Refund policy

Refund Policy

We have a 30-day return policy for accessories and non-food items, which means you have 30 days after receiving your item to request a return.

For food products (Matcha tea) Due to food safety and hygiene regulations, we generally do not accept returns on food products (such as matcha powder), even if unopened. However, your satisfaction is our priority. If there is an issue with the quality of the product, or if it was damaged during shipping, please contact us immediately so we can issue a refund or send a replacement.

Eligibility for Returns (Accessories & Non-Food Items) To be eligible for a return of non-food items (e.g., whisks, bowls, spoons), 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 start a return or report an issue with a food product, you can contact us at shop@avelor.pl.

If your return of a non-food item is accepted, we will send you instructions on how and where to send your package. Please note that returns will need to be sent to the following address: Poland, 00-867, Warszawa, Aleja Jana Pawła II 27

Items sent back to us without first requesting a return will not be accepted.

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. For damaged food items, please attach photos of the product and the packaging.

Exceptions / Non-returnable items Certain types of items cannot be returned:

  • Perishable goods and Food products: We do not accept returns on tea/matcha unless the product is defective.

  • Custom products: Special orders or personalized items.

  • Gift cards.

European Union 14-day Cooling Off Period (Right of Withdrawal) If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. Important Exception: According to Art. 16(e) of the Consumer Rights Directive, the right of withdrawal does not apply to goods which are sealed for health protection or hygiene reasons and were unsealed after delivery. Therefore, you cannot return food products (Matcha) if the protective seal has been broken or tampered with.

Refunds We will notify you once we’ve received and inspected your return (or reviewed your claim/photos regarding damaged food products), and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 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 we’ve approved your return, please contact us at shop@avelor.pl.