If a product is unavailable we will contact you and to offer a refund or discount on similar product.
We will notify you of any prices changes before dispatch of goods. We will always do our best to maintain any prices offered to you. Due to the automated nature of our transactions, in the case of any transaction where a product has been sold at the wrong price, Matcha Factory Online reserves the right to decline sale; in these instances a full refund will be issued.

Packaging of products and products may vary to those illustrated on our webshop.

We always try to dispatch goods on the day of order. If we can’t dispatch goods within 5 days of purchase (excluding Saturday, Sunday and Bank Holidays) we will notify you and offer a refund or discounted alternative.

We don’t have a minimum order value.

It is your responsibility to ensure that the delivery address and postcode are correct we can’t accept responsibility for non-delivery because of wrong address/postcode. 

Once delivery is made should be kept in a cool, dark place not near strong smelling products such as coffee. We suggest teas are consumed within six months of receipt to ensure maximum freshness and flavour. This will differ from the use by date.

If any of our products should fail to meet your approval, please return them to us in the original condition within thirty days of receipt and we will happily provide a full refund excluding postage costs.  Customers within the EU are also entitled to a statutory seven business day cooling off period.  

We may from time to time e-mail you with promotional offers. There will be an option to unsubscribe from these mails. We will never sell your details to another company.

For non-perishable goods the Consumer Protection (Distance Selling) Regulations 2000 apply, and provide you with a seven day cancellation time. Please inform us in writing, either by post or email. If you wish to cancel the sales contract the ownership of the goods reverts to Matcha Factory (the supplier). You (the consumer) have a duty to take reasonable care of said goods until you return them to Matcha Factory. Please return the goods to the address provided; this can be done either in person or through the post. A refund will be given when the contract is cancelled and goods returned. This refund will be for all monies paid to us excluding delivery charges. Your prefered banking card will be credited or a cheque will be sent to you. Our delivery charges will be refunded only where the entire order consisted of non-perishable goods. 


  Matcha Factory takes the privacy of all its customers & website users very seriously & takes great care to protect your information.
Please note, Matcha Factory’s website contains links to other websites provided for your convenience. We can only take responsibility for the privacy practices & security of our site. We suggest that you check the privacy & security policies of each & every website that you visit.

In using this website & giving us information, you signal your consent for us to collect & use your personal information in accordance to the terms laid out in our privacy policy.

What information could we hold?
In order to provide you with services, we might collect personal information about you from our website. We might, for example, hold a record of your name, delivery address, address, email address, phone number & order.  We never have nor will store your financial details.  

How will we use this information?
All personal information obtained about you will be protected & used in accordance to current data protection legislation & this privacy policy. We might use your personal information to supply our products & services to you, i.e:
• to manage & supply products & services you have requested
• to inform you if any products or services you’ve requested not available
• for record keeping and marketing purposes
• to monitor activity on Matcha Factory’s website
• to email you about future offers

Disclosure of your information
We will not supply your information to any third party expect to provide our products & services to you (we will never sell your information). For example we might need to appoint other companies to carry out some processing activities on Matcha Factory’s behalf.

These may include delivery companies & mailing houses. In these circumstances, Matcha Factory will ensure that your information is protected & that it’s only used in accordance with our privacy policy.
We aim to meet very high standards so our policies & procedures are constantly reviewed. From time to time we might change Matcha Factory’s security & privacy policies. Accordingly we suggest you check this page now and again in order to review Matcha Factory’s current policies.

Updating & correcting information
You can correct your information by emailing info@matchafactory.com.  If you are unsatisfied with your order in any way please contact us at info@matchafactory.com.

Chah Limited, 6 Ashton Croft, Solihull B91 3TY, UK

+44 (0) 121 663 0781

Registered in England, Company No. 06407158  VAT Registration No. GB938 7169 75.