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Returns, refunds & order support
If something is wrong with your order, please contact our team so we can help.

1. Damaged, defective or incorrect items

Please check your order when it arrives. If an item is damaged, defective or different from what you ordered, contact us within 7 days of delivery.

To help us review your request, please include:

• Your order number and the email address used for the order.
• The affected product and a description of the issue.
• Where available, photographs of the product, packaging and shipping label, plus any lot number or best-before date.

Please keep the product and packaging while we review the issue. If you believe a food product may be unsafe, do not consume it.

We will review the details and arrange an appropriate solution, such as a replacement or refund, according to the issue and your rights under applicable law. If a problem becomes apparent later, please still contact us promptly; the 7-day reporting request does not limit your statutory rights.

2. Returning an item and return costs

Please contact us before sending an item back. We will confirm whether a return is necessary and provide the return address and shipping instructions.

For a confirmed defect, damage on arrival or an item sent in error, we will arrange any necessary return at our expense. Please use the return method we provide or agree with you.

For a change-of-mind return required by law, you are responsible for the direct return shipping cost unless applicable law requires us to cover it. We will explain the return arrangements before you send the item.

3. Change-of-mind returns and exchanges

After shipment, we do not accept returns, exchanges or cancellations because you have changed your mind, ordered the wrong product or size, or prefer a different flavour, except where applicable law provides otherwise.

This restriction does not affect claims for faulty, damaged or incorrectly supplied goods. If you need help choosing a product before ordering, please contact us.

4. Changes or cancellations before shipment

If you need to change or cancel an order that has not shipped, email us as soon as possible with your order number. We will check whether the request can still be accommodated. Changes may not be possible once preparation, milling or repacking has begun.

For bulk, wholesale or custom orders, please also check the conditions agreed in your quotation or order confirmation. Any mandatory cancellation rights remain unaffected.

5. Refunds

If a refund is approved, we will confirm the amount and processing details by email. Refunds are normally issued to the original payment method, unless another arrangement is required by law or agreed with you.

Your bank or payment provider may need additional time to display the refund. If you cannot locate a refund after receiving our confirmation, contact us with your order number so we can check its status.

6. Delayed or missing parcels

If your parcel has not arrived or tracking is unclear, contact us with your order number and tracking number, if available. We will review the shipment and follow up with the carrier as needed. See our Shipping policy for delivery information.

Your consumer rights

Nothing in this policy limits rights that cannot be excluded under applicable consumer protection laws. Any statutory cancellation, withdrawal, return or refund rights that apply to your purchase take priority over our change-of-mind policy and reporting requests.

Need help with an order?
Email contact@mukohmatcha.com or use our contact form.

Last updated: September 22, 2026.