Return Policy

You can return products to us within 14 days of receipt — provided they are unopened, unused and in their original sealed packaging. For hygiene and food safety reasons, we cannot take back opened food products (e.g. opened matcha or hojicha tins and pouches). The same applies to used accessories.

Register your return by emailing info@matcha7.ch with your order number. We will confirm the return and give you the return address. Please pack the products securely — we cannot refund items damaged in transit due to insufficient packaging. You bear the cost of the return shipment, unless the return is due to our error (see section 4).

After receiving and checking the returned items, we will refund the purchase price within 14 days to the payment method you used. Original shipping costs are refunded if you return the entire order; for partial returns we refund the product price.

If you received a wrong, damaged or defective product, contact us within 7 days of receipt with a photo at info@matcha7.ch. In that case we will of course cover all costs and, at your choice, send a replacement or refund the purchase price. Your statutory warranty rights remain unaffected.

If you order as a consumer residing in the EU, you have a statutory right of withdrawal of 14 days from receipt of the goods, without giving reasons. To exercise it, an unambiguous statement to info@matcha7.ch (e.g. by email) within the period is sufficient; you then return the goods within 14 days. You bear the direct cost of the return shipment.

Exception: the right of withdrawal expires for sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been removed after delivery (Art. 16(e) of the EU Consumer Rights Directive). Opened tea packaging is therefore excluded from withdrawal.

The refund is made within 14 days of receiving your withdrawal notice; we may withhold it until we have received the goods or proof of their return shipment.

The same rules apply to individual subscription deliveries. How to cancel or pause your subscription is explained in our Subscription Policy.

Questions about returns? Email us at info@matcha7.ch