Return and Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for return, your item must be in the same condition as when you received it, unopened, with tags and in its original packaging. You will also need the receipt or proof of purchase.

To make a return, you can contact us at the address soyomatchacontact@gmail.com.

If your return is accepted, the return will be at your expense, and you will receive instructions on how and where to send your package. Items returned to us without a prior return request will not be accepted.

Please note that for items purchased under a promotional offer, the refunded amount will be calculated based on the unit price after the promotion has been applied.

You can always contact us for any questions regarding the return at the address soyomatchacontact@gmail.com.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can assess the issue and resolve it.

Unfortunately, we do not accept returns of discounted items or gift cards.

 

Refund Policy – Products Not Received

We understand that a package may sometimes encounter delays or delivery errors. However, nWe have noticed an increase in fraudulent claims of packages allegedly not received. In order to ensure a quick and fair processing of your request, here is the procedure to follow:

1️⃣ Report the issue 📩

If you have not received your order within the expected time frame, please contact us at soyomatcha.contact@gmail.com with your order number.

2️⃣ Opening of an investigation & identity verification 📑

  • We will open an investigation with the carrier to check the status of the delivery.
  • To ensure the legitimacy of your request, we will ask you to:
    • A copy of your ID.
    • A declaration of honor of non-receipt, signed and dated.

3️⃣ Carrier Analysis 🔍

The carrier will carry out a check and will send us an official report.

4️⃣ Final decision ✅

  • If the investigation confirms that the package has been lost or not delivered, we will offer a refund or a reshipment.
  • If the tracking indicates a delivered status and the investigation confirms this information, we will not be able to process a refund or a new shipment.

5️⃣ Commitment to Transparency & Fight Against Fraud ⚠️

  • Any fraudulent statement may result in legal action.
  • We are committed to handling each request with seriousness and transparency.

 Thank you for your understanding. We remain available for any questions.