Refund policy

 

 

Last updated: 23.03.26

1. Your rights

We want you to love your Magic Matcha products. If you're not completely satisfied, we're here to help.

Your legal rights

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order and return products within 14 days of receiving them, for any reason.

This policy does not affect your statutory rights as a consumer.

If a product is faulty, not as described, or damaged, you have additional rights under the Consumer Rights Act 2015.

2. What can be returned

Products we accept for return

Unopened Magic Matcha sachets

• Full refund if returned within 14 days
• Must be unopened and in original condition

The Deck (Magic Matcha tin)

• Full refund if returned within 14 days
• Must be unused
• No marks, scratches, or signs of use

The Whisk (bamboo chasen)

• Full refund if returned within 14 days
• Must be unused and in original packaging
• Prongs intact, no water damage

The Scoop (bamboo chashaku)

• Full refund if returned within 14 days
• Must be unused
• No signs of use

Bundles (The Full Magic)

• Full refund if the entire bundle is returned within 14 days
• All items must meet the return conditions above
• Individual items from bundles cannot be returned (see section 3)

Products we cannot accept for return

Opened matcha sachets

• Due to food hygiene and safety regulations, opened matcha cannot be returned
• Once the seal is broken, the product cannot be resold
• Exception: faulty, damaged, or incorrect items (see section 4)

Used or damaged tools

• Tools that show signs of use
• Items without original packaging
• Items damaged due to misuse

Products returned after 14 days

• Returns must be initiated within 14 days of receiving your order
• Exception: faulty or incorrect items (see section 4)

3. Bundle returns

The Full Magic and other bundles must be returned in their entirety for a refund.

• You cannot return individual items from a bundle
• All items must be returned together
• All items must meet the return conditions

Bundles are priced as complete sets with a discount applied across all items. Partial returns are therefore not accepted.

For specific concerns, contact coryn@wearemagicmatcha.com.

4. Faulty, damaged, or incorrect items

If your order arrives faulty, damaged, or incorrect, we will resolve it promptly.

What to do

1. Contact us immediately
   Email coryn@wearemagicmatcha.com with:
   • Your order number
   • Description of the issue
   • Photos of the item
   • Photos of packaging (if relevant)
2. Assessment
   We will respond within 2 working days and:
   • Review your information
   • Offer a replacement or refund
   • Arrange collection or provide a prepaid label if needed
3. Resolution
   • Replacement (fastest option)
   • Full refund including shipping
   • Partial refund if you keep the item

Our responsibility

Faulty or damaged items

• Return shipping costs covered by us
• Full refund or replacement
• Applies even if matcha has been opened

Incorrect items

• Return shipping costs covered by us
• Full refund or correct item sent
• You may not need to return the incorrect item

Important: Please report issues within 7 days of delivery.

5. How to return

1. Contact us
   Email within 14 days with:
   • Your order number
   • Items to return
   • Reason (optional)
2. Pack your return
   • Use original packaging where possible
   • Pack securely
   • Include your order details
   • Keep proof of postage

   You are responsible for items until they reach us. Tracked postage is recommended.

3. Send your return
   Magic Matcha Ltd
   Apartment 45, St James House
   Clivemont Road
   Maidenhead
   Berkshire
   SL6 7DY
   United Kingdom

   Shipping costs

   • Standard returns: you pay postage
   • Faulty or incorrect items: we cover postage
4. Refund processing
   • Confirmation email sent
   • Refund processed within 7 working days
   • Returned to original payment method

6. Refund process

Timeline

• Day 0: return sent
• Day 1 - 3: received
• Day 4 - 7: processed
• Day 8 - 10: appears in account

Total time: up to 14 days.

What is included

Standard returns

• Full product cost refunded
• Original shipping not refunded
• Return shipping not refunded

Faulty or incorrect items

• Full product cost refunded
• Original shipping refunded
• Return shipping covered

Refund method

• Original payment method used
• Card: 3 - 5 working days
• PayPal: 1 - 2 working days

7. Non-refundable costs

• Original shipping (unless faulty)
• Return shipping costs
• Discount codes are not reusable

8. Exchanges

We do not offer direct exchanges.

1. Return your item for a refund
2. Place a new order

For incorrect items, contact us for immediate resolution.

9. Late or missing refunds

If your refund has not arrived:

• Check your bank account
• Check your card statement
• Contact your bank

If still unresolved, email us with your order details.

10. Refused refunds

Refunds may be refused if:

• Items do not meet return conditions
• Return is outside 14 days
• Items are not returned
• Fraud or misuse is suspected

11. Cancellations before shipping

Email us as soon as possible to cancel.

• If not dispatched: full refund issued
• If dispatched: return process applies

12. Food safety and hygiene

• Opened matcha cannot be returned
• Food safety regulations prevent resale
• This protects customers

Faulty products remain eligible for refund or replacement.

13. Contact us

Email: coryn@wearemagicmatcha.com

Response time: within 2 working days

14. Your consumer rights

• Consumer Contracts Regulations 2013
• Consumer Rights Act 2015
• Food Safety Act 1990

Nothing in this policy affects your statutory rights.

15. Complaints

1. Email us - response within 5 working days
2. If unresolved, contact Citizens Advice or the Retail Ombudsman

Summary

You have 14 days to return products. Unopened matcha and unused tools qualify. Opened matcha cannot be returned unless faulty. You pay return shipping for standard returns. Bundles must be returned complete. Refunds are processed within 7 days of receipt.