RETURNS

For purchases in our online store, the Distance Contracts Act applies. This means that the customer has the right to cancel their purchase within 14 calendar days of receiving the item. In order to use the right of withdrawal, it is required that the product and its packaging material are in undamaged condition. If a product or its packaging shows defects, we reserve the right to refuse return or make a reasonable reduction of the refund amount. Therefore, be careful when receiving and unpacking products that you may later want to return. We do not accept returns of products that have been used privately or for commercial purposes. We do not exchange products.

When using their right of withdrawal, the customer is responsible for the return shipping. The return must be sent in such a way that the product is not damaged during transport. WAO Matcha AB is not responsible for any transport damage during return shipment. 

Returns are normally handled within 1-2 weeks and the return cost is charged in connection with the refund.

The fee for returns varies depending on the size of the order. 

Exceptions to the right of withdrawal apply to ordered goods, gift cards and products manufactured with specific attributes at the request of the customer. The right of withdrawal also does not apply if the product has been opened. 

Instructions for returns: 

• First check that your return meets our return conditions

• Contact info@waomatcha.com and ask for a return shipping slip (state order number)

• Fill in the return form that you receive in connection with email contact with us

• Pack the products you wish to return carefully

• Print out the return shipping slip that you attach to the package and hand it in to your nearest agent

Fee for unclaimed shipment or failed delivery attempt

In cases where packages are returned to WAO Matcha AB because the customer did not redeem the package from the delivery point, was not available at the given telephone number for notification, refused to accept the delivery or provided incorrect information, a fee is charged. This fee is charged to cover return shipping, packaging and handling costs. The fee varies depending on package size.

Complaints

The customer has the right to complain about a product if it is affected by manufacturing defects. Contact WAO Matcha AB within a reasonable time from the time that errors have been discovered at info@waomatcha.com and attach clear pictures of the incorrect item. We review all complaint cases individually and return with information via email shortly. Only original errors are covered by the right of complaint, the right of complaint covers e.g. not faults caused by normal wear and tear. In the case of approved complaint cases, we are responsible for extra shipping costs. We primarily take care of repairing or replacing the product with a new copy. If this is not possible, we will issue a refund.

Transport damage

Check the goods for any damage when you receive the delivery. In order for goods with visible, external transport damage to be able to be claimed with us, the damage must have been noted on the agent and/or by the courier. Should you discover hidden defects or shipping damage after opening the package, please contact info@waomatcha.com immediately. Attach clear pictures of the defect and packaging. In order for us to be able to claim transport damage to the shipping company, we need to report the transport damage within 1-3 days. We are therefore grateful if you report the damage within this time.