Refund policy
REFUND AND REPLACEMENT POLICY
Last updated: December 20, 2025
At MACENATI, we take pride in the quality of our tea and care deeply about customer satisfaction. Because tea is a consumable food product, specific rules apply to returns and refunds.
Please read the policy below carefully.
1. RIGHT OF WITHDRAWAL (EU CUSTOMERS)
Under EU consumer law, customers generally have the right to withdraw from an online purchase within 14 days of receiving the order.
However, this right does not apply to:
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sealed food or consumable products once they have been opened, for health and hygiene reasons.
Once a tea product has been opened, returns and refunds are not possible.
2. RETURNS
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Opened products: not eligible for return
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Unopened, sealed products: may be eligible for return within 14 days of delivery
To request a return for an unopened product, you must contact us before sending the item back at hello@macenati.com.
Please note:
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Returns sent without prior approval may not be accepted
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Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect
3. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If you receive an item that is damaged, defective, or incorrect, please contact us within 14 days of delivery at hello@macenati.com.
We may request photos or additional information to verify the issue.
If approved:
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A replacement will be sent at no additional cost, or
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If a replacement is not possible, a refund will be issued
4. HOW TO REQUEST A REFUND OR REPLACEMENT
To initiate a request:
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Email hello@macenati.com
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Include your order number and a brief description of the issue
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We will review your request and confirm the next steps
Refunds, where applicable, are processed to the original payment method once the issue has been confirmed.
5. QUESTIONS
If you have any questions about returns, refunds, or replacements, contact us at: