Verzendbeleid

Shipping & Return Policy

This Shipping & Return Policy describes the terms and conditions under which Suiren Matcha ("Suiren Matcha", "we", "us", "our") processes the shipment of products purchased through the website www.suirenmatcha.com (the "Website"), as well as the applicable procedures regarding returns, exchanges, and cancellations.

By placing an order through the Website, you agree to the terms set out in this policy.

1. Shipping Policy

1.1 Shipping Destinations

We currently ship to customers in the Netherlands, Belgium, and selected countries within the European Union.

International shipping outside the EU is available upon request and is subject to prior written agreement.

1.2 Processing Time

Orders are processed within 1–2 business days after full payment has been received, excluding weekends and public holidays.

In the event of a delay, customers will be notified promptly via email.

All shipments are carried out, at Suiren Matcha's discretion, by reliable courier services such as PostNL and DHL.

1.3 Shipping Costs

Netherlands & Belgium

  • Free shipping on orders of €30.00 or more (including VAT).

  • Orders below this amount are subject to a flat shipping fee of €5.00.

Other EU Countries

  • Free shipping on orders of €50.00 or more (including VAT).

  • Orders below this amount are subject to a flat shipping fee of €9.99.

Any import duties, taxes, or customs charges are the sole responsibility of the recipient.

1.4 Risk of Loss

The risk of loss or damage to the goods passes to the customer upon delivery to the shipping address provided during the checkout process.

2. Right of Withdrawal & Return Policy

2.1 Statutory Right of Withdrawal

In accordance with Directive 2011/83/EU on Consumer Rights, private consumers have the right to withdraw from the purchase agreement within 14 calendar days after receiving the product, without providing any reason.

Suiren Matcha voluntarily extends this period to 30 days for additional customer convenience.

2.2 Exceptions to the Right of Withdrawal

The right of withdrawal does not apply in the following cases:

  • Sealed food products (including ceremonial matcha) that have been unsealed after delivery due to health protection and hygiene regulations.

  • Customized or personalized products.

  • Items that cannot be returned due to their nature (e.g., perishable goods).

2.3 Conditions for a Valid Return

Products must be returned unused, unopened, undamaged, and in their original packaging, together with the original proof of purchase.

To initiate a return, you must submit a written request within 30 days of shipment by emailing info@suirenmatcha.com, including:

  • Your original order number;

  • The reason for the return;

  • Photos as evidence (in the case of damaged or defective items).

Once your request has been approved, we will provide you with return instructions and the correct return address.

2.4 Return Shipping & Refunds

Return shipping costs are entirely the responsibility of the customer unless the product is defective or incorrect.

If the entire order is returned, only the product price will be refunded. The original shipping costs are non-refundable.

Approved refunds will be processed within 14 days after receipt and inspection of the returned items using the original payment method.

Suiren Matcha reserves the right to refuse returns that do not meet the conditions outlined above.

3. Damaged or Defective Products

If you receive an item that has been damaged during transport or is otherwise defective, please contact us within 5 calendar days of delivery by emailing info@suirenmatcha.com.

Please include your order number and photographs as evidence.

If your claim is approved, we will provide either a free replacement product or a full refund at no additional cost.

4. Exchanges

Exchanges are only available for items that were damaged or incorrectly delivered.

For all other reasons, customers are advised to place a new order and return the original item following our standard return procedure.

5. Final Provisions

This policy may be updated at any time without prior notice. The version in effect at the time your order was placed will apply.

If you have any questions or complaints regarding this policy, please contact us:

Suiren Matcha
Email: info@suirenmatcha.com
Website: www.suirenmatcha.com
Chamber of Commerce (KvK): 71561706
VAT Identification Number: NL002387080B10