Returns Policy

Version: 1.1
Last updated: November 2025

Company: AOKI Matcha
Website: www.aokimatcha.nl
Email: info@aokimatcha.nl
Chamber of Commerce number: 84417609
VAT: NL003962297B92
Address: registered with the Chamber of Commerce (available on request)

1. Right of withdrawal

Consumers have the right to cancel their purchase within 14 days of receiving their order. After registering a return, they have another 14 days to return the products.

2. Conditions for returns

Products can be returned when:

The products are unopened , unused and undamaged
The packaging is in original condition
The return has been registered within the statutory period

NB:
Matcha, fruit powders, botanical powders and collagen are considered hygiene products.
Opened packages cannot be returned.

3. Non-returnable products

Opened or used powders
Damaged or incomplete products
Gift sets with missing parts
Products outside the return period
Free products from promotions
Promotional products from bundles (such as 1+1 deals)

4. Free products & bundle promotions

For promotions where a free product is provided (such as with a minimum order value or 1+1 promotions):

Free products cannot be returned separately
The complete set must be returned
If the free product is missing, its value will be deducted.

5. How to report a return

Email info@aokimatcha.nl with:

Name & order number
Product(s) you wish to return
Optional: reason for return

You will then receive the return instructions.

6. Return Shipping Costs

Return costs are the responsibility of the customer, unless we have delivered an incorrect or damaged product.

7. Refund

After receipt and inspection, the purchase amount will be refunded within 7 working days via the same payment method.

If the return does not meet the conditions, the refund may be (partially) refused.

8. Damaged or incorrectly delivered items

Please report this within 48 hours to info@aokimatcha.nl with clear photos and your order number. We will offer a suitable solution.

9. B2B returns

Different terms and conditions apply to business orders. Please contact us at info@aokimatcha.nl .

10. Contact details

General email: info@aokimatcha.nl
Website: www.aokimatcha.nl
Chamber of Commerce number: 84417609
VAT: NL003962297B92