Last updated: 22/02/2026
At Binky’s Matcha, we take pride in the quality and freshness of our products. Due to the consumable nature of matcha and for hygiene and safety reasons, we operate the following returns policy.
If you have any questions about your order, please contact:
info@matchaheadspa.com
Returns & Exchanges (Food & Consumables)
Due to hygiene and food safety regulations, we are unable to accept returns on any opened or used consumable products.
We cannot offer refunds or exchanges for:
- Change of mind
- Taste preference
- Opened matcha products
- Used or unsealed items
This policy ensures product safety and complies with UK health and hygiene standards for consumable goods.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty, or incorrect, we will happily resolve this.
Please contact us within 48 hours of delivery and include:
- Your order number
- Clear photos of the item and packaging
- A brief description of the issue
Email: info@matchaheadspa.com
Once reviewed, we will offer either:
- A replacement product sent free of charge
- A full refund to your original payment method
Delivery Issues
If your order has not arrived within the expected timeframe, please contact us and we will investigate with the courier.
We are not responsible for delays caused by:
- Postal service delays
- Customs processing (for international orders)
- Incorrect shipping details entered at checkout
Please ensure your delivery address is correct when ordering.
Refund Processing
If a refund is approved:
- It will be issued to the original payment method
- Please allow 5–7 working days for processing once approved
Cancellations
Orders cannot be cancelled once dispatched.
If you need to amend an order, contact us as soon as possible after placing it and we will do our best to assist before dispatch.
Contact
For any order issues or questions, please contact:
info@matchaheadspa.com
We aim to respond within 24–48 hours.