Refund policy
Refund & Return Policy
Contact Information
Email: hello@funky-matcha.comReturns Address:
Funky Matcha
c/o Olsson Ecom AB
Riddargatan 3B
114 35 Stockholm
Sweden
Company Registration Number: 559527-5552
Order Cancellations (before dispatch)
To request a cancellation, email hello@funky-matcha.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 will be shipped automatically and our standard return policy (below) will apply.
If a shipping label has already been purchased but the parcel has not yet left our facility, we will refund the order minus the actual label cost and any non-refundable shipping fees.
Once an order is dispatched/handed to the carrier, it can no longer be cancelled; please follow the return process.
Right of Withdrawal (EU Consumers)
In accordance with EU distance selling rules, you may withdraw from your purchase within 14 calendar days from the day you receive the item.
To be eligible for a return:
The item and its original packaging must be unopened, unused, and undamaged.
If the product or packaging is opened or damaged, we may refuse the return or deduct an amount corresponding to the loss in value.
Returns are not accepted for items used for personal or commercial purposes.
We do not offer exchanges. If you wish to change an item, return the original (if eligible) and place a new order.
For bundles/promotions, all items in the offer must be returned to qualify for a full refund. Partial returns may trigger a recalculation of the promotional price.
How to Return a Product
Ensure your request meets our conditions above.
Email hello@funky-matcha.com with your order number to request a return label.
Complete the return form sent via email.
Carefully re-pack the items to avoid damage in transit.
Print and attach the return label and drop off at your nearest service point.
Please note:
The customer is responsible for the return shipping cost; it will be deducted from the refund.
Returns are typically processed within 1–2 weeks from the date we receive the parcel.
Return fees vary by size/weight.
Funky Matcha is not responsible for damage during return shipping—please pack securely.
If a return is sent without tracking and is lost in transit, we cannot refund.
For international returns, all customs duties, import taxes, and clearance fees are the responsibility of the customer.
Exceptions to the Right of Withdrawal
Opened products (for hygiene reasons)
Custom-made or made-to-order items
Gift cards or digital products
Products with broken or missing seals
Perishables or items with a limited shelf life
Natural variations in matcha (color, taste, or texture) do not constitute a defect and are not grounds for return or refund.
Minor variations in packaging, labeling, or product presentation compared to website images are not considered defects and do not qualify for refund.
Tracking, Delivery Notifications & Customer Responsibility.
After your order has been dispatched, a tracking numer or link is automatically sent to the email address provided at checkout. Depending on the carrier and destination country, additional notifications may be sent by SMS or email. We always recommend using Aftership for worldwide tracking.
To ensure successful delivery, the customer is responsible for:
providing a valid and accessible email address and phone number at checkout
monitoring the tracking link regularly after dispatch
contacting us promptly if no delivery notice is received within a reasonable timeframe
collecting the parcel before the carrier’s deadline once the tracking shows that the shipment has reached a pickup point or service location
Delivery notifications (SMS/email alerts) are handled exclusively by the carrier and cannot be guaranteed.
A lack of notification does not remove the customer’s responsibility to follow the tracking information and to collect the parcel on time.
If the carrier marks the parcel as delivered to a pickup point or delivery location, the shipment is considered delivered even if the customer did not receive an SMS or email notification.
Failure to monitor tracking or failure to collect the shipment within the carrier’s timeframe is treated as a customer-caused failed delivery, and the return/refund rules below will apply.
Unclaimed Shipments, Refused Deliveries & Customer-Caused Failed Delivery
A shipment is considered a customer-caused failed delivery when the parcel cannot be delivered due to the customer’s action or inaction. This includes, but is not limited to:
Parcels not collected from a pickup point
Deliveries refused by the customer
Incorrect, incomplete or unreachable contact details
Failed delivery attempts where the carrier cannot reach the customer
Refusal to pay required import duties, VAT/GST or customs fees, resulting in return, non-delivery or destruction of the shipment
When a delivery fails for any of the reasons above and the parcel is returned to us, the shipment is treated as a customer-caused return.
