Refund policy

1. General Information

This Returns & Refunds Policy applies to purchases made through the Uchawan online store.

We take great care to ensure that all products are authentic, fresh, and consistent with their descriptions. Due to the natural characteristics of food products such as matcha and tea, slight variations in colour, aroma, or texture may occur between batches.

2. Right of Withdrawal

In accordance with applicable consumer protection laws, customers have the right to withdraw from a purchase within 14 days of receiving the goods, without giving any reason, except in cases described below.

To exercise the right of withdrawal, customers must contact us at:
contact@uchawan.pl

The withdrawal period is met if the message is sent before the 14-day period expires.

3. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

  • sealed food products (including matcha and tea) that have been opened after delivery, for health and hygiene reasons;

  • products made or packaged to individual specifications;

  • products with a short shelf life or that deteriorate quickly.

Opening the packaging, breaking the seal, or removing the lid of food products excludes them from return.

4. Returns Procedure

To initiate a return, customers must first contact us at:
contact@uchawan.pl

After receiving the request, we will provide the necessary return instructions, including the return address.

Returned products must be unused and in their original packaging.

Return shipping costs are borne by the customer, unless otherwise required by law.

5. Refunds

If a withdrawal is accepted, the refund will be made within 14 days from the date we receive the returned goods or proof of return, using the same payment method as the original transaction.

6. Complaints & Non-Conformity

If a product is delivered incorrectly or shows a clear non-conformity with the order, customers should contact us at:
contact@uchawan.pl

Minor differences resulting from the natural origin of the product, such as variations in colour, aroma, or appearance, do not constitute a defect.

If a complaint is accepted, we will provide a solution in accordance with applicable consumer law, such as a replacement or a refund.

This policy does not limit statutory consumer rights.