Refund & Return Policy

Contact Information

Email: hello@funkymatcha.com

Returns Address:

Funky Matcha
c/o Olsson Ecom AB
Riddargatan 3B
114 35 Stockholm
Sweden

Company Registration Number: 559527-5552

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Order Cancellations (Before Dispatch)

To request a cancellation, email hello@funkymatcha.com and include your order number.

After we receive your request, we will send you a confirmation email with our terms. To proceed, you must reply to that email within 48 hours and include your full name and order number.

If we do not receive your reply within 48 hours, the order may be shipped and our standard return policy will apply.

If a shipping label has already been purchased but the parcel has not yet left our facility, we may refund the order minus the actual label cost and any non-refundable shipping fees incurred.

Once an order has been dispatched or handed to the carrier, it can no longer be cancelled. Please follow the return process outlined below.

EU consumers: please use the online withdrawal function described in the "EU Right of Withdrawal" section below as your primary method of cancelling or withdrawing from your order. It does not require waiting for an email confirmation and is the fastest way to process your request.

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Cancelling Pre-Order Items

If your order includes a pre-order item (a product not yet in stock), you may cancel that part of the order at any time before it is dispatched, unless otherwise stated on the relevant product page. Once a pre-order item has been dispatched, our standard return policy (and, for EU consumers, the EU Right of Withdrawal section below) applies instead.

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Order Amendments

If you wish to make changes to an order (for example, delivery address, product variant, or quantity), please contact hello@funkymatcha.com as soon as possible. We cannot guarantee that changes can be made once an order has begun processing, but we will make reasonable efforts to accommodate your request before dispatch.

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Right of Withdrawal (EU Consumers)

In accordance with applicable EU consumer protection legislation, consumers resident within the European Union may withdraw from their purchase within 14 calendar days from the date they, or a third party designated by them (other than the carrier), receive the final item of the order. Where the 14th day falls on a weekend or public holiday, the withdrawal period is extended to the next business day.

To be eligible for a return:

* Food/consumable products (e.g. matcha powder, pods) must be unopened and in their original, sealed packaging.
* Non-food products must be returned in reasonable condition — unused, in new/unworn condition, with original tags and packaging where applicable.
* Returns may be subject to deductions for diminished value where the product has been handled or used beyond what is necessary to establish its nature, characteristics, and function.
* We do not offer exchanges. To receive a different item, please place a new order.

For bundles, kits, or promotional offers, all products included in the promotion must be returned in order to receive a full refund. Partial returns may result in recalculation of promotional pricing.

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How to Return a Product

EU consumers: please use the online withdrawal function (see "EU Right of Withdrawal" section below) as your primary method of requesting a return.

All other customers:

1. Email hello@funkymatcha.com with your order number.
2. Await return instructions and, where applicable, a return label.
3. Repack the products securely.
4. Send the parcel according to the instructions provided.

Please note:

* The customer is responsible for return shipping costs unless otherwise required by law.
* A 10% restocking fee applies to returns from customers located outside the European Union, and will be deducted from your refund. EU consumers exercising their statutory right of withdrawal are not subject to this fee — see the "EU Right of Withdrawal" section below.
* Returns are generally processed within 1–2 weeks after receipt.
* Return shipping fees vary depending on parcel size, weight, and destination.
* Funky Matcha is not responsible for items damaged due to insufficient packaging during return transit.
* If a return is sent without tracking and becomes lost in transit, we may be unable to issue a refund.
* Any customs duties, import taxes, brokerage fees, or similar charges incurred during a return shipment remain the responsibility of the customer.

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Return Restrictions & Non-Returnable Items

Returns and cancellations may not be accepted for:

* Custom-made or personalised products, once production has started
* Gift cards
* Digital products or downloadable content
* Products with broken or missing seals where consumer protection laws permit exclusion of withdrawal rights
* Goods liable to deteriorate or expire rapidly
* Sealed food products opened after delivery where applicable consumer laws permit exclusion of withdrawal rights

Natural variations in matcha, including colour, flavour, aroma, texture, or appearance, do not constitute defects.

Minor variations in packaging, labelling, product presentation, or manufacturing batches compared with website images are not considered defects and do not qualify for refunds.

