Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase. Alimentary (food) products cannot be returned.

Return Procedures

To start a return, please contact us at info@true-matcha.co.uk. Once your return is approved, we will provide you with instructions on how to send back your package.

Returns sent without prior request will not be accepted.

If you need any help or have any questions, you can contact us at info@true-matcha.co.uk.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

You have 7 days from the date of delivery to initiate a claim.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

• Perishable goods (such as food, flowers, or plants)
• Custom products (such as special orders or personalised items)
• Personal care goods (such as beauty products)
• Hazardous materials, flammable liquids, or gases
• Sale items
• Gift cards

Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund was approved.

You will be automatically refunded on your original payment method within ten business days if approved. Refunds requested without a manufacturing defect in the product will only be paid by means of a gift card that can be used on the website to purchase any other product.

Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we approved your return, please contact us at info@true-matcha.co.uk.