Refund policy

Return & Refund Policy

Effective date: 26/03/2024
Last updated: 11/08/2025

We want you to be completely satisfied with your purchase. This policy outlines your rights and our procedures for returns, refunds, and exchanges, in compliance with applicable European Union and Italian consumer protection laws.

1. General Right of Withdrawal – EU & Italy

If you are a consumer purchasing within the European Union, you have the legal right to withdraw from your purchase within 14 calendar days from the day you receive your order, without giving any reason.

This right applies to all eligible items, provided they are returned in their original condition, unused, unworn, with all original tags and packaging intact.

To exercise this right, you must notify us within 14 days of delivery by contacting:
📧 connect@awakenbysvd.com

2. Our Extended Return Policy

In addition to your legal rights, we offer an extended return period of 30 days from the date of delivery for eligible non-food items. This extension is subject to the same conditions as above.

3. Eligibility for Returns

To be eligible for return, your item must:

  • Be unused, unworn, and undamaged.
  • Include all original tags, labels, and packaging.
  • Be accompanied by a receipt or proof of purchase.

4. Special Conditions for Food Products (Matcha & Tea)

For health protection and hygiene reasons, we do not accept returns of food products, including matcha powders and teas, once the packaging seal has been broken after delivery.

  • Returns will only be accepted for food products if they are unopened, in their original sealed packaging, and have been stored according to the instructions provided.
  • If you receive a food product that is damaged, defective, or incorrect, you must notify us within 48 hours of delivery, providing photographic evidence.

5. Non-Returnable Items

The following items cannot be returned:

  • Opened or unsealed food products (matcha powders, teas).
  • Custom-made or personalised items.
  • Gift cards and vouchers.
  • Sale/clearance items.
  • Teaware or other products that have been used and cannot be returned for hygiene reasons.

6. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.
If your item is defective, damaged, or incorrect, contact us within 48 hours with photographic evidence.
We will offer a replacement, repair, or refund, depending on the circumstances.

7. Return Process

  1. Contact us at connect@awakenbysvd.com to request a return, providing your order number and reason for return.
  2. We will confirm acceptance and provide return instructions, including the return address.
  3. Items returned without prior authorisation will not be accepted.

8. Return Shipping Costs

  • If returning due to change of mind: You are responsible for the cost of return shipping.
  • If returning due to our error or a defective item: We will cover the reasonable cost of return shipping.

We recommend using a trackable shipping method. We are not responsible for items lost or damaged during return transit.

9. Refunds

Once we receive and inspect your return:

  • If approved, we will issue a refund to your original payment method within 10 business days.
  • Refund processing times may vary depending on your bank or payment provider.
  • If more than 15 business days have passed since your refund approval, please contact us.

10. Exchanges

For a different size, colour, or product, please return your item as above and place a new order once your return has been accepted.

11. Responsibility for Storage of Food Products

Once delivered, you are responsible for storing matcha and other teas according to the instructions provided (e.g., in a cool, dry place away from direct sunlight).
We cannot accept responsibility for product degradation or quality changes resulting from improper storage.

12. Legal Framework

This policy is governed by:

  • Directive 2011/83/EU on Consumer Rights.
  • Italian Consumer Code (Legislative Decree No. 206/2005, as amended).
  • Other applicable Italian and EU consumer protection laws.

13. Governing Language

This policy may be available in multiple languages for convenience. In the event of any discrepancy, the Italian version shall prevail for customers in Italy.