Returns policy

Right to withdraw from the contract

1. Subject to point 18 below, a Consumer who has concluded a distance contract may withdraw from it without giving any reason and without incurring any costs other than those provided for by law, within 14 days from the day referred to in point 8 of this document.
2. To meet the deadline, it is sufficient for the Consumer to submit a statement to the Seller before its expiry. The Consumer may submit any unambiguous statement in which they inform about their withdrawal from the Sales Agreement.
3. To exercise the right of withdrawal, an unambiguous statement of withdrawal from the contract must be sent:
   1. via email: hello@moyamatcha.com,
   2. in writing to the address: ul. Kabaretowa 21C, 01-942 Warsaw.

   The Consumer may formulate the statement independently or use the model statement of withdrawal from the Contract available on the store's website.

4. Furthermore, the Consumer may also submit a statement of withdrawal from the Sales Agreement to the Seller using the "withdraw from the contract here" function (in accordance with Directive (EU) 2023/2673 of the European Parliament and of the Council), i.e., via an online form available on the website formularz.moya.ideaerp.pl or from the user's account. It is sufficient to provide an email address and order number or go to the relevant order in the user's account to make a return.
5. In the event of submitting the statement referred to in point 4, and sending it in accordance with its provisions, the Seller will immediately confirm on a durable medium (electronic correspondence, to the email address provided in the form) receipt of the Customer's statement of withdrawal from the Product Sales Agreement concluded in the Online Store.
6. In the event of withdrawal from a distance contract, the contract is considered null and void.
7. If the Consumer chooses the electronic form of withdrawal from the Sales Agreement, the Seller is obliged to send the Consumer confirmation of receipt of the statement of withdrawal from the distance contract.
8. The period for withdrawal from the Sales Agreement begins on the day the Consumer or a third party indicated by them other than the carrier takes possession of the Product, and in the case of a Sales Agreement which:
   1. covers many Products that are delivered separately, in batches or in parts – from taking possession of the last Product, batch or part, or
   2. involves regular delivery of Products for a specified period – from taking possession of the first of the Products.

   In the case of other distance contracts, the period begins on the day of concluding the given contract.

9. The Seller is obliged to immediately, no later than 14 days from the day of receiving the Consumer's statement of withdrawal from the contract, return to the Consumer all payments made by them, including the costs of Product delivery (with the exception of additional costs resulting from the delivery method chosen by the Customer other than the cheapest standard delivery method available in the Online Store). In the case of a partial return, a partial amount of the order is refunded.
10. If the Consumer chose a Product delivery method other than the cheapest standard delivery method available in the Online Store, the Seller is not obliged to reimburse the Consumer for additional costs incurred by them exceeding the cost of the cheapest standard delivery method.
11. The Seller will make the refund using the same payment method as used by the Consumer, unless the Consumer has expressly agreed to a different refund method that does not involve any costs for them. If the Seller has not offered to collect the Product from the Consumer themselves, they may withhold the refund of payments received from the Consumer until they receive the Product back or until the Consumer provides proof of its return, whichever occurs first.
12. The Consumer is obliged to return the Product to the Seller or hand it over to a person authorized by the Seller to receive it, immediately, no later than 14 calendar days from the day on which they withdrew from the contract, unless the Seller has offered to collect the Product themselves.
13. Products should be sent back to the address: ul. Kabaretowa 21C, 01-942 Warsaw, PL.
14. The Consumer bears the costs of returning the shipment, unless the store explicitly stated otherwise.
15. The Product should be returned undamaged, in its original packaging (if possible) and complete.
16. The Consumer is liable for any diminished value of the Product resulting from the use of the Product in a manner exceeding what is necessary to establish the nature, characteristics, and functioning of the Product.
17. The provisions concerning the consumer specified in this chapter apply to contracts concluded from that day also to Customers who are natural persons concluding a contract directly related to their business activity, when the content of these contracts indicates that they are not of a professional nature for them. To determine whether such a customer has consumer rights in specific circumstances, it is necessary to verify whether the concluded contract is of a professional nature based on the entry of that entrepreneur in the Central Register and Information on Economic Activity of the Republic of Poland.
18. Exclusions from the right of withdrawal. The right of withdrawal from a distance contract does not apply to contracts:
    1. where the subject of the service is a non-prefabricated Product, manufactured according to the consumer's specifications or intended to satisfy their individualized needs;
    2. where the subject of the service is a Product that spoils quickly or has a short shelf life;
    3. where the subject of the service is a Product delivered in a sealed package, which cannot be returned after opening the package due to health protection or hygiene reasons, if the package has been opened after delivery.

Sample withdrawal form