Returns and Refund Policy

Shipping Policy

Shipping policy

At SMATCHA, we’re committed to getting your order to you quickly and safely. Please review our delivery policy below for important information about order processing, shipping, and delivery times.

Order Processing

Orders are typically processed within 1–2 business days (excluding weekends and holidays).
You will receive an email confirmation once your order has been received and another notification when it has been shipped.

Shipping Methods & Rates

We offer Standard and Express shipping options at checkout.
Shipping rates are calculated based on your location and selected shipping method.

Free standard shipping may be available on qualifying orders. Check our homepage or promotions for current offers.

Estimated Delivery Times

Shipping Method	Estimated Delivery Time
Standard	2–4 business days
Express	1–2 business days

Delivery times may vary based on your location and carrier conditions.

Order Tracking

Once your order ships, you will receive a tracking number via email. You can use this number to track your shipment through the carrier’s website.

Return & Refund Policy

Return and Refund Policy

We want you to love your purchase — but if something isn’t quite right, we’re here to make it right. Please read our return and refund policy below.

Return Eligibility:

What Can Be Returned
–       Unused and unopened products (especially food items like matcha powder).
–       Items in their original, undamaged packaging

What Cannot Be Returned
–       Opened or used Matcha powder due to hygiene and safety regulations
–       Kits with missing or used components
–       Items not returned within the timeframe

Damaged or Faulty Items:
Received something damaged, faulty, or not as described? Let us know within 14 days of receiving your order. We will offer a full refund or free replacement including return postage.  Just email us with:
–       Your order number
–       A brief description of the issue
–       A clear photo of item

Refunds:
Once your return is received and inspected, you will be contacted via email.
–       If approved, your refund will be processed within 14 days to your original payment method
–       Original delivery charges are non-refundable
–       Return shipping is at your cost (unless the item is faulty or incorrect)

How to return:
Please contact us before sending anything back and use a tracked shipping method to ensure it arrives safely. We are not responsible for returns lost in transit.

Email: Return Address:

This Privacy Policy describes how SMATCHA (the “Site”, “we”, “us”, or “our”) collects, uses, and discloses your personal information when you visit, use our services, or make a purchase from www.smatchalondon.com (the “Site”) or otherwise communicate with us regarding the Site (collectively, the “Services”). For purposes of this Privacy Policy, “you” and “your” means you as the user of the Services, whether you are a customer, website visitor, or another individual whose information we have collected pursuant to this Privacy Policy

Please read this Privacy Policy carefully.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on the Site, update the “Last updated” date and take any other steps required by applicable law.

How We Collect and Use Your Personal Information

To deliver our Services, we collect personal information about you from various sources, as detailed below. The type of information we gather and how we use it depends on how you interact with us.

In addition to the specific purposes outlined below, we may use the information we collect to communicate with you, enhance or improve our Services, fulfil legal obligations, enforce our terms of service, and protect the Services, our rights, and the rights of our users or others.

What Personal Information We Collect

The nature of the personal information we collect depends on how you interact with our website and use our services. When we refer to “personal information,” we mean any data that identifies, relates to, describes, or can reasonably be linked to you. The sections below outline the categories and specific types of personal information we may collect.

Information We Collect Directly from You

Information you provide to us directly through our Services may include:

Contact Information: Such as your name, postal address, email address, and phone number.
Order Details: Including your name, billing and shipping addresses, payment confirmation, email address, and contact number.
Account Credentials: Including your username, password, security questions, and other data used for account verification and security.
Shopping Activity: Such as items viewed, added to your cart, purchased, or saved to your account. This also includes details related to loyalty points, product reviews, referrals, or gift card usage.
Customer Support Communications: Any information you choose to share with us when contacting customer service or submitting inquiries through the Services.

Certain features of our Services may require you to provide this information. While you are not obligated to do so, choosing not to provide requested information may limit your ability to access or use specific features.

Information We Collect about Your Usage

We may also automatically collect certain information related to your interaction with our Services, referred to as “Usage Data.” This is typically gathered through the use of cookies, pixels, and similar tracking technologies (“Cookies”). Usage Data may include details about how you access and navigate our Site or use your account, such as device type, browser settings, network information, IP address, and other data related to your activity and engagement with the Services.

Information We Obtain from Third Parties

We may also receive personal information about you from third parties, including vendors and service providers that collect data on our behalf. This may include:
Platform providers that support the operation of our website and Services, such as Shopify.
Payment processors, who collect and process payment details (e.g., bank account information, credit or debit card details, billing address) to complete your transactions and deliver the products or services you have purchased, as part of fulfilling our contractual obligations.
When you browse our Site, interact with our emails, advertisements, or use our Services, we—or third parties acting on our behalf—may automatically gather information through tracking technologies such as cookies, pixels, web beacons, software development kits (SDKs), and third-party libraries.
Any information we receive from third-party sources will be handled in accordance with this Privacy Policy. For more information, please refer to the section titled Third-Party Websites and Links.

