For any item purchased on the website www.matcha-iro.com, you have a period of 21 calendar days from the order date to return a product that does not satisfy, this without any penalty or additional fees, except the costs of return.
Please note that there are exceptions to the right of withdrawal: for tea and food products, opening the packaging makes the right of withdrawal impossible. Indeed, for reasons of protection of health and hygiene, these goods are delivered sealed and can not be returned once unsealed or opened by the consumer after delivery.
If you wish to exercise your right of withdrawal, you must notify us within 21 calendar days from the order date. You can exercise your right of withdrawal online by clicking the button “Withdraw from order here” below:
If you use this online feature, we will send you an acknowledgement of receipt of the withdrawal on a durable medium (e.g. by email), including its content and the date and time of its submission, without undue delay.
You then have a maximum of 14 days to return the items to IRO – Rue Colonel Chaltin 38 – 1180 Brussels – Belgium.
This right of withdrawal can only be accepted for items received back by IRO in identical condition to the original condition and in their original packaging. Items that are returned incomplete, spoilt, damaged or soiled will not be taken back. If items are returned improperly, IRO reserves the right to refuse subsequent orders.
We advise you to return the products using a trusted carrier. We also advise you to take out insurance with the carrier for the retail value of the goods. IRO declines any responsibility regarding the risks associated with the carrier tasked with returning the product(s).
The value of the returned items will be refunded within 14 days of the return of your items by generally using the same method of payment used for the original transaction or as a credit to be deducted from the following order(s).