Refund policy
At Best at Matcha, we are committed to providing you with the highest quality Japanese matcha. Your satisfaction is our priority, and we want you to love every cup.
Our Policy
For health and safety reasons, we are unable to accept returns or provide refunds for food products that have been opened or partially consumed, unless the item is defective or was delivered in error.
Damaged, Defective or Incorrect Orders
If you receive a damaged, defective or incorrect product, please contact us within 7 days of delivery, and we will be happy to arrange a replacement or full refund at no cost to you.
When contacting us, please provide:
- Your order number
- A photo of the damaged or defective item
- A brief description of the issue
We will review your case and respond within 2 business days.
Unopened Products
If you wish to return an unopened and sealed product, please contact us within 14 days of receipt. We will gladly accept the return and provide a full refund, minus the original postage costs.
Return shipping costs: The customer is responsible for return postage costs unless the product was damaged, defective or sent in error.
Condition: Products must be returned in their original, unopened condition with all seals intact.
Order Cancellations
Order cancellations are accepted if requested at least 2 business days before the selected delivery date.
If your order has already been dispatched, it cannot be cancelled. However, you may return unopened items as per our returns policy above.
To cancel an order, please email us at sales@bestatmatcha.com with your order number and cancellation request.
Personal Preferences
Please note that personal preferences—such as taste, flavour or strength—are not considered valid reasons for return or refund once the product has been opened.
We encourage you to start with a smaller size if you're trying our matcha for the first time.
How to Request a Return or Refund
To request a return or refund, please email us at:
Please include:
- Your order number
- Reason for return or refund
- Photos (if applicable)
- Proof of purchase (order confirmation email or receipt)
We will review your request within 2 business days and advise on the next steps.
Refund Processing
Once your return is received and inspected (or your refund request is approved), we will send you an email notification.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days, depending on your bank or card provider.
Please note: Refunds may take longer to appear depending on your payment provider's processing times.
Return Address
If we approve your return, please send items to:
Best at Matcha
Red Brick House
Back Lane
Brattleby
Lincoln
LN1 2SQ
United Kingdom
Important: Please ensure the package is securely sealed and includes your order number. We recommend using tracked postage and retaining proof of postage.
Non-Returnable Items
The following items cannot be returned or refunded:
- Opened or partially consumed matcha products
- Products returned more than 14 days after receipt (unless defective)
- Items without proof of purchase
- Products damaged due to misuse or improper storage
Faulty or Damaged Goods
If you receive a faulty or damaged item, we will cover the cost of return postage and send you a replacement or full refund immediately. Your satisfaction is our priority, and we will make it right.
Subscription Orders
Subscription orders follow the same returns policy. If you wish to pause, skip or cancel your subscription, please log into your account or contact us at sales@bestatmatcha.com.
Subscription refunds are subject to the same conditions as one-off purchases.
Contact Us
If you have any questions about our Returns & Refunds Policy, or if you need assistance with a return, please don't hesitate to get in touch:
Email: sales@bestatmatcha.com
Phone: +44 7990 595491
Address: Best at Matcha, Red Brick House, Back Lane, Brattleby, Lincoln, LN1 2SQ, United Kingdom
We aim to respond to all enquiries within 2 business days.
Our Commitment
At Best at Matcha, we stand behind the quality of our products. If something isn't right, we want to hear from you so we can make it right.
We appreciate your understanding and cooperation.
Thank you for choosing Best at Matcha.