How We Use Your Personal Information

1. Providing Products and Services  We use your personal information to deliver our Services and fulfil our contractual obligations to you. This includes processing payments, completing and managing your orders, sending account- and transaction-related notifications (such as those regarding purchases, returns, or exchanges), managing your account, arranging for shipping, and facilitating returns or exchanges. Additionally, we may enhance your shopping experience by allowing Shopify to associate your account with other Shopify services you may use. In such cases, Shopify will handle your information in accordance with its Privacy Policy and Consumer Privacy Policy.

2. Marketing and Advertising  Your personal information may be used for marketing and promotional activities, including sending marketing emails, SMS messages, and postal mail, as well as displaying targeted advertisements. This may involve tailoring the content and promotional offers you see on our website or on third-party platforms to better suit your preferences and interests.

3. Security and Fraud Prevention  We process your personal information to identify, investigate, and address potential fraud, illegal activities, or security threats. If you register an account with us, you are responsible for keeping your login credentials secure. We strongly advise against sharing your username, password, or any access details with others. If you suspect that your account has been compromised, please notify us immediately.

4. Communication and Service Improvement  We use your personal data to communicate with you, respond to your enquiries, and provide customer support. Additionally, we analyse feedback and usage data to improve the quality and functionality of our Services. This use of your information is based on our legitimate interests in maintaining customer satisfaction and improving the user experience.

Cookies

Like many websites, we use cookies on our Site. For detailed information about the cookies associated with operating our store through Shopify, please refer to Shopify’s Cookie Policy: https://www.shopify.com/legal/cookies.

We use cookies to operate, maintain, and enhance our Site and Services. This includes remembering your preferences and actions to improve your browsing experience, conducting analytics, and gaining insights into how users interact with our Services—all in support of our legitimate interest in optimising performance and functionality.

We may also allow third-party partners and service providers to place cookies on our Site. These cookies help us personalise and improve the products, services, and advertising you see both on our Site and across other websites.

While most web browsers accept cookies by default, you can adjust your browser settings to refuse or remove cookies. Please note that disabling or blocking cookies may impact your experience on our Site and could cause certain features or services to function improperly or become unavailable. Additionally, blocking cookies may not completely prevent the sharing of data with third parties, including advertising partners.

Our Site also supports the Global Privacy Control (GPC) signal. If you activate GPC through your browser or device, we will treat it as a valid request to opt out of certain data sharing or targeted advertising for that specific browser or device. Where possible, and if we can associate the device with a Shopify account, we will apply the opt-out preference to that account as well. To learn more about GPC, visit https://globalprivacycontrol.org/.

Apart from the Global Privacy Control, we do not currently respond to other “Do Not Track” signals sent by web browsers or devices.

How We Disclose Personal Information

In specific circumstances, we may share your personal information with third parties for the purposes of fulfilling contractual obligations, pursuing legitimate business interests, and other reasons in accordance with this Privacy Policy. These circumstances may include the following:
With service providers and vendors who carry out functions on our behalf, such as IT support, payment processing, data analytics, customer service, cloud hosting, order fulfilment, and shipping.
With business and marketing partners for the provision of services or to deliver advertisements. These partners will process your information according to their own privacy policies.
With third parties at your request or with your consent, such as when shipping products to you or when you use social media features or third-party login options.
With our affiliates or within our corporate group, as part of our legitimate interest in operating an efficient and cohesive business.
In connection with business transactions, such as mergers, acquisitions, asset sales, or bankruptcy proceedings; or as required by law, including to respond to lawful requests (e.g., subpoenas, court orders); or to enforce our terms of service and protect the integrity of our Services, our legal rights, or the rights of others.

We disclose the following categories of personal and sensitive personal information for the purposes described above under “How We Collect and Use Your Personal Information” and this section:

This website is operated by SMATCHA. Throughout the site, the terms “we,” “us,” and “our” refer to SMATCHA. SMATCHA offers this website, including all information, tools, and services available from this site, to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.

By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools that are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change, or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted on Shopify, Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

SECTION 1 – ONLINE STORE TERMS

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).

You must not transmit any worms or viruses or any code of a destructive nature.

A breach or violation of any of the Terms will result in an immediate termination of your Services.

SECTION 2 – GENERAL CONDITIONS

We reserve the right to refuse service to anyone for any reason at any time.

You understand that your content (not including credit card information) may be transferred unencrypted and involve (a) transmissions over various networks and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

You agree not to reproduce, duplicate, copy, sell, resell, or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided without express written permission by us.

The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

SECTION 3 – ACCURACY, COMPLETENESS, AND TIMELINESS OF INFORMATION

We are not responsible if information made available on this site is not accurate, complete, or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete, or more timely sources of information. Any reliance on the material on this site is at your own risk.

