Refund policy
Right of withdrawal – 14 days
You have the right to withdraw from your order without giving any reason within 14 days from the day on which you, or a person designated by you, received the products. To exercise this right, let us know before the period expires by email at shop@nourishmatcha.com, by phone at +359 886 001 018, or via our Return Form. Please include your order number and the products you are returning.
Items that cannot be returned
Matcha is a food product. Under Article 57 of the Bulgarian Consumer Protection Act (Article 16(e) of Directive 2011/83/EU), the right of withdrawal does not apply to sealed goods that have been unsealed after delivery and are not suitable for return due to health protection or hygiene reasons.
– Matcha can only be returned in its original, unopened packaging with the protective seal intact.
– Accessories (whisk, bowl, scoop) can only be returned unused and in their original packaging.
How to return a product
- Notify us of your withdrawal within the 14-day period.
- Send the products back within 14 days of your notice to: Veganna LTD, 38G Stefan Karadzha Blvd., 8800 Sliven, Bulgaria.
- The cost of return shipping is borne by you.
Refunds
We refund the amount paid for the products, plus the standard cost of the original delivery, within 14 days of receiving your notice. We may withhold the refund until we have received the products back or you have provided proof that you have sent them. Card payments are refunded to the same card. For cash on delivery orders, we will ask you for your IBAN.
Damaged, defective or incorrect items
Please inspect your parcel on delivery. If a product is damaged, defective or not what you ordered, email us as soon as possible at shop@nourishmatcha.com with your order number and photos. In these cases we cover all costs and send you a replacement or refund you – even if the packaging has been opened.
Contact: Veganna LTD – Sliven, Bulgaria
shop@nourishmatcha.com · +359 886 001 018
