Refund policy

Returns & Refunds Policy 

We want you to love your Popcha order. If something isn’t right, here’s how returns and refunds work.

14-Day Returns (Change of Mind)

You can request a return within 14 days of receiving your order.

Eligible items (important for matcha products):

• Unopened, unused matcha (sealed, original packaging intact).

• Matcha kits/accessories that are unused and not damaged, returned in original condition with all included parts.

To start a return, you must contact us within the 14-day window. Once your return is approved, you must send the item(s) back within 14 days of receiving our approval and return instructions.

Damaged or Defective Items

If your item arrives damaged or defective:

• Please contact us within 5 days of delivery.

• Include your order number, a brief description of the issue, and clear photos of:

  • the damage/defect

  • the item (and any labels/packaging, if applicable)

  • the shipping packaging (if relevant)

We’ll review your claim and arrange a replacement or refund where applicable.

How to Start a Return

Email us at hello@popcha.eu with:

• your order number

• the item(s) you’d like to return

• the reason for return

• photos (required for damaged/defective items)

We’ll confirm eligibility and send return instructions. Once we receive and inspect your return, we’ll process your refund (if approved).

Return Conditions (Important)

Returns may be refused if:

• matcha is opened, unsealed, or used

• kits/accessories show use or are returned damaged

• items are returned in a condition that’s not original, or with missing components

• the return is requested outside the timelines listed above

Refunds

We will notify you once we’ve received and inspected your return and let you know whether your refund is approved.

If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please note that your bank or card provider may take additional time to post the refund.

If more than 15 business days have passed since we approved your return, please contact us at hello@popcha.eu.

Shipping Fees

Shipping fees (if charged) are typically non-refundable, unless the return is due to a damaged or defective item.

Need Help?

Email us anytime at hello@popcha.eu — we’re here to help.