Refund policy

COMPLAINTS  AND  REFUND POLICY
House of Bloom s.r.o. – e-shop www.matchavia.sk / www.matchavia.cz

1. Introductory Information

This Complaints Policy governs the terms and procedure for making complaints and returning goods purchased through the e-shop www.matchavia.sk.

Seller:
House of Bloom s.r.o.
Guothova 3, 83101 Bratislava
Company ID (IČO): 573 23 399
Tax ID (DIČ): 2122673597
E-mail: info@matchavia.sk

2. Nature of the Goods

We sell:

  • food products (especially matcha tea and matcha-based products),
  • accessories and other non-food goods.

Food products have a limited shelf life and specific hygiene requirements. Accessories are subject to the standard liability for defects under civil law regulations.

3. How to Submit a Complaint

A complaint must first be reported by e-mail to info@matchavia.sk.

Please include in your e-mail:

  • your full name,
  • order number,
  • the product you are claiming,
  • a description of the issue,
  • photographs of the product, packaging, and the defect, if any.

After assessment, we will provide you with instructions on how and where to send the goods. Unless agreed otherwise, the customer bears the cost of sending the goods for assessment.

4. Inspection of the Shipment Upon Delivery

Upon receipt of the shipment, we recommend checking the condition of the packaging and the contents of the parcel.
If the packaging is damaged, please contact us immediately and send photographs as soon as possible after delivery.

5. Complaints Regarding Food Products (Matcha and Matcha-Based Products)

The following may in particular be claimed:

  • damaged packaging,
  • a visible defect in the product,
  • delivery of a product past its minimum durability date.

A complaint regarding food products cannot be accepted if the defect was caused by:

  • improper storage by the customer (humidity, heat, direct sunlight),
  • handling after opening,
  • improper use,
  • the natural characteristics of the product (e.g. matcha clumping).

Food products may only be returned if they are unopened, undamaged, and hygienically safe.
An opened food product cannot be accepted or returned for hygiene reasons.

6. Complaints Regarding Accessories and Other Goods

You may complain about defects caused by a manufacturing or material fault that become apparent during normal use.

A complaint cannot be accepted in cases of:

  • damage caused by improper use,
  • mechanical damage (fall, impact),
  • normal wear and tear,
  • damage caused by improper maintenance.

7. Time Limit for Handling a Complaint

As soon as we receive and inspect your returned goods, we will let you know and inform you whether your refund has been approved. If approved, the money will automatically be refunded to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card issuer to process and post the refund. If more than 15 business days have passed since approval of the return and you have not received the refund, please contact us by e-mail at info@matchavia.sk.

8. Method of Resolving a Complaint

Depending on the nature of the defect, a complaint may be resolved by:

  • replacement of the goods,
  • refund of the purchase price,
  • a reasonable discount on the price,
  • another solution by agreement.

9. Final Provisions

This Complaints Policy becomes effective on the date of its publication on www.matchavia.sk.

10. Complaints with the Carrier

When receiving goods from the carrier, please carefully inspect the delivered goods. Do not accept a shipment that shows signs of damage. If the goods are damaged even though the packaging was intact, it is necessary to inform the carrier of this fact as soon as possible, depending on the type of delivery service you selected.