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EU RIGHT OF WITHDRAWAL & RETURN POLICY

(Applicable specifically to consumers resident in the European Union)

1. Scope

This section applies specifically to consumers resident in the European Union purchasing from Funky Matcha, operated by Olsson Ecom AB (559527-5552), Riddargatan 3B, 114 35 Stockholm, Sweden.

Where this section conflicts with any other provision of this policy, this section shall prevail for EU consumers.

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2. Your Right of Withdrawal

You have the right to withdraw from your purchase within 14 calendar days without giving any reason.

The withdrawal period expires 14 days after you acquire physical possession of the final item included in your order. Where the 14th day falls on a weekend or public holiday, the withdrawal period is extended to the next business day.

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3. Online Withdrawal Function

To exercise your right of withdrawal, please use our online withdrawal function as your primary method — available through:

* (EU customers only) Our dedicated withdrawal page, accessible via the button labelled "Withdraw from contract here" 

This function is available continuously throughout the 14-day withdrawal period and does not require you to log in or create a customer account.

The process requires two steps:

Step 1 – Initiate

Select the order and products you wish to withdraw from.

Step 2 – Confirm

Confirm your withdrawal request before submission.

After submission, you will automatically receive confirmation via email acknowledging receipt of your withdrawal request.

If you are unable to use the online withdrawal function for any reason, you may alternatively contact hello@funkymatcha.com with your order number.

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4. Effects of Withdrawal

If you withdraw from the contract, we will reimburse payments received from you without undue delay and no later than 14 days after receiving notice of withdrawal.

We may withhold reimbursement until:

* Returned goods have been received; or
* Evidence of return shipment has been provided,

whichever occurs first.

Refunds will be issued using the same payment method used for the original transaction unless otherwise agreed.

Returned goods must be sent back no later than 14 days after notifying us of withdrawal.

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5. Return Shipping Costs

You bear the direct cost of returning the goods unless applicable law provides otherwise.

No restocking fee applies to consumers exercising their statutory right of withdrawal within the European Union.

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6. Condition of Returned Goods

You may inspect goods to the extent necessary to determine their nature, characteristics, and functionality.

Food/consumable products (e.g. matcha powder, pods) must be unopened and in their original, sealed packaging to qualify for a full refund.

Non-food products should be returned unused, in reasonable/new condition, with original tags and packaging where applicable.

If returned goods show signs of use or handling beyond what is necessary for inspection, we may deduct an amount corresponding to the diminished value of the goods, rather than refusing the withdrawal outright.

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7. Exceptions to the Right of Withdrawal

Where permitted by applicable law, withdrawal rights do not apply to:

* Sealed food products opened after delivery
* Goods made according to customer specifications
* Clearly personalised goods
* Goods liable to deteriorate rapidly
* Digital content where performance has begun with the consumer's consent
* Gift cards and similar digital instruments where applicable

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8. Cancellation Before Dispatch

Prior to dispatch, orders may be cancelled using the online withdrawal function (preferred) or by contacting hello@funkymatcha.com. This includes pre-order items — see "Cancelling Pre-Order Items" above, which applies equally to EU consumers.

After dispatch, withdrawal rights apply instead, as described above.

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9. Defective or Incorrect Products

Defective, damaged, or incorrect products are handled under the Complaints & Defective Products section below.

Nothing in this policy limits your statutory consumer rights.

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10. Contact

Email: hello@funkymatcha.com

Postal Address:

Funky Matcha
c/o Olsson Ecom AB
Riddargatan 3B
114 35 Stockholm
Sweden

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11. Governing Law

This section is governed by mandatory consumer protection laws applicable in your country of residence and Swedish law where not prohibited by mandatory legislation.

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Tracking, Delivery Notifications & Customer Responsibility

After dispatch, tracking information is automatically sent to the email address provided at checkout.

Additional SMS or email notifications may be provided by the carrier.

Customers are responsible for:

* Providing accurate delivery information
* Providing a valid email address and phone number
* Monitoring tracking updates
* Collecting parcels within the carrier's collection period

Carrier notifications cannot be guaranteed.

Failure to receive an SMS or email notification does not remove the customer's responsibility to monitor tracking information.

