Refund policy

Returns & refunds

This policy covers purchases made directly from OSSU’s website. For an order placed through Amazon, please use the return or order-help options in your Amazon account.

If you change your mind

For eligible online purchases, tell us within 14 days after the day you receive your order that you would like to cancel. You then have another 14 days to send the items back. You do not need to give a reason.

Contact OSSU with your order number and the items you wish to return. You can use the cancellation wording below or any other clear statement that you wish to cancel.

Matcha tins and twin packs

Our matcha tins have an inner tamper-evident seal. Keep that seal intact if you are considering a change-of-mind return. For food hygiene reasons, we cannot accept a change-of-mind return of a tin once its inner seal has been broken. Opening the outer delivery box or twin-pack gift box does not itself break the seals on the tins.

This does not affect your rights if your matcha is faulty, damaged, incorrect or not as described. If something is wrong with an opened tin, please contact us so we can help.

Whisks, spoons, sieves and other accessories

You may open the packaging and inspect an accessory as you would in a shop. Please return it with its included parts and packaging where possible. We may reduce a change-of-mind refund to reflect a loss in value caused by handling beyond what is necessary to inspect the item, including additional use or damage.

Opening the packaging alone does not remove your cancellation rights. Faulty accessories are covered separately below.

Return postage

You pay return postage for a change-of-mind return. Please package items securely and keep proof of postage. If goods are faulty, damaged, incorrect or not as described, we will cover reasonable return postage where a return is required.

Return items to:
OSSU
37 Leeward Road
South Woodham Ferrers
CM3 5YR
United Kingdom

When we refund you

For a valid cancellation, we will refund your original payment method without undue delay and within 14 days of receiving the returned goods or evidence that you sent them back, whichever is earlier. If you cancel your whole order, we will also refund the standard delivery charge you paid. Any extra paid for an upgraded delivery service is not refundable as part of a change-of-mind cancellation.

Your bank or payment provider may take additional time to show the refund. We do not charge a restocking fee.

Faulty, damaged, incorrect or misdescribed goods

Get in touch with your order number and tell us what happened. Photos can help us understand the problem, but are not a condition of your statutory rights. We will arrange the appropriate remedy, such as a replacement or refund, and cover reasonable return postage where required.

Your statutory rights are not limited by the change-of-mind window or the condition of a food seal.

Subscriptions

Cancelling your subscription stops future renewals; it does not automatically cancel an order for which payment has already been taken. Make changes before your next payment is processed. We recommend doing this at least 24 hours beforehand to give yourself a little breathing room. This is a recommended buffer, not an earlier cancellation deadline.

If a payment has already been taken, contact us as soon as possible about that order. Your usual cancellation and consumer rights still apply. See subscription management and help.

Optional cancellation wording

You do not have to use this wording, but you can copy it into a message to us or send it to the returns address above:

To OSSU Tea Ltd: I give notice that I cancel my contract for the following goods: [items]. Ordered on: [date]. Received on: [date]. Customer name: [name]. Customer address: [address]. Date: [date]. Signature: [only if sent on paper].