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Returns and Complaints Policy

Last updated: 08/06/2026

This Returns and Complaints Policy applies to purchases made through the Sexy Matcha online store (the “Store”), available at www.sexymatcha.pl, operated by:

Company: SexyMatcha

Business Address: Kartograficzna 82/16, 03-290 Warsaw, Poland

Tax ID (NIP): 7252282533

REGON: 381085099

Email: kontakt@sexymatcha.pl

Phone: +48 510 627 476

This Policy has been prepared in accordance with the Polish Consumer Rights Act of 30 May 2014, the Polish Civil Code, and the applicable laws of the European Union.

  1. 1. RIGHT OF WITHDRAWAL (14 DAYS)
    Consumers have the right to withdraw from a distance contract without giving any reason within 14 days.
    The withdrawal period expires after 14 days from:
    • The day on which you acquire, or a third party indicated by you (other than the carrier) acquires, physical possession of the goods.
    • In the case of multiple goods delivered separately, in batches, or in parts – the day on which you acquire possession of the last good, batch, or part.
    • In the case of contracts for the regular delivery of goods over a specified period – the day on which you acquire possession of the first good.
    To exercise the right of withdrawal, you must send a clear statement of your decision to withdraw from the contract to:
    kontakt@sexymatcha.pl
    From 19 June 2026, consumers may also submit a withdrawal statement directly through the Store's website using the dedicated electronic function available in their user account or order history.
    You may use the model withdrawal form below, although it is not mandatory.

    Model Withdrawal Form

    Recipient: SexyMatcha, Kartograficzna 82/16, 03-290 Warsaw, Poland

    Email: kontakt@sexymatcha.com

    I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

    Date of conclusion of the contract / receipt of goods :

    Name and surname:

    Address:

    Signature (only if submitted on paper):

    Date:

    (*) Delete as appropriate.

  2. 2. RETURN PROCEDURE
    After submitting a withdrawal statement, you must return the goods without undue delay and no later than 14 days from the date on which you informed us of your withdrawal from the contract.
    Returns should be sent to:
    SexyMatcha – Returns Department
    Kartograficzna 82/16
    03-290 Warsaw, Poland
    The deadline is met if the goods are sent back before the 14-day period expires.
    Unless otherwise agreed, you bear the direct cost of returning the goods.
  3. 3. CONDITION OF RETURNED GOODS
    To qualify for a refund, the product must:
    • Be in its original packaging.
    • Include all original labels and protective elements.
    • Show no signs of use beyond what is necessary to establish its nature, characteristics, and functioning.
    You are liable for any diminished value of the goods resulting from handling them in a manner other than what is necessary to establish their nature, characteristics, and functioning.
    Proof of purchase (receipt or order confirmation) is required.
    Please inform us about the return before shipping it back, as this helps us process it efficiently. However, submitting the withdrawal statement alone is sufficient to preserve the withdrawal deadline.
  4. 4. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
    In accordance with Article 38 of the Polish Consumer Rights Act, the right of withdrawal does not apply to:
    • Goods that are liable to deteriorate or expire rapidly.
    • Goods supplied in sealed packaging which cannot be returned after opening due to health protection or hygiene reasons. This applies in particular to matcha and other food products offered in the Store. Products in unopened and intact packaging may be eligible for return under the general rules.
    • Goods made to the consumer’s specifications or clearly personalized.
    • Digital content not supplied on a tangible medium where performance has begun with the consumer’s explicit consent.
    • Gift cards.
    If you are unsure whether your product qualifies for a return, please contact us before sending it back.
  5. 5. DAMAGED OR INCORRECT GOODS
    Please inspect your order immediately upon receipt.
    If a product is defective, damaged, incomplete, or does not match your order, please contact us immediately at:
    kontakt@sexymatcha.pl
    We will assess your claim and propose an appropriate solution in accordance with Polish consumer protection laws.
  6. 6. REFUNDS
    We will notify you as soon as we receive and inspect the returned goods.
    If the return is approved:
    • The refund will be made using the same payment method used for the original transaction.
    • The refund will be processed no later than 14 days from the date on which we were informed of your withdrawal from the contract.
    • We may withhold the refund until we have received the returned goods or proof that they have been sent back.
    • The refund includes the cost of standard delivery (the least expensive delivery option offered by the Store).
    Banks and payment service providers may require additional time to process the refund.
  7. 7. COMPLAINTS (NON-CONFORMITY OF GOODS WITH THE CONTRACT)
    If a product is not in conformity with the contract, you are entitled to rights under Polish law, including:
    • Repair
    • Replacement
    • Price reduction
    • Withdrawal from the contract (where legally permissible)
    Complaints may be submitted to:
    kontakt@sexymatcha.com
    Complaints are reviewed within 14 days.
  8. 8. PERSONAL DATA
    Personal data provided in connection with returns or complaints is processed in accordance with the Sexy Matcha Privacy Policy and applicable GDPR regulations.
    The data is processed solely for the purpose of handling returns, issuing refunds, processing complaints, and fulfilling legal obligations.
  9. 9. CHANGES TO THIS POLICY
    SexyMatcha reserves the right to amend this Returns and Complaints Policy in accordance with applicable legal requirements.
    The current version is always available on the Store’s website.