Returns and refunds
We want you to enjoy your matcha. If something is not right, here is exactly where you stand and what to do.
Damaged, faulty or wrong items
If your order arrives damaged, faulty, or not what you ordered, we will put it right with a replacement or a full refund, including any postage you paid. Please tell us within 48 hours if something has arrived damaged in transit, with a quick photo if you can, so we can sort it quickly and raise it with the courier. If a fault appears later, contact us within 30 days of delivery. Your rights under the Consumer Rights Act 2015, that goods are as described, of satisfactory quality and fit for purpose, always apply, and we cover return postage on anything faulty.
Changed your mind: accessories and unopened gift sets
You can return our matcha bowls, whisks, spoons, storage pots, whisk holders and any unopened gift set within 30 days of delivery for a refund. The item needs to come back unused, in its original condition and packaging, and in a resaleable state. For change-of-mind returns the cost of return postage is yours, and we would recommend a tracked service, as the parcel remains your responsibility until it reaches us.
Matcha and other consumables
For food safety and hygiene reasons we cannot accept change-of-mind returns of matcha powder or any other consumable once it has been dispatched, whether or not the pouch has been opened. This is standard for food products. It does not affect your rights if an item is faulty, arrives past its best-before date, or is not as described, which are always covered above. For a gift set, once the matcha has been opened the set can no longer be returned as a change of mind, though a faulty item within it is still covered.
How to start a return
Email us at [email protected] with your order number and what you would like to do. We will confirm the return and send you the address to post it to. Please do not send anything back before you have heard from us, so we can track it properly at our end.
Your refund
Once we have received and checked your return, we will refund you within 14 days, to your original payment method. For faulty or damaged items we refund the return postage too. For change-of-mind returns we refund the price of the goods; the original delivery charge is refunded only where you are returning your whole order.
Your statutory rights
None of the above affects your legal rights. Under the Consumer Contracts Regulations 2013 you have a 14-day right to cancel most non-perishable goods bought online, which we extend to 30 days for unused accessories and unopened sets. Perishable and sealed consumable goods such as matcha are exempt from this cancellation right, but the Consumer Rights Act 2015 protections for faulty or misdescribed goods always apply. Botanical Teas is a trading name of Vivid Intelligence Ltd.