Right of withdrawal and returns
Based on Directive 2011/83/EU on consumer rights
If you are a consumer in the European Union, you may withdraw from your purchase within fourteen days without giving any reason. This page explains how, and what happens to your money.
Matcha is a foodstuff. Every tin and pouch leaves us sealed. Under Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods that are unsuitable for return for reasons of health protection or hygiene once the seal has been removed.
Seal intact: you can withdraw and send it back. Seal broken: you cannot, and we cannot refund it. There is no way around this and it is not a policy we chose — it is the line the law draws between goods you may examine and food you have opened.
So please decide before you break the seal, in the same way you would decide in a shop.
Withdrawal period
The withdrawal period is fourteen days from the day on which you, or a third party named by you who is not the carrier, take physical possession of the goods.
If you ordered several items in one order and they are delivered separately, the period runs from the day you receive the last item.
How to withdraw
Tell us clearly that you are withdrawing. An email to info@matchanella.com is enough. A returned parcel with no message is not, because we cannot tell it apart from a delivery problem.
You may use the model form below, but you do not have to. To meet the deadline it is enough that you send your notice before the fourteen days are over.
Model withdrawal form
To: Vincella Group Ltd., Zeus Street 71, Olympus Village, 8540 Tsada, Cyprus — info@matchanella.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on: ______________ Received on: ______________
Name of consumer: ______________
Address of consumer: ______________
Signature (only if this form is sent on paper): ______________
Date: ______________
Sending the goods back
This applies only to goods whose seal is intact. If you have opened the pack, there is nothing to send back: the withdrawal right no longer applies and an opened pack cannot be refunded. Please do not post it.
If the seal is intact, send the goods back without undue delay and in any event no later than fourteen days from the day you told us you were withdrawing. Write to us first, so we can expect the parcel.
Return address, for announced returns of unopened goods:
Vincella Group Ltd.
Zeus Street 71
Olympus Village
8540 Tsada, Cyprus
You bear the direct cost of returning the goods.
Refund
We will refund all payments received from you, including the standard delivery cost, without undue delay and no later than fourteen days from the day we are informed of your withdrawal.
We refund using the same means of payment you used, unless you expressly agree otherwise. You will not be charged any fee for the refund.
We may withhold the refund until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earlier.
If you chose a delivery method more expensive than our standard one, we refund the standard cost, not the difference.
Loss of value
You may examine the goods as you would in a shop. You are liable for any diminished value resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Sealed food and hygiene
This is the limit set out at the top of this page, in full. The right of withdrawal does not apply to sealed goods that are unsuitable for return for reasons of health protection or hygiene once unsealed after delivery. Matcha is such a good: once a tin or pouch is open, its contents can no longer be sold to anyone else, and no amount of care on your part changes that.
The seal on every pack carries a notice to this effect. Breaking it is your decision to keep the goods.
Everything else on this page — the fourteen days, the refund, the model form — applies to packs whose seal is intact.
Damaged or wrong deliveries
This page is about changing your mind. If something arrived broken, wrong or late, that is a separate matter and your statutory rights apply in full. Write to info@matchanella.com with a photograph and we will sort it out.