Delivery arrangements
We confirm the destinations we can serve, stock availability, delivery charge and estimated delivery date in writing before you pay. Please ask for a delivery quote for your postcode. No next-day service or free-delivery threshold is promised on this website.
For consumer orders, delivery will be within 30 days unless we agree another date with you. If an order is delayed or does not arrive, contact us so we can investigate and explain your options.
Cancelling a consumer order
For eligible distance purchases, tell us within 14 days after receiving the goods if you wish to cancel, then return them within a further 14 days. Email hi.matcha@chaora.co.uk with your order details; no reason is required. Contacting us for return instructions does not remove your right to cancel on time.
Returning matcha
Keep packaging intact where possible and store the product as directed. An exception may apply to a genuinely sealed product that becomes unsuitable for return for health or hygiene reasons once unsealed. We do not treat all food purchases as automatically excluded. Faulty, damaged or misdescribed goods retain their statutory protection.
Please request the return address before posting. Return postage for a change of mind is payable by you only if this was disclosed before purchase; otherwise we cover it. We cover reasonable agreed return costs for goods that are faulty or supplied incorrectly.
Refunds and problems
For eligible cancellations, we refund the price and basic outbound delivery charge within 14 days of receiving the goods or evidence of return, whichever is earlier. Refunds use the original payment method without a refund fee. Extra express-delivery charges are not refundable. Any lawful deduction for diminished value will be explained.
If a product is faulty, contact us with your order details and, where available, photos and the batch number. Your legal rights are not limited by this policy.
Trade orders
Business-to-business delivery, returns and cancellation arrangements are agreed in the written quotation or supply agreement. Consumer cancellation rules do not generally apply to purchases made for business purposes. Contact us promptly about a delivery or quality concern.
Optional cancellation wording
To Chaora Ltd, hi.matcha@chaora.co.uk: I give notice that I cancel my contract for the following goods: [goods]. Ordered on / received on: [date]. Order reference: [reference]. Name: [name]. Address: [address]. Date: [date]. You may also use any other clear statement of cancellation.