Refund policy

Return Policy

We offer a 14-day return policy, which means you have 14 days from the date of receiving your item to request a return.

Returns include:

  • matcha preparation sets (e.g., bowls, whisks, spoons, accessories),

  • unused and undamaged products with complete original packaging.

Returns do NOT include:

  • food products (e.g., matcha tea) that have been opened or tampered with,

  • personalized or custom-made items.

According to Article 38(4) of the Consumer Rights Act, the right of withdrawal does not apply to goods that spoil quickly or have a short shelf life (food products).

If your return is approved, we will send you a return shipping label and instructions on how and where to send the package. Items returned without prior authorization will not be accepted.

If you have any questions, feel free to contact us at info@zoimatcha.pl.

Damages and Issues

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

Exchanges

The fastest way to ensure you get the item you want is to return the unwanted item and place a new order once the return is accepted.

How to Request a Return

To submit a return request:

  1. Email us at [insert your contact email]

  2. Subject line: Return – [order number]

  3. In the message include:

    • your full name,

    • order number,

    • name of the product being returned,

    • reason for return (optional).

We will send you instructions on how to return the item.

The cost of returning the product is covered by the seller.

14-Day EU Withdrawal Period

If your order is shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As mentioned above, your item must be in the same condition in which you received it — unused, with tags, and in its original packaging. A receipt or proof of purchase is required.

Refunds

We will notify you once we have received and inspected your return and will inform you whether the refund has been approved.
If approved, your refund will be issued via your original payment method within 7 business days.

Please note that your bank or credit card company may require additional time to process the refund.

If more than 14 business days have passed since your refund was approved, please contact us at:
info@zoimatcha.pl / +48 516 126 213