Refund policy
Last updated: September 30, 2026
We hope you love your ISLA order. If something isn't right, we're here to help.
This Return & Refund Policy applies to purchases made through islaisla.com, operated by PAULA STÖLT, trading as ISLA.
1. Returns
If you change your mind about your purchase, you may request a return within 14 calendar days from the day you receive your order, subject to the conditions and exceptions below.
To request a return, please contact us at hola@islaisla.com with:
your order number;
the item(s) you would like to return; and
your name and email address used for the order.
Please do not send products back to us before contacting us. We will provide you with the relevant return instructions.
Once you notify us of your decision to return an eligible item, the item must be sent back without undue delay and no later than 14 days from the date you informed us of the return.
2. Matcha & Food Products
Because matcha is a food product, we are unable to accept returns of products that have been opened, unsealed or otherwise used where they are no longer suitable for resale for food-safety, health or hygiene reasons.
If your matcha remains unopened, sealed and in its original condition, you may request a return within the applicable 14-day withdrawal period, unless a legal exception applies due to the nature or condition of the product.
If your matcha arrives damaged, defective, compromised, incorrect or otherwise not as ordered, please contact us at hola@islaisla.com and we will make it right.
3. Tools & Accessories
ISLA tools and accessories may be returned within 14 calendar days of delivery.
You may inspect the product as you reasonably would in a physical store. However, if an item has been used or handled beyond what is necessary to establish its nature, characteristics and functioning, we may make an appropriate deduction from the refund to reflect any resulting loss in value, where permitted by law.
Where reasonably possible, returned items should include their original packaging and all components supplied with them.
For health and hygiene reasons, any sealed product that is not suitable for return once unsealed may not be eligible for return after its seal has been broken, where permitted by applicable law.
4. Damaged, Defective or Incorrect Orders
Please inspect your order when it arrives.
If an item is damaged, defective, incorrect or missing, contact us as soon as reasonably possible at hola@islaisla.com with:
your order number;
a description of the issue; and
photographs of the product and packaging where relevant.
If the product is defective, damaged or incorrect, we will arrange an appropriate solution in accordance with your statutory consumer rights. This may include replacement, refund or another remedy where applicable.
Where a return is required because we sent an incorrect, damaged or defective product, ISLA will cover the reasonable return shipping costs.
Nothing in this Policy limits your statutory rights in relation to defective or non-conforming products.
5. Return Shipping Costs
For returns made simply because you have changed your mind, you are responsible for the direct cost of returning the item to us.
We strongly recommend using a tracked shipping service, as you are responsible for the returned item until it reaches us.
If the return is due to an error on our part or because the product is damaged, defective or incorrect, ISLA will cover the reasonable return shipping costs.
6. Refunds
Once we receive your return, we will inspect it and process the applicable refund.
For a valid exercise of your right of withdrawal, we will refund the payments due to you, including the cost of our least expensive standard delivery option offered for your order.
If you chose a more expensive or express delivery method, the additional delivery cost is not refundable beyond the cost of our standard delivery option.
Refunds will normally be made to the same payment method used for the original purchase, unless otherwise agreed.
We may withhold the refund until we have received the returned products or you provide evidence that you have sent them back, whichever occurs first.
Any refund due will be made without undue delay and, in any event, within the time limits required by applicable law.
Please note that your bank or payment provider may take additional time to process and display the refund in your account after we issue it.
7. Exchanges
We do not currently offer direct exchanges.
If you would like a different product, please return the eligible item in accordance with this Policy and place a new order through islaisla.com.
If you received the wrong product or your order arrived damaged or defective, please contact us at hola@islaisla.com before placing another order.
8. Order Cancellations
If you wish to cancel or modify an order before it has been dispatched, please contact us as soon as possible at hola@islaisla.com.
We will do our best to accommodate your request, but we cannot guarantee that an order can be changed or cancelled once it has entered our fulfilment process.
If the order has already been dispatched, the applicable return rules set out in this Policy will apply.
9. Items That Cannot Be Returned
Subject to applicable consumer law, we cannot accept returns of:
matcha or other food products that have been opened, unsealed or used where they are no longer suitable for return for food-safety, health or hygiene reasons;
sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken;
products that deteriorate or expire rapidly, where the statutory exception to the right of withdrawal applies;
personalised or made-to-order products, if applicable; and
any other products excluded from the right of withdrawal under applicable law.
These exclusions do not affect your rights if a product is defective, damaged, incorrect or otherwise not in conformity with your order.
10. Contact
For any questions regarding returns, refunds or your order, please contact:
PAULA STÖLT
Trading as ISLACalle Río Guadiana 52
07817 Sant Jordi de ses Salines
Balearic Islands, SpainEmail: hola@islaisla.com