MatchaBulk® operates as a B2B wholesale supplier. All products are sold to businesses (cafés, retailers, distributors and beverage brands) and are not intended for consumer retail purchases through this website.

Please review our return policy carefully before placing an order.

1. Food Safety & Perishable Goods

Due to the nature of our products (food ingredients), returns are generally not accepted once goods have been delivered and accepted.

For safety and quality control reasons, we cannot restock returned food products.

2. Damaged or Incorrect Orders

If your order arrives:

  • Damaged in transit

  • Incorrect (wrong product or quantity)

  • With visible packaging defects

You must notify us within 48 hours of delivery.

Please include:

  • Order number

  • Photos of the shipment and packaging

  • Description of the issue

Upon verification, we may offer:

  • Replacement shipment

  • Partial refund

  • Full refund

  • Credit toward future orders

at our sole discretion.

3. Quality Claims

All matcha is batch-tested and supplied with documentation upon request.

If you believe there is a quality issue, you must notify us within 7 days of delivery and provide:

  • Batch / LOT number

  • Detailed description

  • Photos or supporting evidence

Products must not be used, repackaged or resold before the claim is assessed.

If a verified quality defect is confirmed, we will offer an appropriate solution, which may include replacement or refund.

4. Order Cancellations

Orders may be cancelled only before shipment confirmation.

Once an order has been dispatched from our EU warehouse, it cannot be cancelled.

5. Shipping Costs

Shipping costs are non-refundable unless the return is due to:

  • Our error

  • Verified product defect

  • Damage during transit

6. Limitation of Liability

MatchaBulk® shall not be liable for:

  • Improper storage after delivery

  • Incorrect preparation

  • Third-party handling

  • Loss of business or indirect damages

Buyers are responsible for proper storage in accordance with food safety standards.

7. Contact for Claims

All return or refund requests must be submitted via email:

hello@matchabulk.eu

Please include your company name and order reference for faster processing.