Customer satisfaction is at the heart of our priorities at Hollin du goût. We ensure the quality of all our products. In accordance with French distance-selling legislation, our return policy varies according to the nature of the items ordered.
For hygiene and food safety reasons, and in accordance with Article L221-28 of the French Consumer Code, the right of withdrawal does not apply to products likely to deteriorate or expire quickly, as well as to products unsealed by the consumer after delivery.
Consequently, we do not accept any returns or exchanges on foodstuffs (such as snacks, matcha, teas and other grocery products). All sales in these product categories are final.
If your order contains non-perishable items (for example: matcha whisks, cups, preparation accessories), you benefit from a 14-day withdrawal period from receipt of your order to change your mind.
Return conditions for eligible products: the item must be in the same condition as when you received it. It must be unused, unwashed, and in its original packaging. You must have the receipt or proof of purchase.
For eligible non-perishable products under the right of withdrawal, return shipping costs are the customer's responsibility. We recommend using a tracked shipping service, as we cannot guarantee the safe receipt of your returned item.
To initiate a return for a non-perishable product, please contact us at: hello@hollin.fr.
If your return is accepted, we will provide detailed instructions. Items must be sent back to: Hollin du goût, 22 Avenue de la République, 78500 Sartrouville, France.
Items returned without prior return request will not be accepted.
Once your return is received and inspected, we will send you an email to inform you of the approval or rejection of your refund.
If approved, the refund will be processed and a credit will automatically be applied to your credit card or original payment method within a few days.
Please inspect your order upon receipt. If an item (including food) is defective, damaged during transport, or if you receive the wrong item, contact us immediately at hello@hollin.fr with photos of the package and the products concerned. We will assess the issue and take the necessary steps to offer you a replacement or refund.