Refunds for Customer-Caused Returns (All Cases)
In all customer-caused return situations, the refund will consist of the value of the goods minus all costs generated by the failed delivery, including:
The original shipping cost (as selected at checkout)
This applies even if the order qualified for “free shipping”, as the freight cost remains a real expense paid by us.
A fixed 100 SEK handling and restocking fee
Higher fees may apply for heavy or special-handling parcels.
All carrier fees billed to us as a result of the return, such as:
Return shipping costs
Carrier return surcharges
Customs handling or clearance fees
Carrier administration fees
Any additional transportation or processing fees charged to us
These deductions apply to all customer-caused returns, regardless of the reason the delivery failed.
Unpaid Duties / Customs Refusal
If a shipment is stopped, returned or destroyed because the customer did not pay required import duties, VAT/GST or customs fees, the same rules above apply.
If the parcel:
Is returned to us, the refund equals the goods value minus all costs listed above.
Is destroyed or cannot be returned → no refund will be issued, as neither the goods nor the associated costs can be recovered.
This handling is standard practice in international e-commerce and logistics.
Re-shipping After a Failed Delivery
If the customer requests re-shipment after a failed delivery, all costs caused by the initial failed delivery must be paid first. This may include:
Carrier return fees
Customs or import fees assessed during the return
Carrier administration charges
Our internal handling and re-processing costs
A new shipping fee will also apply, based on the actual cost of sending the parcel again.
This fee may differ from the original shipping fee.
Scope of Policy
These terms apply to all scenarios in which the customer’s action or inaction prevents successful delivery, resulting in return, non-delivery, or destruction of the parcel.
Customers are responsible for entering complete and accurate Delivery details in Latin characters (English alphabet).
If a parcel cannot be delivered due to incomplete, incorrect, or non-standard address formatting (e.g., use of Hebrew, Cyrillic, Chinese, or Arabic characters), Funky Matcha is not liable for failed delivery.
Complaints & Defective Products
If you receive a product with a defect or damage, please contact us as soon as possible at hello@funky-matcha.com. Include:
Your order number
A description of the issue
Clear photos of the defect and the packaging
We assess complaints individually according to consumer protection laws.
If a defect is confirmed, we will offer the appropriate solution, such as repair, replacement, or a partial refund.
Compensation is provided based on the nature and extent of the actual defect.
Important:
Complaints must be submitted within a reasonable time after discovery. (within 72 hours)
Normal wear and incorrect use are not covered.
Defects must be reported before the product is used further.
We assess all cases individually. If approved, we will:
Repair, replace, or refund the item.
Cover additional shipping costs in approved cases.
For international orders, we may ask that defective items be disposed of locally instead of returned (depending on costs/import rules).
Defects affecting only part of a multi-pack or bundle do not make the entire product unusable. Compensation is limited to the defective units only, not the full product or the entire order.
Refunds
Approved refunds are issued to the original payment method within 5–10 business days (processing times depend on your bank/payment provider).
If you requested cancellation after a shipping label was purchased but before dispatch, the label cost will be deducted.
If you prefer to have your order shipped instead of receiving a partial refund, please tell us when requesting cancellation.
Original shipping fees are non-refundable, unless the return is due to a confirmed defect or error on our part.
Our liability for refunds will never exceed the amount you paid for the product(s) in question.
Force Majeure
We are not responsible for any failure, delay, or inability to deliver or process refunds caused by events beyond our reasonable control, including but not limited to war, armed conflicts, government restrictions, natural disasters, epidemics, postal strikes, customs delays, or other force majeure events.
In such cases, we reserve the right to suspend or cancel affected orders without liability to provide compensation or refund for undelivered products. Customers will be notified as soon as reasonably possible.
Governing Law
This policy is governed by Swedish law. Any disputes will be handled by the competent courts in Sweden.
