🇬🇧 Return Policy | MatchOn Tea

At MatchOn Tea, we want every tea experience to be perfect — from the first opening of the package to the final sip.
That’s why we operate with complete transparency in our return and satisfaction policy.

🌱 1. Commitment to Quality

Each batch of our premium matcha is carefully selected at origin and packaged under strict conditions of purity and freshness.
If your order does not meet your expectations, you are entitled to request a return or refund under the conditions described below.

📦 2. Return Period

Consumers have the right to return products within 14 calendar days of receiving their order, in accordance with EU Directive 2011/83/EU.

🍃 3. Food Products (Matcha and other teas)

For hygiene and food safety reasons, we only accept returns of products that are unopened, unused, and undamaged.
The original seal must be intact, and the product must be in its original packaging.

If you receive the wrong product or one damaged during shipping, please contact us within 7 days of delivery.
We will replace it free of charge or issue a full refund.

🥢 4. Accessories and Tea Utensils

Accessories such as chasen, bowls, tins, or measuring spoons may be returned within 14 days, provided they are unused, unwashed, and undamaged.
Return shipping costs are the responsibility of the customer, unless the error was made by MatchOn Tea.

🚚 5. How to Make a Return

Email us at orders@matchontea.com with your order number and reason for return.
We’ll confirm the return address and next steps.
Once we receive and inspect the product, we’ll process your refund within 5–7 business days using the same payment method.

🌸 6. MatchOn Satisfaction Guarantee

We want every customer to fully enjoy their tea experience.
If this is your first order and you are not completely satisfied, contact us — we’ll find a personalized solution, whether that’s a replacement or a partial refund.

Your trust is our priority.

📍 7. Contact

MatchOn Tea
Email: orders@matchontea.com
European Office: Aachen, Germany
Customer Service Hours: Monday – Friday, 9:00 – 17:00