RETURNS AND EXCHANGES
At Kinocha Matcha, customer satisfaction is important to us. Return and exchange procedures for products you have purchased are carried out under the following conditions.
1. Right of Withdrawal (Distance Sales)
In accordance with Law No. 6502 on Consumer Protection, you may exercise your right of withdrawal without stating any reason within 14 days from the date you received your order.
To exercise your right of withdrawal, you must contact us at info@kinochamatcha.com within this period.
2. Products Excluded from the Right of Withdrawal
The right of withdrawal does not apply to the following products:
- Food products whose packaging has been opened, which are not suitable for return for hygiene or health reasons.
- Matcha products whose packaging has been opened or which have been used.
These products are subject to return or exchange only if they are received defective or damaged.
3. Damaged or Incorrect Products
If your order arrived:
- Damaged,
- Defective,
- Missing,
- Incorrect product,
you must contact us within 48 hours from the date of delivery.
After evaluating your request, a free exchange or refund will be processed.
4. Return Conditions
Products to be returned must be:
- In their original packaging,
- Unused,
- In resalable condition.
Returns of products that do not meet these conditions will not be accepted.
5. Return Process
After your return request is approved, the product must be sent to us.
Once the product reaches us, necessary checks will be performed.
If the return is approved, the refund will be processed to you within 7–14 business days, depending on your payment method.
6. Shipping Fees
- For returns made under the right of withdrawal, shipping costs are borne by the buyer.
- For damaged or incorrect products, shipping costs are covered by Kinocha Matcha.
7. Exchange
Product exchange is only possible:
- For unopened products,
or - For damaged / incorrect products.
8. Contact
For all your return and exchange requests: info@kinochamatcha.com