Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, sealed, and in its original packaging. You'll also need the receipt or proof of purchase (for example, your order confirmation email).

To start a return, you can contact us at orders@matcha-greenglass.ro.

Please note that returns will need to be sent to the following address: Șoseaua de Centură, nr. 2-8, Bragadiru, Ilfov, postal code 077025, Romania

If your return is accepted, we'll send you instructions on how and where to send your package. Return shipping costs are borne by the customer, except in cases where the item is defective, damaged, or you received the wrong item — in these situations, the return shipping cost is covered by us. We recommend using a trackable courier service, as we cannot take responsibility for parcels lost in transit. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at orders@matcha-greenglass.ro.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Our products — matcha, ube, buckwheat tea, hojicha, and other food products — are sealed goods which, for hygiene and health protection reasons, cannot be returned once they have been unsealed or opened. They can only be returned if they are sealed, unopened, and in their original packaging.

We also cannot accept returns for food products whose expiry date has passed after delivery, for custom products (such as special orders), or for gift cards.

Accessories (such as chasen whisks, bowls, scoops, and other non-food items) can be returned if they are unused, in the same condition that you received them, and in their original packaging.

Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day right of withdrawal

Notwithstanding the above, in accordance with European Union law and Romanian OUG 34/2014, you have the right to withdraw from your purchase and return your order within 14 days of receiving it, for any reason and without justification. As above, food products must be sealed and unopened, and accessories must be unused and in their original packaging — the right of withdrawal does not apply to sealed food products that have been unsealed after delivery, for hygiene reasons. You'll also need the receipt or proof of purchase. The direct cost of returning the products is borne by the customer, including when exercising the 14-day right of withdrawal.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 14 calendar days of the date we received the returned goods (or the date you provided proof of having shipped them back, whichever comes first), in accordance with EU law. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 days have passed since we received your return and you have not received your refund, please contact us at orders@matcha-greenglass.ro.