Refund Policy

We want you to enjoy your matcha. If something isn't right, tell us.

Damaged, wrong, or poor-quality items Email us within 7 days of delivery at [email protected] with your order number and a photo. We'll replace it or refund you in full. You don't need to send it back.

Unopened items Unopened products in their original sealed packaging can be returned within 14 days of delivery for a refund. Return postage is on you unless the return is our fault.

Opened items Matcha is a food product, so we can't accept returns of opened tins, pouches, or sachets, or any used accessories. This is a food safety rule. If an opened product has a genuine quality problem, the first section applies instead.

How to return something Email [email protected] with your order number and reason. Wait for our reply with the return address before posting anything back.

Refunds Approved refunds go back to your original payment method within 5–10 business days. Original shipping is refunded only if the return was our error.

Cancellations Email us within 2 hours of ordering and we'll cancel or amend it. Once your parcel has been collected by DHL, it's on its way.

Lost parcels If tracking says delivered but nothing arrived, check with your household and guardhouse, then contact us. We'll open an investigation with DHL and sort you out.

Nothing here affects your rights under the Consumer Protection Act 1999.

Questions? [email protected]