Shipping Policy – Zenzi Matcha

Zenzi Group AB Company registration number: 559517-2783 Hägernäsvägen 25, 183 60 Täby Sweden Websites: zenzimatcha.com and zenzimatcha.se Contact: hello@zenzimatcha.com

Below you will find information regarding delivery, shipping, returns, and other terms.

Delivery

Shipping and Delivery Options

Zenzi Group AB uses Zendr as its shipping partner. This means we collaborate with selected carriers depending on the delivery country, parcel size, and shipping option. Available shipping options are always displayed at checkout before you complete your purchase.

We deliver within Sweden and to selected countries in the Nordics and Europe. Delivery options may vary depending on destination.

Delivery Time

In-stock items are normally shipped from our warehouse within 1 to 3 business days unless otherwise stated. Carrier delivery time is then added, which is usually:

• Sweden: approximately 1 to 4 business days
• Other Nordic countries and Europe: varies depending on destination

During periods of high demand, campaigns, or unforeseen events, delivery times may be slightly extended. If a delivery delay occurs, we will inform you via email.

Pre-Order

Products marked as Pre-Order are not in stock at the time of purchase. The estimated delivery time for these products is stated in the product information. If your order contains both in-stock items and Pre-Order products, the entire order may be shipped once all products are available.

Returns and Right of Withdrawal

For purchases made in our online store, the Swedish Distance Contracts Act applies. You have the right to withdraw from your purchase within 14 calendar days from the date you receive the product.

Matcha Satisfaction Guarantee: you may open and try our matcha. If you are not satisfied within 14 days of receiving your order, contact us at hello@zenzimatcha.com and you will receive a full refund — for hygiene and food safety reasons, you do not need to send it back.

Other products: to qualify for the right of withdrawal, the product must be unused, in unchanged condition, and with the original packaging undamaged. We do not offer exchanges; if you want a different product, place a new order. You are responsible for return shipping costs and the return must be securely packaged. Zenzi Group AB is not responsible for transport damage occurring during return shipment.

Once you have informed us of your decision to withdraw, we will issue your refund within 14 days. For products that need to be returned, we may withhold the refund until we have received the product back, or until you have provided proof that it has been sent back, whichever happens first. Refunds are issued using the same payment method as the original purchase unless otherwise agreed. A return fee may apply depending on the size of the order and shipping costs (does not apply to the Matcha Satisfaction Guarantee).

How to Make a Return

1. Ensure your return meets our conditions (matcha does not need to be returned, see above).
2. Contact us at hello@zenzimatcha.com and provide your order number.
3. Follow the instructions provided by us.
4. Carefully pack the products and return them according to the instructions.
5. The return must be shipped within 14 days from the date you notified us of your withdrawal.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

• Specially ordered products
• Gift cards
• Products manufactured according to the customer's specific instructions

Unclaimed Shipments

If a parcel is returned to Zenzi Group AB due to:

• The shipment not being collected
• Incorrect contact details being provided
• Delivery being refused
• The recipient being unavailable

a fee will be charged to cover shipping, return shipping, packaging, and administrative costs.

Complaints

You have the right to submit a complaint regarding a defective product in accordance with applicable consumer protection legislation. Contact us within a reasonable time after discovering the defect at hello@zenzimatcha.com and include:

• Order number
• Description of the defect
• Clear photos of the product and packaging

If the complaint is approved, Zenzi Group AB will cover any additional shipping costs. We will primarily remedy the defect by replacing the product or sending a new item; if not possible, a refund will be issued. The right to complain applies to original defects and does not cover damage caused by normal wear and tear or improper handling.

Transport Damage

Inspect your delivery immediately upon receipt. If the package shows visible damage, report this directly to the collection point or carrier at the time of delivery. If you discover hidden transport damage after opening the package, contact us immediately at hello@zenzimatcha.com with clear photos of the damage and packaging. To enable us to file a claim with the carrier, notification must be made within 1 to 3 days of receipt.

Other Terms

See our Privacy Policy for information on how we process personal data in accordance with the GDPR.

All attempts at fraud will be reported to the police. Zenzi Group AB reserves the right to cancel a purchase in case of suspected fraud. If you are under 18 years old, parental or guardian consent is required to place an order with us. We reserve the right to correct any inaccuracies on the website, including product information, stock levels, and technical errors, even after an order has been completed.

Force Majeure

In the event of circumstances beyond Zenzi Group AB's control — such as war, natural disasters, strikes, government decisions, transport disruptions, illness, import or export restrictions, or similar events — we are released from fulfilling our contractual obligations. Both the customer and Zenzi Group AB have the right to terminate the agreement in whole or in part without liability for damages or performance. The customer will be informed of such circumstances as soon as possible