Refund policy

Right of withdrawal: 14 days

As a consumer within the European Union, you have the right to withdraw from your order without giving a reason. The cooling-off period is 14 days and starts on the day after you receive your order. If your order consists of multiple shipments, the period starts on the day after you receive the final shipment.

Registering your return

Register your return within the 14-day cooling-off period at info@matchashop.com, quoting your order number. You may use the European model withdrawal form for this, but you are not obliged to — a clear email is sufficient. We will confirm your registration and send you the return instructions.

After registering, you have a further 14 days to actually send the product back. We are unable to process items returned without prior registration.

Return address and return costs

Please send returns to:
MATCHASHOP B.V., Raasdorperweg 191A, 1175 KV Lijnden, Netherlands

The cost of returning the item is at your own expense. We recommend keeping proof of postage or a track & trace code: until we receive the parcel, the risk of the return shipment lies with you.

Condition of the product

You may unpack and inspect the product as you would in a shop. If you go beyond what is necessary to establish the nature, characteristics and functioning of the product, you are liable for any resulting diminished value. We therefore ask you to return the product in its original packaging and with all supplied parts wherever possible.

Exceptions to the right of withdrawal

The right of withdrawal does not apply to:

Sealed foodstuffs where the seal has been broken. All our matcha and tea are supplied sealed for reasons of health protection and hygiene. Once the seal has been broken after delivery, the product can no longer be returned. As long as the seal is intact, the right of withdrawal applies in full.
Products that spoil quickly or have a limited shelf life.
Digital gift cards, provided you expressly consented to immediate delivery at the time of purchase and acknowledged that you thereby waive your right of withdrawal.

Reduced and sale items are not excluded: the same rights apply to these as to items sold at the normal price.

Refunds

We will refund you within 14 days of you notifying us of your withdrawal. We may withhold the refund until we have received the product, or until you have demonstrated that you have sent it back — whichever happens first.

Refunds are made using the same payment method you used to pay, unless you expressly agree to a different method. You will not be charged any fees for the refund.

If you withdraw from your entire order, we will also refund the delivery costs of the original shipment, based on our standard shipping rate. If you chose a more expensive delivery option, we will not reimburse the difference. In the case of a partial return, the delivery costs of the original shipment are not refunded.

Please note that your bank or credit card company may take a few extra working days to process and credit the amount.

Damaged, faulty or incorrect deliveries

Please check your order on receipt. If an item is damaged or faulty, or if you have received the wrong item, please contact us at info@matchashop.com with your order number and photos where possible. We will resolve this for you free of charge with a replacement product or a full refund — even if the packaging has already been opened. Ideally, report this within 14 days so that we can sort it out quickly for you; your statutory rights also remain fully in force.

Statutory guarantee

In addition to the right of withdrawal, you as a consumer are entitled to a product that conforms to the contract. If a product does not conform, you are entitled to free repair, replacement or a refund. These rights apply regardless of this returns policy and cannot be limited.

Exchanges

We do not process direct exchanges. The quickest route is to return your order following the steps above and place a separate order for the item you want.