RETURN & REFUND POLICY

We take great care in preparing, inspecting and packaging every YŪ SEI order.

This policy explains your rights and responsibilities if you wish to cancel an order, return a product, or report an item as damaged, faulty, incorrect or missing.

This policy applies to orders placed with YU SEI LTD for delivery within the United Kingdom.

Nothing in this policy limits your statutory rights under UK consumer law.

ORDER CANCELLATIONS BEFORE DISPATCH

We begin processing and preparing orders promptly to protect the freshness of our matcha.

If you wish to cancel or amend an order before it is dispatched, please contact us immediately after placing your order.

We will do our best to accommodate your request, but we cannot guarantee that an order can be cancelled or amended once it has been placed, even where you contact us shortly afterwards.

If the order has already entered fulfilment or been dispatched, we may be unable to stop or amend it.

Once an order has been dispatched, we cannot stop, amend or recall the shipment.

This does not affect any statutory cancellation rights you may have under UK consumer law.

CHANGE-OF-MIND RETURNS

For eligible products purchased online, UK consumer law provides a statutory right to change your mind without giving a reason.

You must notify YŪ SEI that you wish to return an eligible product no later than 14 days after the day on which you receive it.

Once you have notified us, you must send the goods back without undue delay and no later than 14 days after notifying us of your decision to cancel.

We encourage returns to be completed promptly because YŪ SEI matcha is sourced and supplied with freshness as a priority.

We do not provide an additional discretionary change-of-mind return period beyond your statutory rights.

CONDITION OF CHANGE-OF-MIND RETURNS

For a full refund, an eligible change-of-mind return should be returned to YŪ SEI in the same condition and product presentation in which it was supplied to you.

This includes, where applicable:

• the matcha being completely unused and unconsumed;

• the product remaining unopened;

• the pull-ring and all tamper-evident seals remaining fully intact;

• all inner food packaging remaining unopened and intact;

• the original tin;

• all original retail packaging;

• all labels remaining intact;

• all leaflets and inserts;

• any freshness components originally supplied;

• all original internal protective packaging and packing materials; and

• no damage, alteration, marking or contamination having occurred after delivery.

Opening the external postal box solely to inspect your delivery does not by itself prevent you from exercising an eligible statutory cancellation right.

You should retain the original YŪ SEI delivery box and protective packaging and use them when returning the product wherever reasonably possible.

If the original delivery box cannot safely be reused, you must use equivalent secure packaging which adequately protects the goods during return transit.

Where the product, packaging or components have been handled beyond what is reasonably necessary to establish their nature, characteristics and condition, and this has reduced their value, we reserve the right to deduct from your refund an amount reflecting the actual reduction in value, to the extent permitted by law.

OPENED MATCHA

Matcha is a consumable food product.

Where the statutory health-protection or hygiene exception applies to a sealed product, the statutory change-of-mind cancellation right ceases once the relevant seal has been opened after delivery.

You should therefore not open, break, puncture, remove or otherwise compromise any food-safety, hygiene, freshness or tamper-evident seal if you are considering returning the product because you have changed your mind.

Where that statutory exception applies, we cannot accept the opened product as a change-of-mind return.

Where the statutory exception does not apply but the customer's handling of the product has reduced its value, we reserve the right to make any deduction permitted by law.

This does not affect your rights where the product was faulty, damaged when supplied, unsafe, incorrectly supplied or not as described.

TASTE AND PERSONAL PREFERENCE

Personal taste or preference does not make a product faulty.

Opened matcha cannot be returned simply because you:

• do not like its taste;

• expected a different flavour;

• expected a different level of umami, sweetness, bitterness or astringency;

• expected a different aroma;

• expected a different colour;

• expected a different texture or strength;

• prepared the product differently from your preference;

• no longer want the product; or

• otherwise change your mind after opening it.

These conditions apply to change-of-mind returns only and do not limit your legal rights if a product is faulty, damaged on delivery, unsafe, incorrectly supplied or not as described.

REQUESTING A RETURN

All return requests should be initiated through the Returns Portal in your YŪ SEI customer account.

The portal allows you to select the relevant order, identify the item and submit your return request.

For change-of-mind returns, you should confirm that the product remains unopened and in its original condition.

Submitting a return request does not mean that you should immediately send the product back.

Please wait until YŪ SEI has reviewed your request and issued the applicable return authorisation and return instructions.

