Refund policy

Return & Refund Policy

At Refined Matcha, we want you to be completely satisfied with your purchase. If for any reason you are not, eligible items may be returned under the conditions outlined below.

Returns

Return Period

You have the right to return unopened and unused products within 30 days of receiving your order.

Eligibility

To qualify for a return:

  • The product must be unopened, unused, and in its original packaging.

  • You must provide the receipt or proof of purchase.

  • For hygienic reasons, opened or used products cannot be returned.

How to Start a Return

To request a return, please contact us at:
hello@refinedmatcha.com

Returns must be sent to the following address:
Zwaanshals 313C, 3035 KJ Rotterdam

Please note:
Items sent back to us without first requesting a return will not be accepted.

Damages & Issues

Please inspect your order upon delivery and contact us immediately if:

  • the item is defective,

  • damaged, or

  • you received the wrong product.

Email us within 48 hours of receiving the package with photos of:

  • the damaged item, and

  • the packaging.

We will evaluate the issue and offer the appropriate solution.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

  • Perishable goods (food items, fresh products)

  • Custom or personalized items

  • Personal care items

  • Hazardous materials, flammable liquids, or gases

  • Sale items and gift cards

If you're unsure whether your item qualifies, email us at hello@refinedmatcha.com.

Exchanges

If you wish to exchange a product, the fastest method is:

  1. Return the item you have.

  2. Once the return is approved, place a new order for the item you want.

EU 14-Day Cooling-Off Period

For orders shipped within the European Union, you have the right to cancel or return your order within 14 days without needing to provide a reason.

Returned items must still be:

  • in the same condition as received,

  • unopened,

  • unused,

  • with original packaging and proof of purchase.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be issued to your original payment method within 10 business days.

  • Please allow additional time for your bank or payment provider to process the refund.

If more than 15 business days have passed since your return was approved, please contact us at:
hello@refinedmatcha.com