Refund Policy

Returns and refunds

We want you to love your Popcha order. If something is not right, here is how returns and refunds work.

14-day right of withdrawal

Under EU consumer law you have the right to return your order within 14 days of receiving it, without giving a reason.

What you can return:

• Unopened, unused matcha, with the original seal intact.
• Matcha kits and accessories that are unused and undamaged, returned in their original condition with all included parts.

To start a return, contact us within the 14-day window. Once your return is approved, send the items back within 14 days of receiving our return instructions.

Hygiene exception

For hygiene and food-safety reasons, opened matcha cannot be returned for a change of mind. This is a recognised exception under EU consumer law (Directive 2011/83/EU, Art. 16(e)) for sealed goods that are not suitable for return once the seal has been broken.

Damaged or defective items

If your order arrives damaged or defective:

• Contact us within 5 days of delivery at hello@popcha.eu.
• Include your order number, a short description of the issue, and clear photos of the damage and the shipping packaging.

We will arrange a replacement or refund where applicable, at no cost to you.

How to start a return

Email hello@popcha.eu with:

• your order number;
• the items you want to return;
• the reason for return;
• photos, if the items are damaged or defective.

We will confirm eligibility and send return instructions. Once we receive and inspect your return, we will process the refund if approved.

Return conditions

Returns may be refused if:

• matcha is opened, unsealed, or used;
• kits or accessories show use or are returned damaged;
• items are returned in a condition that is not original, or with missing components;
• the return is requested outside the timelines listed above.

Refunds

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

If approved, refunds are issued to your original payment method within 10 business days. Your bank or card provider may take additional time to post the refund to your account.

If more than 15 business days have passed since we approved your return and you have not received the refund, contact us at hello@popcha.eu.

Shipping costs

Outbound shipping fees, if charged, are non-refundable unless the return is due to a damaged or defective item or our error. In those cases we cover the return shipping as well.

For change-of-mind returns, you are responsible for the cost of returning the item to us.

Need help?

Email us anytime at hello@popcha.eu. We are here to help.