This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

SECTION 4 – MODIFICATIONS TO THE SERVICE AND PRICES

Prices for our products are subject to change without notice.

We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.

We shall not be liable to you or to any third party for any modification, price change, suspension, or discontinuance of the Service.

SECTION 5 – PRODUCTS OR SERVICES

Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.

We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor’s display of any colour will be accurate.

We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region, or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.

We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations or that any errors in the Service will be corrected.

SECTION 6 – ACCURACY OF BILLING AND ACCOUNT INFORMATION

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household, or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the email and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers, or distributors.

You agree to provide current, complete, and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more detail, please review our link of our refund policy on our website.

And it is expressly agreed that in the case of any “Private Label” purchases, as reasonably identified by orders such as, but not limited to, where a retailer or future retailer expects to use products purchased under a Private Label arrangement (usually in quantities of 100 or more, but not always) for the purpose of re-sale or similar business purposes: said purchase(s) and associated interactions between purchaser and SMATCHA are to be bound explicitly by private arbitration. We reserve the right to forgo this binding at our sole discretion.

Private Label customers also agree to not reference SMATCHA in any regard in their marketing or product or business materials, or similar materials or digital properties.

SECTION 7 – OPTIONAL TOOLS

We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.   You acknowledge and agree that we provide access to such tools “as is” and “as available” without any warranties, representations, or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.
Any use by you of optional tools offered through the site is entirely at your own risk and discretion, and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).

We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.

SECTION 8 – THIRD-PARTY LINKS

Certain content, products, and services available via our Service may include materials from third parties.

Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy, and we do not warrant and will not have any liability or responsibility for any third-party materials or websites or for any other materials, products, or services of third parties.

We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third party’s policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

SECTION 9 – USER COMMENTS, FEEDBACK, AND OTHER SUBMISSIONS

If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, ‘comments’), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate, and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence, (2) to pay compensation for any comments, or (3) to respond to any comments.

We may, but have no obligation to, monitor, edit, or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene, or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.

You agree that your comments will not violate any right of any third party, including copyright, trademark, privacy, personality, or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive, or obscene material or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false email address, pretend to be someone other than yourself, or otherwise mislead us or third parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third party.

Your submission of personal information through the store is governed by our Privacy Policy. View our link of our privacy policy on our website.

SECTION 10 – PERSONAL INFORMATION  
Your submission of personal information through the store is governed by our Privacy Policy.

SECTION 11 – ERRORS, INACCURACIES, AND OMISSIONS

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times, and availability. We reserve the right to correct any errors, inaccuracies, or omissions and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

We undertake no obligation to update, amend, or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website should be taken to indicate that all information in the Service or on any related website has been modified or updated.

SECTION 12 – PROHIBITED USES

In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial, or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

SECTION 13 – DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY

We do not guarantee, represent, or warrant that your use of our service will be uninterrupted, timely, secure, or error-free.
We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.

You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.

You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided ‘as is’ and ‘as available’ for your use, without any representation, warranties, or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.

In no case shall SMATCHA, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers, or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation, lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability, or otherwise, arising from your use of any of the service or any products procured using the service or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

SECTION 14 – INDEMNIFICATION

You agree to indemnify, defend, and hold harmless SMATCHA and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns, and employees harmless from any claim or demand, including reasonable attorneys’ fees, made by any third party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference or your violation of any law or the rights of a third party.

SECTION 15 – SEVERABILITY

In the event that any provision of these Terms of Service is determined to be unlawful, void, or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

SECTION 16 – TERMINATION

The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.

These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services or when you cease using our site.

If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice, and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

SECTION 17 – ENTIRE AGREEMENT

The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.

These Terms of Service and any policies or operating rules posted by us on this site or in respect to the Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications, and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).

Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

SECTION 18 – GOVERNING LAW

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of United Kingdom.

SECTION 19 – CHANGES TO TERMS OF SERVICE

You can review the most current version of the Terms of Service at any time at this page.

We reserve the right, at our sole discretion, to update, change, or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

SECTION 20 – CONTACT INFORMATION

Questions about the Terms of Service should be sent to us at (our customer support email address).

SECTION 21 – SOCIAL MEDIA SUBMISSIONS

By submitting any social media content or other digital assets reasonably associated with SMATCHA’s engagement programs—including but not limited to the Affiliate Program, Ambassador Program, and the 30-Day “Matcha Challenge”—participants agree to the full and irrevocable transfer of all rights related to the submitted content.

This includes all content made visible to SMATCHA through its official media channels. Upon submission, SMATCHA retains the unrestricted right to use, modify, reproduce, and distribute the content for any commercial or promotional purposes, in perpetuity and without further permission or compensation to the original creator.

Shipping Policy
FAQs
Privacy Policy
Terms of Service
Return & Refund Policy

Shipping Policy
FAQs
Privacy Policy
Terms of Service
Return & Refund Policy

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