Returns, Refunds and Complaints for Business Customers (B2B)

Last updated: 16 July 2026

1. Sales exclusively to business customers

Our products and services are offered exclusively to entrepreneurs within the meaning of Section 14 of the German Civil Code (BGB), legal entities under public law and special funds under public law.

Contracts with consumers within the meaning of Section 13 BGB are excluded.

By registering, submitting an enquiry or placing an order, the customer confirms that the transaction is being concluded for purposes relating to its commercial, business or independent professional activity.

2. No statutory right of withdrawal

As we conclude contracts exclusively with business customers, there is no statutory consumer right of withdrawal.

In particular, business customers do not have a general right to cancel an order within 14 days without giving a reason or to return goods that are free from defects.

The statutory cancellation policy and model cancellation form applicable to consumers therefore do not apply to orders placed through our B2B store.

3. Returns of goods without defects

Goods that are free from defects may only be returned or exchanged following our prior express approval.

Please do not return any goods before receiving return authorisation and shipping instructions from us.

We may refuse voluntary returns, particularly in the case of:

• opened, unsealed or used products;
• products with damaged original packaging;
• products that have been stored or transported improperly;
• products with a limited shelf life;
• products produced, filled, labelled or sourced specifically for the customer;
• products that have been processed, mixed, repackaged or otherwise modified after delivery;
• products that can no longer be resold for food safety, hygiene or quality reasons.

Acceptance of a returned shipment does not constitute acknowledgement of a defect or of a legal obligation to accept the return.

Unless otherwise agreed, the customer bears the direct costs and risks of returning goods that are free from defects.

Original delivery and shipping costs are generally non-refundable.

4. Incorrect deliveries and missing items

The customer must inspect the delivery promptly after receipt to ensure that it is complete and corresponds to the order.

In the event of an incorrect delivery or missing item, please contact us without undue delay and provide the following information:

• order or invoice number;
• name and quantity of the affected product;
• description of the discrepancy;
• photographs of the products and shipping packaging, where appropriate.

Please do not return incorrectly delivered goods until you have received return authorisation or further instructions from us.

5. Damaged or defective goods

Nothing in this policy excludes the customer’s statutory rights in respect of defective goods.

The customer must inspect the goods promptly after receipt in the ordinary course of business.

Where the customer is a merchant within the meaning of the German Commercial Code, the statutory inspection and notification obligations under Section 377 of the German Commercial Code (HGB) apply.

Apparent defects, shortages and discrepancies must be reported without undue delay following inspection.

Hidden defects must be reported without undue delay after their discovery.

A complaint should, where possible, include:

• order or invoice number;
• product name;
• affected quantity;
• batch or lot number;
• best-before date;
• detailed description of the defect;
• relevant photographs or videos;
• information regarding the storage and use of the goods.

The customer must store the affected goods, packaging and batch identification appropriately until the complaint has been fully investigated.

Where reasonably possible, the goods must not be disposed of, fully processed or returned without our prior approval.

6. Natural variations in products

Matcha, tea and other plant-based products are natural products.

Natural variations may occur between different harvests, production periods and batches, particularly in relation to:

• colour;
• taste;
• aroma;
• texture;
• consistency;
• particle structure.

Normal commercial and natural variations do not constitute a defect, provided that the expressly agreed product characteristics and the ordinary or contractually intended use of the goods are not materially impaired.

Product samples are provided for evaluation purposes only.

A sample will only constitute a binding quality reference if this has been expressly agreed in writing or in text form.

7. Transport damage

Visible transport damage should be documented directly with the parcel service, freight forwarder or other carrier when the goods are delivered.

Please photograph, where possible:

• the external shipping packaging;
• all visible damage;
• shipping labels;
• internal packaging and protective material;
• the damaged products.

Please notify us of transport damage without undue delay.

The customer’s statutory rights remain unaffected. Where the customer is a merchant, the statutory inspection and notification obligations continue to apply.

8. Review and resolution of complaints

After receiving a complaint, we will review the circumstances and inform the customer of the next steps.

We may request additional information, photographs, videos, representative samples or the return of the affected goods to a specified address.

The customer must provide us with a reasonable opportunity to inspect the goods and remedy a justified defect.

In the case of a justified complaint, remedies will be provided in accordance with the applicable statutory provisions and contractual agreements.

Depending on the circumstances, these may include:

• replacement delivery;
• delivery of missing quantities;
• correction of an incorrect delivery;
• credit note;
• price reduction;
• refund.

The customer is not entitled to select a particular remedy unless this is required by law or has been expressly agreed.

Refunds will generally be made using the original payment method or to a business bank account specified by the customer.

9. Contact for returns and complaints

WAKABA Matcha & Tea GmbH
Hansaallee 113
40549 Düsseldorf
Germany

Email: info@matcha-wakaba.com

Please include the relevant order or invoice number in the subject line of your message.

Important: The address stated above is not automatically an authorised return address. Please wait for our confirmation and shipping instructions before returning any goods.