Refund policy

Last updated: October 15, 2026

Returns and cancellations

This policy applies to purchases from Matcha Wholesale Ltd. It distinguishes purchases made by consumers acting wholly or mainly outside their trade or profession (“Consumers”) from purchases made for business purposes (“Business Customers”). Nothing in this policy limits statutory rights.

1. Consumer change-of-mind cancellations. For most online purchases, Consumers may cancel within 14 days after receiving the goods, without giving a reason. For goods delivered regularly under a single contract, the statutory cancellation period may run from receipt of the first delivery. To cancel, email hello@matchawholesale.co.uk with your name, order number and a clear statement that you wish to cancel. You may use the model cancellation wording at the end of this policy, but are not required to do so.

2. Exceptions. Statutory cancellation rights do not apply in certain circumstances, including sealed goods genuinely unsuitable for return for health-protection or hygiene reasons once unsealed after delivery, and goods inseparably mixed with other items after delivery. These exceptions are assessed according to the goods and applicable law; opening a package does not automatically remove every consumer right. Goods liable to deteriorate or expire rapidly may also be excluded where the statutory conditions are met. This does not affect rights relating to faulty or misdescribed goods.

3. Returning cancelled consumer orders. Unless we offer to collect, return the goods within 14 days after notifying us of cancellation to Matcha Wholesale Ltd, 63 New Road, Weston Turville, Aylesbury, Buckinghamshire HP22 5QY, United Kingdom. You ordinarily pay the direct return cost where this was disclosed before purchase. Take reasonable care of goods; we may deduct a lawful amount for handling beyond what is necessary to establish their nature, characteristics and functioning.

4. Consumer refunds. We refund the price paid and the cost of the least expensive standard outbound delivery offered (where required by law), using the original payment method unless agreed otherwise. We will refund within 14 days after receiving returned goods or evidence of their return, whichever is earlier, or within 14 days of cancellation if no return is required. We do not refund the extra cost of premium delivery chosen by the Consumer.

5. Business Customer returns. Business Customers may request return of unused, unopened, resaleable goods within 14 calendar days of delivery. Returns require our written authorisation and are not guaranteed unless agreed in writing. Business Customers pay return carriage unless the return is due to our breach. We may decline change-of-mind returns for special-order goods or stock that can't safely be resold. Authorised refunds are made after inspection and may exclude original delivery costs and reasonable, disclosed handling costs.

6. Incorrect, damaged or defective goods. Notify us promptly at hello@matchawholesale.co.uk with the order number, batch details and photographs where available. Business Customers should report visible shortages or transit damage within three working days and other reasonably discoverable defects within seven working days; latent defects should be reported promptly after discovery. These are notification requirements, not a waiver of non-excludable rights. Keep affected goods, packaging and batch identifiers available for inspection and do not use suspected unsafe goods. Consumers retain all remedies under the Consumer Rights Act 2015, including applicable short-term rejection, repair/replacement and refund rights.

7. Food safety. If you suspect contamination or a safety issue, stop using or distributing the affected batch, isolate it and contact us immediately. We may request reasonable information to investigate and fulfil traceability or recall obligations.

8. Return address and contact. Matcha Wholesale Ltd, 63 New Road, Weston Turville, Aylesbury, Buckinghamshire HP22 5QY, United Kingdom. Email: hello@matchawholesale.co.uk. Contact us before sending goods so we can provide return instructions.

Model consumer cancellation wording: “I hereby give notice that I cancel my contract for the sale of [goods], ordered on [date] and received on [date]. Name: [name]. Address: [address]. Date: [date].”