Returns Policy

We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.

Eligibility for Returns

To be eligible for a return, your item(s) must:

• Be unopened and unused.

• Be in their original packaging.

• Be accompanied by proof of purchase (such as your order confirmation or receipt).

Items purchased using promotional offers, discount codes, subscription discounts, or sale pricing are not eligible for return unless they are faulty, damaged, or incorrect.

Return Shipping

If you are returning an item because you have changed your mind, a £3.49 return shipping fee will apply. This covers the cost of the prepaid return shipping label we provide and will be deducted from your refund where applicable.

If your item is faulty, damaged on arrival, or you have received the wrong item, there will be no return shipping charge. We will provide a prepaid return label or arrange an appropriate solution at no cost to you.

How to Start a Return

To request a return, please contact us at support@tenshimatcha.com.

If your return is approved, we'll send you a prepaid return shipping label (where applicable), together with instructions on how and where to send your item.

Items returned without first contacting us and receiving return instructions will not be accepted.

If you have any questions about returns, please contact support@tenshimatcha.com.

Damages, Faulty Items & Incorrect Orders

Please inspect your order as soon as it arrives.

If your item is defective, damaged, or you receive the wrong item, please contact us as soon as reasonably possible so we can assess the issue and resolve it promptly.

Depending on the circumstances, we may offer a replacement, repair, refund, or another appropriate remedy in accordance with your statutory rights under UK consumer law.

Non-Returnable Items

The following items cannot be returned unless they are faulty, damaged, or incorrect:

• Opened food and drink products.

• Perishable goods.

• Personalised or custom-made products.

• Gift cards.

• Subscription orders that have already been dispatched.

• Sale items and items purchased using promotional or subscription discounts.

If you're unsure whether your item is eligible for return, please contact us before sending it back.

Exchanges

The quickest way to receive a different item is to return your eligible item and place a new order once your return has been approved.

European Union 14-Day Cooling-Off Period

If your order is delivered to a country within the European Union, you have the right to cancel or return your order within 14 days for any reason and without needing to provide a justification.

To qualify, the item must be unused, unopened, in the same condition you received it, and in its original packaging, together with proof of purchase.

Where the return is due to a change of mind, you are responsible for the return shipping costs unless otherwise required by applicable law.

Subscriptions

You may cancel your subscription at any time to prevent future deliveries.

Once a subscription order has been dispatched, it cannot be cancelled or returned unless the product is faulty, damaged, or we have made an error with your order.

Refunds

Once we receive and inspect your returned item, we'll notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

For change-of-mind returns, the £3.49 return shipping fee will be deducted from your refund where applicable.

If the return is due to a faulty, damaged, or incorrect item, no return shipping charge will be deducted.

Please note that it may take additional time for your bank or card provider to process your refund.

If more than 15 business days have passed since your refund was approved, please contact us at support@tenshimatcha.com.

Your Statutory Rights

Nothing in this Returns Policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection laws. If your goods are faulty, not as described, or unfit for purpose, you are entitled to the remedies provided by law.