At Smatcha, freshness, quality, and safety come first. We take great care in preparing and packing every order, and we want you to shop with confidence. Please review our returns and refunds policy below.

Perishable Food Products

For hygiene and food safety reasons, all food items sold by Smatcha are classed as perishable goods. This includes, but is not limited to, matcha powder and any other edible products.

As such, we are unable to accept returns or offer refunds on food items once they have been dispatched, unless the product arrives damaged, defective, or incorrect.

This policy is in line with UK food safety regulations and helps us ensure that every customer receives products of the highest quality.

Damaged, Defective, or Incorrect Orders

If your order arrives in a condition that is not as expected, please contact us within 14 days of delivery at shop@smatchalondon.com

To help us resolve the issue promptly, please include:

• Your order number
• A brief description of the issue
• Clear photographs of the item and any relevant packaging

We will review your request and advise on the next steps.

What We Mean by “Defective”

All assessments are made by Smatcha and are defined as follows:

• Food items: Unfit for safe consumption due to contamination, compromised or damaged packaging, or freshness concerns
• Non-food items: Unfit for use due to visible damage, breakage, manufacturing faults, or contamination

Approved Claims

If your claim is approved, we will offer one of the following:

• A full refund to your original payment method, or
• A replacement item, sent at no additional cost

Refunds are processed within 14 days of approval.

Non-Returnable Items

In accordance with UK consumer regulations, we cannot accept returns for:

• Perishable food items (unless damaged, defective, or incorrect)
• Opened or used products
• Items returned outside the 14-day notification period

Delivery & Responsibility

Once an order has been dispatched, Smatcha cannot be held responsible for delays, loss, or damage caused by postal or courier services. In exceptional circumstances, we may offer a refund or replacement at our discretion.

How to Get in Touch

Please contact us before sending any items back. If a return is approved, we will provide full instructions.
Email: shop@smatchalondon.com