DO NOT SEND ANY PRODUCT BACK TO YŪ SEI UNTIL YOU HAVE RECEIVED RETURN INSTRUCTIONS FROM US.

Once your request has been reviewed, you will be provided with the information required to make the return where applicable.

Return authorisation is used to confirm the correct return process and does not restrict any statutory right applicable to your purchase.

RETURN POSTAGE

For a change-of-mind return, you are responsible for arranging and paying the full direct cost of returning the goods to YŪ SEI.

YŪ SEI DOES NOT REFUND ANY POSTAGE, COURIER CHARGES, INSURANCE COSTS OR OTHER RETURN-DELIVERY COSTS INCURRED BY YOU IN MAKING A CHANGE-OF-MIND RETURN.

If a product is genuinely faulty, damaged when supplied, incorrect or otherwise fails to conform to the contract, YŪ SEI will bear reasonable return costs where required by law.

Please obtain return instructions through your customer account before incurring return costs relating to a faulty, damaged or incorrect product.

TRACKING, PROOF OF RETURN AND INSURANCE

Returns must be packaged carefully and securely.

For your protection, we strongly recommend that every change-of-mind return is sent using a tracked delivery service providing proof of postage, proof of delivery and appropriate insurance covering the full value of the goods being returned.

Once your return has been sent, you should provide through the return process:

• the name of the delivery carrier;

• the tracking number;

• a copy or photograph of your proof of postage; and

• any other available information reasonably required to identify and trace the return.

Where available, you should retain evidence showing:

• the return destination;

• the date of postage;

• the parcel weight; and

• confirmation of delivery.

Please keep all postage, tracking, insurance and delivery documentation until your return and refund have been completed.

Merely stating that an item was posted does not by itself establish that the relevant YŪ SEI goods were returned.

Where a returned parcel has not reached us, we may request sufficient evidence showing that the relevant goods were actually sent in accordance with the return instructions supplied by YŪ SEI.

Where neither the returned goods nor sufficient evidence that they were sent can be provided, we may be unable to issue a refund.

Nothing in this section prevents a consumer from relying upon evidence of return that is sufficient for the purposes of their statutory rights.

DAMAGE TO CHANGE-OF-MIND RETURNS

You are responsible for taking reasonable care to protect goods that you arrange to return to us.

We strongly recommend using the original YŪ SEI delivery box, internal protective packaging and packing materials wherever reasonably possible.

If the original packaging cannot safely be reused, you must use alternative packaging which adequately protects the product during return transit.

If a change-of-mind return reaches us damaged, we will inspect the goods and packaging to determine the extent of the damage and any reduction in value.

We do not apply an automatic fixed percentage deduction.

Where the value of the returned goods has been reduced as a result of damage, excessive handling, inadequate return packaging or other circumstances for which a deduction is permitted by law, we reserve the right to deduct from the refund an amount reflecting the actual reduction in value.

Where damage is substantial and the product has consequently lost most or all of its value, including where it can no longer reasonably be resold, the deduction may be substantial and may, where legally permitted, be up to the full price of the affected product.

We may photograph and record the condition in which returned goods and packaging are received.

For this reason, we strongly recommend using a return service with appropriate insurance against loss or damage in transit.

DAMAGED ITEMS ON DELIVERY

Every YŪ SEI order is inspected before dispatch and securely packaged before being handed to our delivery carrier.

VISIBLE DAMAGE BELIEVED TO HAVE OCCURRED DURING DELIVERY MUST BE REPORTED THROUGH YOUR YŪ SEI CUSTOMER ACCOUNT WITHIN 48 HOURS OF DELIVERY FOR INVESTIGATION UNDER OUR TRANSIT-DAMAGE CLAIMS PROCESS.

PHOTOGRAPHIC EVIDENCE IS REQUIRED

IF YOU CLAIM THAT A TIN OR PRODUCT ARRIVED DAMAGED, YOUR DAMAGE REPORT MUST INCLUDE CLEAR PHOTOGRAPHS OF BOTH THE PRODUCT AND THE PACKAGING IN WHICH IT WAS DELIVERED.

