Refund Policy

Refund Policy

Zenzi Group AB Company registration number: 559517-2783 Hägernäsvägen 25, 183 60 Täby Sweden Websites: zenzimatcha.com and zenzimatcha.se Contact: hello@zenzimatcha.com

Below you will find our policy regarding returns, refunds, and complaints.

Returns and Right of Withdrawal

For purchases made in our online store, the Swedish Distance Contracts Act applies. This means that you, as a customer, have the right to withdraw from your purchase within 14 calendar days from the date you receive the product.

Matcha Satisfaction Guarantee

You are welcome to open and try our matcha. If you are not satisfied within 14 days of receiving your order, contact us at hello@zenzimatcha.com and you will receive a full refund. For hygiene and food safety reasons, you do not need to send the opened matcha back to us.

Other Products

For all other products, the following conditions apply to the right of withdrawal:

• The product must be unused
• The product must be in unchanged condition
• The original packaging and any accompanying packaging material must be undamaged

If a product or its packaging is damaged, opened, or handled more than necessary to determine its characteristics and functionality, we reserve the right to make a deduction for diminished value from the refund, or to reject the return.

We do not offer exchanges. If you wish to receive a different product, you must place a new order.

When exercising your right of withdrawal on a non-matcha product, you are responsible for the return shipping cost. The return must be securely packaged to prevent damage during transport. Zenzi Group AB is not responsible for transport damage that occurs during return shipment.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

• Made-to-order or specially manufactured products
• Gift cards
• Products manufactured according to the customer's specific instructions

How to Make a Return

1. Check that your return meets the conditions above (matcha does not need to be physically returned — see the Matcha Satisfaction Guarantee).
2. Contact us via email at hello@zenzimatcha.com and provide your order number.
3. Follow the instructions provided by us.
4. Carefully pack the product(s) and return them according to the instructions given.
5. The return must be shipped within 14 days from the date you informed us that you wish to withdraw from your purchase.

Refunds

Once you have informed us of your decision to withdraw, we will issue your refund within 14 days. For products that need to be physically returned, we may withhold the refund until we have received the product back, or until you have provided proof that it has been sent back, whichever happens first. Refunds are issued using the same payment method as the original purchase unless otherwise agreed.

A return fee may apply depending on the size of the order and shipping costs. This does not apply to matcha covered by the Satisfaction Guarantee above.

Unclaimed Shipments

If a parcel is returned to Zenzi Group AB because:

• You did not collect the shipment
• You were unavailable at the time of delivery
• You provided incorrect contact or address details
• You refused to accept the delivery

a fee will be charged to cover outbound and return shipping, packaging, and administrative costs. The fee varies depending on the parcel size and shipping cost.

Complaints

You have the right to submit a complaint regarding a defective product in accordance with applicable consumer protection legislation.

If you discover a defect, contact us within a reasonable time at hello@zenzimatcha.com and include:

• Order number
• Description of the defect
• Clear photos of the product and any damage

We handle all complaint cases individually and will respond via email. The right to complain covers original defects and does not apply to damage caused by normal wear and tear or improper handling.

If the complaint is approved, Zenzi Group AB will cover any additional shipping costs. We will primarily resolve the issue by replacing the product or sending a new item. If this is not possible, a refund will be issued.

Transport Damage

Always inspect your delivery upon receipt.

If the parcel shows visible external damage, report this immediately to the collection point or carrier.

If you discover hidden transport damage after opening the package, contact us immediately at hello@zenzimatcha.com with clear photos of both the product and the packaging.

To enable us to file a claim with the carrier, the damage must be reported within 1 to 3 days of receipt. Please contact us as soon as possible.

If you have any questions regarding returns or complaints, you are always welcome to contact us at hello@zenzimatcha.com.