MATCHA WHOLESALE

Delivery & Returns

Last updated: November 2025

1. Delivery and Risk

All delivery dates are provided as estimates only; time is not of the essence.
Risk passes to the Purchaser once the goods have been delivered to the specified delivery point.
Title (ownership) of the goods remains with Matcha Wholesale Ltd until full payment has been received and cleared.
If the Purchaser refuses or delays delivery, the goods may be stored at the Purchaser’s cost and risk.
If your parcel has not arrived within the expected delivery timeframe, you must contact us within 5 working days of the expected delivery date. If we are not notified and the parcel is returned to us, a second shipping charge will apply at the full delivery rate.

2. Inspection and Returns

The Purchaser must inspect all goods immediately upon delivery.
Any damage, shortage, or incorrect items must be reported within 24 hours of delivery.
Any quality concerns or defects must be reported within 7 working days of delivery.
Claims must include photographic evidence and, where requested, return samples for inspection.
If Matcha Wholesale Ltd agrees that the goods are defective or incorrect, we will replace the goods or issue a full refund. Any costs of redelivery will be covered by Matcha Wholesale Ltd.

3. Non-Defective Returns

Non-defective items may be returned within 14 days of the invoice date, provided they are unopened, unused, and in their original packaging with the original invoice or receipt.
Refunds will be made minus the original shipping cost incurred by Matcha Wholesale Ltd.
If an incorrect item was shipped, any restocking or shipping fees will not apply.
If you change your mind after dispatch, a refund transaction fee will apply, along with any shipping costs already incurred.
Return postage is the responsibility of the customer.
Please ensure returned items are securely packaged to prevent damage in transit. Goods that have been opened, mixed, processed, re-packed, or used cannot be returned or credited.

4. Product Exchange

We are happy to exchange products within 14 days of the invoice date, provided they are in the same condition as received.
The customer is responsible for:
– The cost of returning the product to Matcha Wholesale Ltd, and
– The shipping cost for the replacement item.

5. Claims

If your order arrives damaged in transit or incorrect, please contact us within 24 hours of receiving your goods athello@matchawholesale.co.ukOnce the claim is confirmed, Matcha Wholesale Ltd will promptly re-supply or refund the goods in full. There will be no additional charges to the customer for redelivery or replacement in these cases.

6. Contact Details

Matcha Wholesale Ltd
FAO: Returns Department
63 New Road
Aylesbury
Buckinghamshire
HP22 5QY
0333 339 2251
hello@matchawholesale.co.uk

7. Dispatch Time

We aim to dispatch all orders within 24 hours. Please note that there may occasionally be an additional 24-hour handling period during busy times.