RETURN &
EXCHANGE
Last updated: April 2026
Introduction
At Green Lillo, we take pride in delivering premium-quality matcha products in perfect condition. If you are not satisfied with your order for a legitimate reason, we are happy to assist you in accordance with this policy.
Return & Exchange Conditions
You may request an exchange or return within 3 days of receiving your order. The product must be in its original unused condition with its original sealed packaging. Your order number must be provided when submitting your request.
Eligible Products
Products eligible for exchange or return include: products that arrived damaged or with a manufacturing defect, products that do not match their description or images on the website, products that were sent by mistake (a different item than what you ordered).
Non-Eligible Products
The following products cannot be exchanged or returned: food products with opened packaging or that have been used, matcha powders with broken seals, products received more than 3 days ago, or specially ordered products.
How to Request an Exchange or Return
To initiate an exchange or return, contact us via WhatsApp with your order number, reason for the request, and photos of the product. We will get back to you within 24 hours to review your request and determine next steps.
Refund Timeline
If a return is approved, the paid amount will be refunded within 5–7 business days from the date we receive the returned product, via the original payment method.
Shipping Fees
If the reason for return is a product defect or an error on our part, we will cover the full reverse shipping cost. For returns due to personal reasons, shipping fees may be the customer's responsibility.
Damaged or Incorrect Products
If your product arrives damaged, please contact us immediately with clear photos of the product and its outer packaging before opening it, and we will work to resolve the issue. If you receive an incorrect product, we take full responsibility and will send the correct item or issue a full refund as soon as possible.
Contact Us
For any inquiries about our return and exchange policy or to submit a request, contact us via WhatsApp or our Instagram account @greenlillo.