You have 14 calendar days to return an item from the date you received it. Unsealed or otherwise altered items cannot be returned.
Please do not send items back to us without postage (freight collect). The cost of this service is considerably higher and we will deduct this fee from the amount to be reimbursed.
Make sure that your address is clearly legible and be sure to enclose your order number (e.g. a copy of the invoice).
To return your item(s) via DHL, UPS or FedEx please address the package to:
Schneider Matcha Supply
Chemin du Clos-Devant 4
1163 Etoy
Switzerland
We will notify you as soon as we receive your item, and will initiate a refund immediately.
Complaints
In the case of a defect, we will cover the return costs and either provide a replacement or refund the original purchase price.
Please coordinate the procedure with a member from our customer service team at team@mcha.co. Your concerns are treated as high priority and we will address them as quickly as possible. Please be sure to include your order number, ideally in the subject line of the email. Send photos if necessary to explain and document your complaint. Do not return any goods to us via freight collect, as the higher costs for this service will be charged to you.
