Returns & Refunds Policy

Returns & Refunds Policy

If there is an issue with your order, please contact us within 30 days after receiving your item.

Due to the nature of food products, we can only accept returns or exchanges of products deemed defective by us, except where a statutory consumer right applies. If you have any issues with our products, please contact us at support@matchadirect.kyoto and attach a photo of the problem. We will do our best to resolve the issue.

Damages & Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right.

EU Consumers: Right of Withdrawal

This section applies only to consumers. It does not apply to purchases made for business or professional purposes.

If you are a consumer located in the European Union, you have a statutory right to withdraw from your purchase within 14 days after receiving your order, unless an exception applies.

To exercise this right, please submit our EU Withdrawal Form here: EU Withdrawal Request, or contact us at support@matchadirect.kyoto with a clear statement that you wish to withdraw from your purchase.

Please note that the right of withdrawal does not apply in all cases. In particular, it does not apply to sealed food products that are not suitable for return due to health protection or hygiene reasons once they have been unsealed after delivery. It also does not apply to products made to your specifications or clearly personalised products.

If your withdrawal request is accepted, the product must be returned unused, unopened, and in its original condition. For food safety and quality assurance reasons, returned food products are not resold. Unless otherwise required by applicable law, you are responsible for the cost of returning the product.

Refunds

We will notify you once we have received and inspected your return and let you know if the refund was approved or not.

If approved, the refund will be issued to your original payment method. Please remember that it can take some time for your bank or credit card company to process and post the refund.