Refund policy

Returns and Refunds Policy

Last updated: 05/09/2025

At Matcha Colors we want your experience to be excellent. If you need to return an item, follow the procedure set out below. This policy complies with EU consumer regulations, including the 14-day right of withdrawal.

How to request a return

Write to us at info@matchacolors.com indicating your order number, the items to be returned and the reason.
If the return is accepted, we will email you the return authorization and the address to which you should send the package.
The customer must arrange and pay for the return shipping. We do not provide return labels. We recommend using a tracked service and keeping the proof of postage.
Packages sent without prior authorization will not be accepted.

Return conditions

Time frame: 14 calendar days from receipt to exercise the right of withdrawal on orders shipped within the European Union.
Product condition: It must be returned unused, unopened, with the seal intact, with all labels and in its original packaging.
Responsibility for return shipping: Until the package arrives at our facilities, the goods are the customer's responsibility. Return shipping costs and any duties/taxes are non-refundable.
Original shipping costs: if any, they are non-refundable.

Exceptions (non-returnable items)

Food products and beverages (teas, blends, superfoods, edible flowers, etc.) that have been opened or unsealed.
Personalized or made-to-order items.
Gift cards.
Items marked as "final sale"/"outlet".

Note: For reasons of food safety and hygiene, we can only accept returns of food products if the packaging is completely closed and unaltered.

Damaged or incorrect items

Check your order when you receive it. If it arrives damaged, defective or incorrect, contact us within the first 48 hours by sending photos of the product and the packaging to info@matchacolors.com so that we can help you with a replacement or a suitable solution.

Refunds

When we receive and inspect the package, we will notify you by email of the approval or rejection of the refund.
If applicable, we will issue the refund to the original payment method within up to 10 business days.
Your bank or card issuer may take a little longer to reflect the credit.

Exchanges

To make an exchange, first return the item following the process above and place a new order for the product you want.

International returns

We accept returns from several countries. The customer is responsible for all return shipping costs and for any import duties or fees associated with the return. If a package is returned with charges due, we may deduct them from the refund.

Contact

Have questions? Write to us at info@matchacolors.com.