If carrier tracking shows the parcel has been made available at the designated pickup point or delivery location, the shipment will generally be considered delivered regardless of whether a separate notification was received.

Failure to monitor tracking or collect the parcel may result in the shipment being treated as a customer-caused failed delivery.

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Unclaimed Shipments, Refused Deliveries & Customer-Caused Failed Delivery

A shipment may be considered a customer-caused failed delivery if delivery cannot be completed due to:

* Unclaimed parcels
* Refused deliveries
* Incorrect or incomplete address information
* Unreachable recipients
* Failure to pay import duties, VAT, GST, customs fees, or similar charges

Returned shipments resulting from such circumstances are treated as customer-caused returns.

For EU consumers, this section does not affect statutory withdrawal rights described above.

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Refunds for Customer-Caused Returns

Refunds may be reduced by:

* Original shipping costs
* Carrier return fees
* Customs and clearance fees
* Administrative charges
* Additional transportation costs
* A fixed handling fee of 100 SEK (higher for heavy or special-handling parcels)

These deductions apply to costs actually incurred by Funky Matcha as a result of the failed delivery.

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Unpaid Duties & Customs Refusal

If a shipment is delayed, returned, abandoned, destroyed, or otherwise affected due to unpaid import duties, VAT, GST, customs charges, or similar fees:

* Any refund may be reduced by all costs incurred by Funky Matcha.
* Refund eligibility will be assessed based on the circumstances and any costs incurred.
* Where goods cannot be recovered, refund eligibility may be reduced accordingly.

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Re-Shipping After Failed Delivery

If re-shipment is requested after a failed delivery:

* All return-related costs must first be paid.
* A new shipping fee will apply.
* Any carrier, customs, administrative, or handling costs may be charged before re-shipment.

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Address Requirements

Customers are responsible for providing complete and accurate delivery information using Latin characters (English alphabet).

If delivery fails due to incorrect, incomplete, or non-standard address formatting, Funky Matcha shall not be liable for resulting delays, losses, carrier fees, or failed deliveries.

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Complaints & Defective Products

If you receive a defective, damaged, or incorrect product, please contact hello@funkymatcha.com and provide:

* Order number
* Description of the issue
* Clear photographs of the product and packaging

Complaints should be submitted within a reasonable time after the issue has been discovered.

We assess complaints individually in accordance with applicable consumer protection laws.

Where a complaint is approved, we may:

* Repair the product
* Replace the product
* Provide a partial refund
* Provide a full refund where appropriate

Additional shipping costs may be reimbursed where legally required or deemed appropriate.

For international orders, defective products may in certain circumstances be disposed of locally rather than returned.

Where only part of a bundle, multi-pack, or set is defective, compensation may be limited to the affected units.

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Refunds

Approved refunds are issued to the original payment method.

Processing times typically range from 5–10 business days but may vary depending on payment providers and financial institutions.

Where cancellation occurs after a shipping label has been purchased but before dispatch, label costs may be deducted.

Original shipping charges are non-refundable except where required by law or where the return results from an error attributable to Funky Matcha.

Our liability shall not exceed the amount paid for the affected products.

Chargebacks or payment disputes should not be initiated before contacting us and allowing a reasonable opportunity to resolve the issue.

Where a chargeback is initiated despite a valid delivery, customer-caused failed delivery, or other circumstances covered by this policy, Funky Matcha reserves the right to submit carrier tracking information, correspondence, and order records as evidence in the dispute process.

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Force Majeure

Funky Matcha shall not be liable for delays or failures caused by circumstances beyond our reasonable control, including but not limited to:

* Natural disasters
* Government actions
* War or armed conflict
* Epidemics or pandemics
* Customs delays
* Postal or transportation disruptions
* Labour disputes
* Technical failures outside our control

In such cases, we may delay, suspend, or cancel affected orders.

Where an order is cancelled before delivery, customers will receive a refund for products that were not delivered.

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Fraud Prevention & Order Refusal

Funky Matcha reserves the right to refuse, limit, cancel, or refund any order where fraud, abuse, reseller activity, unusual purchasing patterns, or other suspicious activity is reasonably suspected.

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Governing Law

This policy shall be governed by Swedish law except where mandatory consumer protection legislation in the customer's country of residence provides otherwise.