You may return your item within 14 days of receipt. After this period, we unfortunately cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original undamaged packaging.
To make a return, proof of purchase (receipt, invoice) will be required.
RETURNS OF PACKAGES NOT COLLECTED FROM A PICK-UP POINT When your order is shipped to a pick-up point, you have 8 calendar days from its delivery to collect it. After this period, the package is automatically returned to us by the carrier.
In case of a refund after the return of an uncollected package, this will be processed within 14 days following the receipt of the returned package.
In this case, two options will be offered to you:
RESENDING THE ORDER: You can receive your package again, provided you pay:
the reshipping costs,
as well as return processing fees (related to the logistical management of the returned package).
REFUND: If you prefer not to have your order reshipped, a refund can be issued, minus management and return fees.
REFUNDS (IF APPLICABLE) Once the returned item is received and inspected, we will send you an email confirming receipt. We will also inform you of the approval or rejection of your refund request.
If your request is approved, the refund will be processed and a credit will automatically be applied to your card or original method of payment.
LATE OR MISSING REFUNDS If you haven't received your refund yet:
Check your bank account again.
Contact your card issuer: there may be a processing delay.
Then contact your bank.
If, after all these steps, you still have not received anything, contact us at: contact@green-matcha.com
SALE ITEMS Only full-price items are refundable. Unfortunately, sale items cannot be refunded.
EXCHANGES (IF APPLICABLE) Exchanges are only possible for defective or damaged items. For any exchange request, contact us at: contact@green-matcha.com
SHIPPING (RETURNS) Before any return, please contact us at contact@green-matcha.com to know the precise shipping terms.
Return shipping costs are the responsibility of the customer. These costs are non-refundable. If a refund is granted, return shipping costs will be deducted from the refunded amount.
Depending on your place of residence, the time it takes to receive your exchanged item may vary.
For any shipment over €75, we advise you to use a tracked service or to purchase shipping insurance. We do not guarantee the receipt of returned items without tracking.
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