Refund Policy

This Refund Policy applies to all purchases made via www.nunamatcha.com. We comply with the EU Consumer Rights Directive and Dutch consumer protection laws to ensure your rights are protected.

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Last updated: August 2025

1. General

2. Damages and Issues

3. Exchanges

4. European Union 14 day Cooling Off Period

5. Refunds

1. general

At NUNA Matcha, we are committed to customer satisfaction. However, due to the nature of our products, we follow strict EU and Dutch regulations regarding returns and refunds.

We accept returns of unopened and unused items within 14 days of delivery.
The item must be in its original condition and packaging.
Items must be returned at your own cost, unless the product was damaged or incorrect upon arrival.
Opened matcha products cannot be returned due to hygiene and health protection standards (Article 6:230p BW).

To initiate a return, please email us at hello@nunamatcha.com.

2. damages and issues

Please inspect your order upon receipt. If the item is:

Defective
Damaged
Incorrect

…contact us within 48 hours of delivery at hello@nunamatcha.com, with:

Your order number
Photos of the item and packaging
Description of the issue

We’ll offer a replacement or full refund, including original shipping costs.

3. exchanges

We do not offer direct exchanges.
If you wish to exchange a product, please return the original (if eligible), and place a new order separately.

4. european union 14 day cooling off period

As per EU Directive 2011/83/EU, you have the right to cancel your order within 14 days of receiving it, without giving a reason.

However, this right does not apply to food products where the seal has been broken, for health and safety reasons.

To qualify:

The product must be unopened and unused
You must notify us within 14 days via hello@nunamatcha.com
You must return the product within 14 days after notification
You are responsible for the return shipping costs

5. refunds

Once your return is received and inspected, we will notify you.

If approved, a refund will be issued to your original payment method
Refunds are processed within 14 days after receiving the return or proof of shipment
Original shipping costs will be refunded only if the return falls under your legal cooling-off right or if the item was faulty