General terms and conditions of purchase

GENERAL TERMS AND CONDITIONS OF PURCHASE AND CONTRACTING THROUGH THE WEBSITE

1. Purpose, Company Identity, and Contact Information

1.1 These General Terms and Conditions of Sale are intended to regulate the relationship between Be Matcha SLU, a commercial entity of Spanish nationality, with registered address at Calle Valle de Broto 38, 50430 María de Huerva, Zaragoza, and N.I.F. No. B-70816038, and website www.be-matcha.com.

You can contact us by phone at +34 976 240 141 or by email at cs@be-matcha.com.

2. Applicability of the General Terms and Conditions of Sale

2.1 Each order placed with Be Matcha SLU via the internet shall be governed by these General Terms and Conditions of Sale. By placing an order, the Customer acknowledges having read, understood, and unreservedly accepted these General Terms and Conditions of Sale. We therefore remind you of the importance of reading them carefully.

2.2 BE MATCHA SLU reserves the right to modify these General Terms and Conditions of Sale by publishing an updated version on this page, which shall apply to all orders placed after the updated version has been posted on the website.

3. Orders

3.1 By placing an order through this website, the Customer is requesting to purchase the selected products under these General Terms and Conditions of Sale.

3.2 Orders containing Matcha Tea and accessories have no minimum quantity requirement. However, in marketing promotions, the minimum quantity will be indicated in the Legal Bases (BBLL) of each promotion.

3.3 The products offered on this website are available within the limits of available stock. If your order exceeds stock, you will be informed immediately. BE MATCHA SLU reserves the right to fairly and reasonably distribute available products among its Customers.

3.4 The invoice corresponding to your purchase will be sent in digital format to the email address provided at the time of placing the order.

4. Order Confirmations

4.1 By accepting these General Terms and Conditions of Sale, orders placed online and confirmed by BE MATCHA SLU constitute a binding and fully effective contract between the parties.

4.2 BE MATCHA SLU reserves the right to refuse orders due to force majeure or in the event of non-payment.

4.3 The information recorded by BE MATCHA SLU constitutes absolute proof of the order and the entire transaction. The information recorded by the payment system constitutes absolute proof of financial transactions.

4.4 If the contracted product is unavailable, the Customer will be immediately informed and refunded the amount paid within fourteen (14) calendar days from such notification.

4.5 In accordance with the previous point, BE MATCHA SLU may offer, at no additional cost, a product with similar characteristics and the same quality. If the product offered does not match the Customer’s request, the Customer may cancel the order within fourteen (14) calendar days from receipt, provided it complies with our “Returns” policy. The Customer will be refunded within the same period. In such case, the Customer may also exercise the right of withdrawal and cancellation under the same terms as for the originally requested product.

5. Prices

5.1 The prices for items requested by the Customer are those shown on this website at the time the order is placed. These prices will be detailed in the confirmation, including VAT or any applicable taxes, shipping charges (if any), or any others. The Customer may also consult product prices on the website be-matcha.com.

5.2 Shipping charges will be invoiced based on the rates shown on the website at the time the order is placed, calculated based on the size of the order and the delivery method selected by the Customer. The Customer will be duly informed of these charges before placing the order, except in cases of free shipping.

6. Delivery

6.1 All orders confirmed by BE MATCHA SLU will be delivered to the default address in our system, the address specified by the Customer during the order process, or to a Pick-up Point address if the Customer selected that option, and within the timeframe associated with the chosen service, as confirmed with the order.

6.2 Orders can only be delivered within the geographical areas specified on this website.

6.3 If delivery cannot be made due to reasons beyond BE MATCHA SLU’s control, we will attempt to contact the Customer to arrange a new delivery time and location. If delivery still cannot be completed, the order will be returned to BE MATCHA SLU’s warehouse, and the Customer will be refunded the amount paid within fourteen (14) calendar days, excluding the cost of transport.

7. Verification of Goods

7.1 The Customer is responsible for verifying the quantity, condition, and status of the goods at the time of delivery.

7.2 If the goods are incomplete or do not match the order, the Customer must notify BE MATCHA SLU within fourteen (14) calendar days from delivery. Once BE MATCHA SLU confirms the omission or error is attributable to the company, the goods will be replaced at no additional cost.

8. Returns

8.1 If you wish to withdraw from your purchase made through remote channels (phone, internet, or app), you may do so at any time from the time of order up to a maximum of 14 days after receiving the order. Contact us via Be Matcha Customer Service or the withdrawal form, which can be requested at +34 976 240 141 or via the website contact form. After notifying us of your decision, you have 14 calendar days to return the products. Return shipping costs are borne by the customer, who will be charged for the collection from their address. The purchase amount will be refunded via the original payment method, minus transport costs, within 14 calendar days from correct receipt of the returned product.

