Refund policy
We have a 14-day return policy, which means you have 14 days from receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To initiate a return, you can request it at: https://e.amphoralogistics.com/5b7a4819-de9a-41da-80b5-fccf156418dc
We will manually approve the return request if it falls within the established period and will send you the shipping label and instructions to proceed with the return.
The customer will be responsible for the shipping costs for returning the item, as well as the cost of reception, quality control, and restocking of the returned product. The fee for this cost is €5 for Spain and Portugal, and €10 for the rest of the countries. The original order’s shipping costs are non-refundable.
If an order is returned to us because the address provided was incorrect, incomplete, or the order was not collected by the customer within the stipulated days, the shipping cost will not be refunded, and the reception fee for the returned order will be deducted from the refund.
If there is an issue with the delivery, we will have up to one working week to review it with the shipping company before proceeding with a refund or resending the order.
If you have any questions on how to return your item to us, contact us at info@tranquilomatcha.com.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
14-Day Withdrawal Period for European Union
Notwithstanding the above, if the shipment is made to the European Union, you have the right to cancel or return your order within a period of 14 days, without giving any reason. As mentioned above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Additionally, you will need to have the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within ten business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since your return was approved, please contact us at info@tranquilomatcha.com.