Shipping & Returns Policy

This Shipping & Returns Policy outlines the terms and conditions under which Zento Matcha (“Zento Matcha”, “we”, “us”, “our”) processes the shipment of products purchased through the website www.zentomatcha.com (the “Website”), as well as the applicable procedures regarding returns, exchanges, and cancellations. By placing an order via the Website, you agree to the provisions set forth herein.

1. Shipping Policy

1.1 Geographic Scope

We currently ship to customers located in the Netherlands, Belgium, and selected countries within the European Union. International shipping beyond the EU may be available upon request and is subject to prior written agreement.

1.2 Processing Time

  • Orders are processed within 1 to 2 business days upon receipt of full payment, excluding weekends and public holidays.

  • In the event of delays, customers will be notified promptly via email.

  • All shipments are handled by third-party courier services, at the sole discretion of Zento Matcha.

1.3 Shipping Costs

  • Netherlands & Belgium: Free shipping is offered on orders of €30.00 or more (VAT included). A flat shipping fee of €5.00 applies to orders below this threshold.

  • Other EU Countries: A flat shipping fee of €5.00 applies to all orders, regardless of the order amount.

  • Any applicable import duties, taxes, or customs fees are the sole responsibility of the recipient.

1.4 Risk of Loss

All risk of loss or damage to goods transfers to the customer at the moment of delivery to the shipping address provided during the ordering process.

2. Right of Withdrawal & Return Policy

2.1 Statutory Right of Withdrawal

In accordance with Directive 2011/83/EU on consumer rights, private customers have the right to withdraw from the purchase contract within 14 calendar days of receiving the product, without the need to provide a reason.
Zento Matcha voluntarily extends this period to 30 days for added customer convenience.

2.2 Exclusions from Withdrawal

The right of withdrawal does not apply in the following cases:

  • Sealed food items (including ceremonial matcha) that have been unsealed after delivery, due to health protection and hygiene regulations.

  • Customised or personalised products.

  • Items that by their nature cannot be returned (e.g. perishable goods).

2.3 Conditions for Valid Return

Products must be returned unused, unopened, undamaged, and in their original packaging, accompanied by the original proof of purchase.
To initiate a return, you must send a written request within 30 days of shipment to info@u210018p450771.web0169.zxcs-klant.nl stating:

  • your original order number,

  • reason for the return,

  • photographic evidence (in cases of damage or defect).

Once approved, we will provide return instructions and the appropriate return address.

2.4 Return Shipping and Refunds

  • Return shipping costs are the sole responsibility of the customer unless the product is defective or incorrect.

  • If the entire order is returned, only the product amount will be refunded; original shipping charges are non-refundable.

  • Approved refunds will be processed within 14 days after receipt and inspection of the returned items, using the original method of payment.

  • Zento Matcha reserves the right to reject any return that does not meet the above conditions.

3. Damaged or Defective Products

If you receive an item that is damaged in transit or is otherwise defective, please contact us within 5 calendar days of delivery at info@u210018p450771.web0169.zxcs-klant.nl. Be sure to include your order number and supporting photographic evidence. If your claim is validated, we will offer either a replacement or a full refund at no additional cost.

4. Exchanges

Exchanges are offered only in the event of damaged or incorrectly shipped items. For any other reason, customers are advised to place a new order and process the original item as a standard return.

5. Final Provisions

  • This policy may be updated at any time without prior notice. The version published at the time of your order will apply.

  • For further questions or complaints related to this policy, you may contact us at:

Zento Matcha
Email: info@u210018p450771.web0169.zxcs-klant.nl
Website: www.zentomatcha.com
Chamber of Commerce (KvK): 71561706 (HMP Trading)
VAT Identification Number: NL002387080B10