8.2 Return requirements and instructions: Products must be in their original, unopened, undamaged packaging, and must not have been used. The purchase receipt must be retained. The consumer is responsible for any reduction in market value of the returned goods. There is no right of withdrawal if the retail pack has been opened, damaged, or used. The customer must ensure the goods are returned in identical or equivalent packaging to that used for shipping, ensuring safety and product integrity. Otherwise, we reserve the right to reject the return. The return package must include the completed withdrawal form or a note with the customer’s details, list of products, and quantities. Withdrawal must be exercised through the same channel used for purchase.

Please note our return policy requires that products/items have not been opened, handled, or used, for reasons of health protection and food safety.

9. Payments

9.1 Purchases made by cash on delivery must be paid in cash at the time of delivery.

9.2 Card payments will be charged once BE MATCHA SLU processes your order and confirms via email. Credit card details will be encrypted for security.

Accepted payment methods:

• Credit/debit cards (Visa, MasterCard, American Express)
• Apple Pay
• Google Pay
• Bizum
• Bank transfer
• PayPal

“This merchant undertakes not to allow any transaction that is illegal, or considered illegal by credit card brands or the acquiring bank, that may damage their goodwill or negatively influence them. The following activities are prohibited under card brand programs: selling or offering a product or service that is not fully compliant with all applicable laws for the Buyer, Issuing Bank, Merchant, Cardholder, or cards. The following activities are explicitly prohibited:

• Selling medications.”

10. Legal Product Warranty

10.1 Products are guaranteed according to the specific terms and conditions detailed in the product documentation.

10.2 Please consult said documentation for product warranty details and for the use, handling, and maintenance of Be Matcha brand products.

10.3 Be Matcha brand food products have successfully passed all quality controls required by applicable law.

11. After-Sales Service and Complaints Handling

11.1 BE MATCHA SLU invites Customers to read the after-sales service and legal warranty conditions at https://be-matcha.com/politica-de-envio-y-devoluciones/ before placing an order.

11.2 If the Customer has any issues or inquiries regarding operation, maintenance, or after-sales service, they can contact Be Matcha Customer Service at +34 976 240 141 or cs@be-matcha.com.

11.3 BE MATCHA SLU also has a Customer Service and complaints department that accepts inquiries and complaints via various means. You may contact Customer Service at +34 976 240 141, and your case will be forwarded to the appropriate department. BE MATCHA SLU is committed to responding within a maximum of one month.

In accordance with Regulation (EU) 524/2013 applicable across the European Union, Be Matcha provides users with the following link: https://commission.europa.eu/about-european-commission/departments-and-executive-agencies/justice-and-consumers_es

12. Language

The language in which the contract between BE MATCHA SLU and the Customer will be formalized is Spanish, or the official language of the country if purchased within the European Union.

13. Force Majeure

13.1 BE MATCHA SLU guarantees the quality of products contracted through its website. All consumer rights granted by applicable law are guaranteed. BE MATCHA SLU will make all reasonable efforts to fulfill its obligations.

13.2 However, BE MATCHA SLU shall not be held liable for delays or delivery failures caused by circumstances beyond its reasonable control. Such circumstances include but are not limited to strikes, wars, natural disasters, or any other situation that may prevent the production, transportation, or delivery of products.

14. Code of Conduct

14.1 BE MATCHA SLU believes its business activity and achievement of objectives must respect its commitment to corporate citizenship. It has a Code of Conduct aimed at ensuring the values guiding all its operations and its legal commitment. You can request it by emailing cs@be-matcha.com.

15. Customer Responsibilities

15.1 The Customer agrees to use BE MATCHA SLU’s services and products lawfully, without violating current legislation or third-party rights.

15.2 The Customer guarantees the truthfulness and accuracy of the data provided during purchase and undertakes to avoid causing harm to BE MATCHA SLU due to incorrect data.

15.3 The Customer commits to paying the price of the contracted products.

15.4 Breach of any of these Sale Terms may result in BE MATCHA SLU rejecting the order without prior notice and without entitlement to compensation.

16. Governing Law and Jurisdiction

16.1 These General Terms and Conditions of Sale are governed by Spanish law. Any conflict or discrepancy regarding their interpretation or application will be submitted to the Courts and Tribunals as established by applicable legal jurisdiction rules, particularly for consumers, at their place of residence or place of fulfillment.

16.2 If the Customer is a business entity, both parties submit, with express waiver of any other jurisdiction, to the Courts and Tribunals of Zaragoza.

Updated: February 2025