This should include, so far as reasonably possible:

• clear photographs of the alleged damage to the product;

• clear photographs of the entire external delivery box;

• photographs showing all relevant sides, corners and edges of the delivery box;

• photographs of the internal protective packaging;

• photographs showing how the product was positioned inside the parcel;

• photographs showing the condition of the matcha tin;

• photographs showing the condition of all seals;

• a clear photograph of the delivery/shipping label; and

• close-up photographs of the specific damage being claimed.

DO NOT DISCARD, ALTER OR DAMAGE THE DELIVERY BOX, INTERNAL PACKAGING, PRODUCT OR ANY OTHER RELEVANT MATERIAL BEFORE YOUR CLAIM HAS BEEN REVIEWED.

The condition of the packaging is an important part of determining whether damage is consistent with having occurred during transit.

YŪ SEI may request further photographs or information where reasonably necessary.

WHAT COUNTS AS FAULTY OR DAMAGED?

A product is not automatically faulty or damaged merely because a customer identifies a trivial, superficial or insignificant imperfection.

Whether goods are of satisfactory quality depends on what a reasonable person would consider satisfactory, taking into account matters including the product description, price and relevant circumstances.

Issues which may amount to genuine fault or damage include:

• a tin which is materially crushed, split, punctured, warped or significantly dented;

• a food, freshness or tamper-evident seal which was materially compromised before being opened by the customer;

• damage which compromises the integrity, freshness or safety of the matcha;

• contamination, moisture ingress or foreign material attributable to the condition in which the product was supplied;

• substantial damage preventing the product from being safely or normally used;

• significant cosmetic damage to the retail product which materially affects its overall appearance or presentation; or

• another defect which means the product does not meet the standard a reasonable person would regard as satisfactory in the circumstances.

The following do not automatically establish that a product is faulty or damaged:

• a trivial superficial mark or scuff which does not materially affect the product;

• an insignificant cosmetic imperfection;

• reasonable manufacturing variation;

• a minor variation in finish falling within reasonable manufacturing tolerances;

• a superficial mark on disposable protective packaging;

• a scuff, crease or dent to the external courier box where the retail product inside remains unaffected;

• minor compression of protective packaging where the product itself remains intact; or

• damage caused after delivery through handling, storage, alteration, misuse or other action by the customer or another person.

Because appearance and finish are among the factors that UK consumer law can take into account when assessing satisfactory quality, cosmetic complaints will be assessed according to their actual nature, severity and effect, rather than being automatically accepted or rejected.

VERIFICATION OF CLAIMED DAMAGE

YŪ SEI INSPECTS ORDERS BEFORE DISPATCH. CLAIMS THAT A PRODUCT ARRIVED DAMAGED WILL BE COMPARED AGAINST ALL AVAILABLE EVIDENCE OF ITS CONDITION BEFORE DISPATCH AND AT THE TIME OF DELIVERY.

That evidence may include:

• YŪ SEI fulfilment and inspection records;

• pre-dispatch photographs where available;

• courier photographs taken at or around the time of delivery;

• tracking information;

• delivery scans;

• the recorded delivery date and time;

• the apparent condition of the external parcel at delivery;

• parcel-weight information;

• photographs supplied by the customer;

• internal and external packaging; and

• the condition of the product itself.

IF YOU CLAIM THAT A TIN ARRIVED CRUSHED, DENTED, PUNCTURED OR OTHERWISE MATERIALLY DAMAGED, THE PHOTOGRAPHS YOU PROVIDE OF THE PRODUCT AND ITS PACKAGING MUST BE CAPABLE OF BEING ASSESSED AGAINST THE CONDITION RECORDED AT DELIVERY.

An apparently intact delivery box does not, by itself, conclusively prove that its contents were undamaged. We will consider the evidence as a whole.

However:

IF RELIABLE EVIDENCE ESTABLISHES THAT THE PRODUCT WAS DELIVERED INTACT AND THAT DAMAGE OCCURRED AFTER DELIVERY, THE DAMAGE CLAIM WILL BE REFUSED WHERE LEGALLY PERMITTED.

IF THE EVIDENCE ESTABLISHES THAT A CUSTOMER DELIBERATELY DAMAGED A PRODUCT AFTER DELIVERY, STAGED OR ALTERED DAMAGE, SUBMITTED FALSE OR MISLEADING PHOTOGRAPHS, OR OTHERWISE MISREPRESENTED THE CONDITION IN WHICH THE ORDER WAS RECEIVED IN AN ATTEMPT TO OBTAIN A REFUND, REPLACEMENT OR OTHER BENEFIT, THE CLAIM WILL BE REFUSED WHERE LEGALLY PERMITTED AND YU SEI LTD RESERVES ALL LEGAL RIGHTS AVAILABLE TO IT.

