Politique de remboursement

Return & Refund Policy

Non-Returnable Items

We do not accept returns on the following:

  • Matcha or any other perishable goods
  • Custom products
  • Personal care items
  • Hazardous materials or flammable liquids
  • Sale items
  • Gift cards

If you're unsure whether your item is eligible for return, feel free to contact us.

Return Eligibility

  • Returns are accepted within 30 days of purchase.
  • Items must be:
    • Unused
    • In original packaging
    • Accompanied by a receipt or proof of purchase

To start a return, email us at hello@narateacompany.com.
If your return is approved, we’ll provide a return label and instructions.
Returns sent without prior approval will not be accepted.

Damages and Issues

If your order arrives damaged, defective, or incorrect, please contact us immediately so we can resolve the issue.

Exchanges

To exchange an item:

  • Return the original item (if eligible)
  • Place a new order for the desired item

Refunds

  • Once your return is received and inspected, we will issue a refund to your original payment method.
  • Refund processing times vary by payment provider or bank.

Currency Conversion & Refund Policy

  • All transactions and refunds are processed in USD ($).
  • Currency conversion rates can change between the time of purchase and the time of refund.
  • This may result in a gain or loss when the amount is converted back to your local currency.
  • Naratea will refund the exact amount in USD that we originally received.
  • Any difference due to exchange rate fluctuation is the customer’s responsibility.

Example

You purchase an item for €85 EUR, which converts to $100 USD at the time of purchase. We receive $100 USD. You return the item. We refund $100 USD. 

If the currency rate has changed, the converted amount you receive may be less or more than €85 EUR. This difference is due to exchange rate fluctuations and is not considered an error.