Refund policy

Returns & Refunds Policy
For reasons of hygiene and product quality, opened or unsealed products covered by the statutory hygiene exception cannot be returned.

All returns must comply with the applicable legal requirements.
1. Return Conditions
Returned products must be carefully packaged and sent back in good condition, in their original product packaging and the original shipping packaging.
2. Return Shipping Costs
The cost of returning products is borne by the customer and will not be reimbursed.

In the event of an incorrectly delivered, defective or damaged product, the applicable statutory warranty rules apply, and the seller will bear any costs required by law.
3. Return Period
You may return your order within the statutory withdrawal period of 14 calendar days from receipt of your order.

After notifying us of your withdrawal, you have up to 14 calendar days to send the products back.

Products that have been used may be excluded from a refund or may be subject to a reduction in value.

For sealed products covered by the statutory hygiene exception, the right of withdrawal expires if the relevant seal is broken after delivery.
4. Notifying Us of a Return
To notify us of a return, email info@umatcha.be and clearly state that you wish to withdraw from your purchase. You may also use the statutory model withdrawal form for this purpose.

To help us process your return smoothly, please provide the following information:
- Full name
- Phone number
- Order number and order date
- The products you wish to return
- Your bank account number
All returned products are inspected upon receipt. Damaged, used or opened products may be refused or may be subject to a reduction in value.

The condition of the product upon receipt will be used to assess the return and any applicable reduction in value.

Thank you for your understanding. As our matcha is sourced from far away, every shipment has an environmental impact. At the same time, hygiene, freshness and product quality are central to everything we do.

That is why we aim to minimise unnecessary returns and additional transportation wherever possible.