Refund policy
Returns & Refunds
Right of withdrawal
If you are a consumer within the European Union, you generally have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason.
To exercise your right of withdrawal, please contact us at info@ikirutea.com within 14 days of receiving your order. Please include your order number so that we can process your request efficiently.
After notifying us of your withdrawal, you must return the relevant products within 14 days.
Food products and sealed goods
Our matcha and other tea products are food products. Certain products may be excluded from the right of withdrawal where an applicable legal exception applies, including products that are not suitable for return for reasons of health protection or hygiene and whose seal has been broken after delivery.
If a product has been opened or its protective seal has been broken, please contact us before returning it so that we can determine whether it is eligible for return.
Nothing in this policy limits your statutory rights in relation to products that are defective, damaged or otherwise not in conformity with your order.
Condition of returned products
Where the right of withdrawal applies, please return products in their original condition and, where reasonably possible, in their original packaging.
You are responsible for any diminished value of the products resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the products, to the extent permitted by applicable law.
How to return an order
To initiate a return:
- Contact us at info@ikirutea.com within 14 days of receiving your order.
- Include your order number and the product(s) you wish to return.
- We will provide you with the appropriate return instructions.
- Send the products back within 14 days after notifying us of your withdrawal.
Please do not return products without first contacting us.
Return shipping costs
Unless otherwise required by law, the direct cost of returning products under the right of withdrawal is your responsibility.
If you received a product that is defective, damaged or different from what you ordered, please contact us. Where the return is due to an error on our part or a product that does not conform to the agreement, we will provide an appropriate solution and cover reasonable return costs where applicable.
Refunds
If you validly exercise your right of withdrawal, we will refund the payments received from you for the relevant purchase, including the cost of our least expensive standard delivery method where required by law.
If you selected a more expensive delivery method than our standard delivery option, any additional delivery costs are not refundable.
We will process the refund without undue delay and no later than 14 days after we have been informed of your decision to withdraw. We may withhold reimbursement until we have received the returned products or you have provided evidence that you have sent them back, whichever occurs first.
Refunds will be made using the same payment method used for the original transaction, unless expressly agreed otherwise.
Damaged, defective or incorrect products
If your order arrives damaged, defective or incorrect, please contact us as soon as reasonably possible at info@ikirutea.com.
To help us assess the issue quickly, we may ask you to provide photographs of the product, outer packaging and shipping label.
We will assess the situation and provide an appropriate solution in accordance with your statutory rights. Reporting an issue promptly helps us investigate it with the carrier, but does not affect any statutory rights you may have.
Contact
For questions about returns, refunds or your right of withdrawal, please contact:
Ikiru Tea
Email: info@ikirutea.com