Return policy

Returns & Right of Withdrawal

We hope you love your order. If something is not right, or you have changed your mind, we are here to help.

As a consumer, you have the legal right to withdraw from your online purchase within 14 days of receiving your order, without giving a reason.

How to cancel or return

To exercise your right of withdrawal, please notify us within 14 days after you, or a person appointed by you, have received the product.

You can contact us at our contactpage.

Please include your order number and the name used to place the order. You may use our withdrawal form, but this is not mandatory—an unambiguous email stating that you wish to withdraw from the purchase is sufficient.

After notifying us, please return the product without undue delay and no later than 14 days after your withdrawal notice.

Return conditions

You may inspect and handle the product as you would in a physical shop to assess its nature, characteristics and functioning.

Please return products complete, unused where possible, and in their original packaging. If the product has been used beyond what is necessary for inspection, or has been damaged or diminished in value, we may deduct an appropriate amount from the refund to reflect that loss in value.

Unless we confirm otherwise, you are responsible for the direct cost of returning the product. We recommend using a tracked shipping method, as you remain responsible for the item until it reaches us.

Refunds

Once you have exercised your right of withdrawal, we will refund all payments received for the returned order, including the cost of our standard delivery option.

If you selected a delivery method that costs more than our standard delivery option, the additional cost will not be refunded.

We will issue the refund no later than 14 days after receiving your withdrawal notice. We may wait to process the refund until we have received the returned products or you have supplied proof that they have been sent back—whichever happens first.

Refunds are made using the same payment method used for the original purchase, unless we expressly agree otherwise.

Exceptions

The right of withdrawal does not apply in certain cases permitted by law, including:

• Products made to your specifications or clearly personalised.
• Perishable goods or products with a limited shelf life.
• Sealed goods that are unsuitable for return for health-protection or hygiene reasons once the seal has been broken.
• Goods that have become inseparably mixed with other items after delivery.

For food and supplement products, including matcha, returns are accepted only when the product remains unopened, sealed, and suitable for resale, unless the product is defective or we made an error with your order.

Damaged, incorrect or faulty items

If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible at hello@mashsuperfood.com, ideally with your order number and clear photos of the issue. We will review the situation promptly and arrange an appropriate solution, such as a replacement, repair, or refund where applicable.

This return policy does not affect your statutory consumer rights.