approval: Once your request is reviewed, we will notify you via email whether it has been approved. If approved, we will provide instructions on how to proceed.
Return Shipment: If a return is required, you may need to ship the item back to us. Return shipping costs will be borne by the customer unless the product was incorrect, damaged, or defective upon receipt.

4. Refund Policy

Refunds will be processed under the following terms:

Refund Method: Refunds will be issued to the original payment method used for purchase.
Refund Timeline: Refunds will be processed within 14 business days upon receipt and inspection of the returned item. Additional time may be required for your bank or payment provider to reflect the refund in your account.
Partial Refunds: In some cases, partial refunds may be issued based on the condition of the returned item (e.g., opened but defective).

Note: Shipping fees are non-refundable unless the product was incorrect, damaged, or defective at delivery.

5. Exchange Policy

We do not offer direct exchanges. However, if you receive a defective product, we will replace it with the correct item at no additional cost.

6. Damaged or Lost Packages

If your package arrives damaged or is lost in transit, please notify us immediately at agoodswallow@gmail.com. We will work with our shipping provider to resolve the issue and may issue a replacement or refund as necessary.

7. Dispute Resolution

In case of disputes regarding returns or refunds, we are committed to resolving issues promptly and amicably.

8. Changes to This Policy

We reserve the right to update this Refund & Returns Policy as needed to reflect changes in our business practices or legal obligations. Updates will be posted on our website, and it is your responsibility to review this policy periodically.