Refund policy

Right of Withdrawal

Under EU consumer law (Directive 2011/83/EU), you have the right to cancel your order within 14 days of receiving your products, without giving any reason. To exercise this right, contact us at bonsaimatcha.eu@gmail.com before returning any items.

Return Conditions

  • Products must be returned unopened, unused, and in their original packaging.
  • Opened or partially consumed food products cannot be returned for hygiene and food safety reasons, in accordance with Article 16(e) of the EU Consumer Rights Directive.
  • Items must be shipped back within 14 days of notifying us of your intention to return.

How to Return

  1. Email us at bonsaimatcha.eu@gmail.com with your order number and reason for return.
  2. We will confirm eligibility and provide the return shipping address.
  3. Ship the products back using a trackable shipping method.

Refunds

  • Once we receive and inspect the returned items, we will process your refund within 14 days.
  • Refunds are issued to the original payment method.
  • Original shipping costs are non-refundable, unless the return is due to a defective or incorrect product.
  • Return shipping costs are the responsibility of the customer, unless the product arrived damaged or defective.

Damaged or Defective Products

If you receive a damaged or defective product, contact us within 48 hours of delivery at bonsaimatcha.eu@gmail.com with photos of the damage. We will arrange a replacement or full refund, including shipping costs.

Contact

For all return and refund inquiries:
Email: bonsaimatcha.eu@gmail.com