A discrepancy alone will not automatically be treated as fraud. Where evidence materially conflicts, we may investigate before determining the claim.

FALSE OR FRAUDULENT CLAIMS

Information and evidence submitted in connection with a refund, return, non-delivery or damage claim must be accurate and genuine.

We may investigate material discrepancies involving:

• courier photographs;

• tracking information;

• delivery records;

• parcel weights;

• dispatch and inspection records;

• external and internal packaging;

• returned contents;

• proof of postage; and

• photographs or other evidence provided in support of the claim.

Submitting a tracking number or evidence showing that an unidentified parcel was posted does not necessarily establish that the correct YŪ SEI product was contained within it where reliable evidence indicates otherwise.

WE WILL NOT KNOWINGLY PROVIDE A REFUND, REPLACEMENT OR OTHER REMEDY IN RESPONSE TO A CLAIM WHICH WE REASONABLY ESTABLISH TO BE DELIBERATELY FALSE OR FRAUDULENT.

Where legally permitted, YU SEI LTD may refuse such a claim and reserves its legal rights, including where appropriate and lawful providing relevant information to payment providers, delivery providers, fraud-prevention providers or the appropriate authorities.

Nothing in this section restricts a customer's genuine statutory rights.

FAULTY, UNSAFE OR INCORRECT GOODS

Your legal rights in relation to genuinely faulty or non-conforming goods are separate from your change-of-mind cancellation rights.

Under the Consumer Rights Act 2015, goods supplied by YŪ SEI must meet the standards required by law, including being of satisfactory quality, fit for purpose where applicable and as described.

If a product is genuinely faulty, unsafe, incorrectly supplied, damaged when supplied or otherwise fails to conform to the contract, you may be entitled to a statutory remedy.

Where goods are validly rejected because they do not conform to the contract, YU SEI LTD will bear reasonable return costs where required by law.

Nothing in this policy excludes or restricts your statutory rights.

LOST PARCELS AND MISSING ITEMS

If your order has not arrived, or an item is missing from the parcel you receive, please submit a report through your YŪ SEI customer account as soon as possible and preferably within 14 days of the dispatch date.

Please provide your order number and details of the missing parcel or item.

Prompt notification allows us to investigate the matter with the delivery carrier while tracking information, delivery photographs, scans and other courier records remain readily available.

We may review:

• tracking information;

• proof-of-delivery photographs;

• delivery scans;

• delivery-location information where available;

• parcel weights;

• dispatch records; and

• other relevant evidence.

Where YŪ SEI arranged the delivery carrier, the goods generally remain at our risk until they come into the physical possession of you or a person identified by you to receive them, as required by applicable UK consumer law.

The request to report a lost parcel or missing item within 14 days of dispatch enables prompt investigation and does not remove statutory rights or transfer to you a risk which UK law places upon YU SEI LTD.

REFUNDS

Where a refund is due, we aim to process it promptly.

Once an eligible returned item has been received and, where appropriate, inspected, we normally aim to process the refund within 5 working days.

This processing target does not replace any statutory refund deadline that applies under UK law.

For a valid statutory change-of-mind cancellation involving returned goods, reimbursement will be made without undue delay and no later than the period required by law.

Where applicable, this will generally be no later than 14 days after the earlier of:

• the day on which we receive the returned goods; or

• the day on which you provide sufficient evidence that the goods were sent back.

Refunds will normally be made using the same method of payment used for the original transaction unless you expressly agree otherwise.

We do not charge a restocking, cancellation or administration fee for exercising a statutory cancellation right.

Where permitted by law, we may deduct an amount reflecting any reduction in the value of goods resulting from excessive handling, damage or other circumstances for which the customer is responsible and for which a deduction is legally permitted.

RETURN POSTAGE, INSURANCE AND OTHER RETURN-DELIVERY COSTS PAID BY YOU FOR A CHANGE-OF-MIND RETURN ARE NOT REIMBURSED BY YŪ SEI.

EXCHANGES

We do not offer discretionary exchanges.

If you wish to purchase another product, please place a new order through our website.

This does not affect any statutory entitlement to a remedy in relation to goods that do not conform to the contract.